spinhireИнженер технической поддержки L1/L2 | Support
Despre specialist
I am an L1/L2 Technical Support Engineer with over 8 years of experience in IT, specializing in supporting users, banking and fintech applications, production systems, Linux servers, and integrations with external APIs. I excel at technical diagnostics and IT system support, including troubleshooting across client, application, API, server, and network layers. I analyze logs and HTTP/HTTPS requests, diagnose network issues, reproduce errors, identify root causes of incidents, and prepare technical escalations for development and infrastructure teams. My practical experience includes Linux, Windows, TCP/IP, DNS, DHCP, HTTP/HTTPS, REST API, WebSocket, Zabbix, Cloudflare, Git, GitLab, GitHub, Jira, and Service Desk. I have successfully managed production incidents, high-volume user requests, and integration problems, achieving measurable results such as a 30% reduction in user complaints, a 40% decrease in repeat issues, and maintaining a CSAT score above 4.5/5. I am adept at independently managing incidents from initial user contact to problem localization and resolution. I am eager to advance into L2/L3 roles, system administration, Linux/DevOps, network infrastructure, and Application/Production Support.
Competențe
Experiență de muncă
Reduced user complaints by 30% after improving monitoring and diagnostics; Configured Zabbix for service availability and network latency monitoring.
Reduced repeat inquiries by 40% through systematic diagnostics; Decreased workstation setup time by 67% by standardizing images.
Consulted clients on computer hardware and software configurations; Diagnosed hardware and software issues.
Maintained incident classification accuracy above 95%; Achieved CSAT score above 4.5/5.
Educație
2019 · Specialist in Computer Systems · Moscow University named after S.Y. Witte 2027 · Cybersecurity and Network Technologies · Sberbank «School 21» 2027 · DevSecOps · Picsart Academy
Limbi
Engleză A2, Rusă