Summary
Overview
Work History
Education
Skills
Websites
Certification
Work Availability
Timeline
CustomerServiceRepresentative
Ivan Onkaliuk

Ivan Onkaliuk

Edmonton,AB

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

8
8
years of professional experience
3
3
Certification

Work History

Technical Support Engineer

Revenue Grid
12.2020 - 07.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explaining technical information in clear terms to promote better understanding for non-technical users.
  • Performed root cause analysis of reported issues to enact corrections.
  • Analyzing system and cloud logs.
  • Database check and data analysis
  • Working directly with clients in the rollout and post-rollout stages to train and support new applications and systems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Serving as the primary point of contact for support relating to owned solutions and products.
  • Testing functionality and compatibility of new programs or updates in comparison to existing applications.

Support Engineer

Keep Solid
09.2015 - 01.2020
  • Communicate electronically and in person with users experiencing difficulties with the product to determine and documenting issues/bugs
  • Consulting user guides, technical manuals, and other documents to research and implement solutions
  • Reproduce, diagnose, and resolve technical problems encountered by users
  • Provide advice and training to users in response to identified difficulties
  • Provide business systems, network, and Internet support to users in response to identified difficulties
  • Collect, organize, and maintain a problems and solutions log for use by other technical support analysts
  • Participate in the internal meetings focused on the improvement or redesign of the application
  • Supervising other support workers in this team with lower experience

Education

Graduate Certificate - Quality Assurance

Hillel IT School
Kyiv, Ukraine
08.2021

College Certificate in Computer Networking - Network Engineering

IT Step Academy
Odessa, Ukraine
08.2013

Bachelor - Computer Science

Odessa National Polytechnic University
Odessa, Ukraine
06.2013

Skills

  • Ticket Management
  • Network Engineering
  • Application Installation
  • Software Debugging
  • Customer Support Strategy
  • JIRA bug tracking systems
  • Read Technical Manuals
  • Technical Support
  • Issue and Resolution Tracking
  • Customer Communication and Empathy
  • Microsoft Windows and Office
  • Salesforce CRM administration
  • SAP CRM
  • Mobile Device Repair
  • Hardware Upgrades
  • Customer Service
  • Root Cause Analysis
  • Help Desk Tools

Certification

  • CCNA Routing and Switching
  • Google Technical Support fundamentals
  • Python beginner
  • QA Manual
  • Salesforce CRM adventurer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Technical Support Engineer

Revenue Grid
12.2020 - 07.2023

Support Engineer

Keep Solid
09.2015 - 01.2020

Graduate Certificate - Quality Assurance

Hillel IT School

College Certificate in Computer Networking - Network Engineering

IT Step Academy

Bachelor - Computer Science

Odessa National Polytechnic University

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Ivan Onkaliuk