I am a mid-level IT support and service desk professional with experience in cloud infrastructure, digital banking, automotive AI, gaming, and fintech environments. I specialize in customer service, technical troubleshooting, incident management, SLA adherence, and support-process ownership.
I have worked with Azure and AWS environments, monitoring system health and budgets, managing incidents, and maintaining accurate reporting on daily, weekly, and monthly activities. I am experienced in handling service requests and escalating issues to the appropriate teams.
I create and maintain knowledge bases and project documentation using tools such as Confluence and Jira. I have also supported onboarding by developing education plans for new employees and facilitating meetings with stakeholders and support teams.
My technical support background includes mobile, desktop, and gaming platforms, including Android, iOS, Steam, Xbox, and PlayStation. I can investigate hardware and software issues, communicate accurate product information, collect feedback, and keep resolution documentation current.
I am an advanced English speaker with strong written and verbal communication skills. I bring active listening, cultural awareness, problem-solving, analytical reasoning, leadership, and the ability to make effective decisions in familiar and unfamiliar situations.
I provide IT consulting services for FinTech and iGaming clients. My work includes technical support, troubleshooting, customer communication, and support-process consulting.
I assist with incident handling, documentation, service-level practices, and identifying practical solutions for customer and business needs.
I worked on incident management and support-process ownership for IT services. I monitored and reviewed service-level agreements and contributed to service support practices.
I collected information, developed and coordinated project documentation, and supported project and product leads with operational activities and IT service agreements.
I owned the support process for automotive AI and mobile application services. I handled customer service requests, monitored issues, performed troubleshooting, and prepared reports.
I managed incidents according to SLA requirements, maintained the Confluence knowledge base, and conducted meetings. I also supported product management activities.
I supported cloud-based infrastructure and environments as a Middle Service Desk Engineer. I handled customer requests, investigated technical issues, and managed incidents according to SLAs.
I monitored Azure system health and budgeting, maintained Confluence documentation, created training plans for new employees, conducted meetings, and facilitated regular reporting.
I provided service desk support for a digital banking environment. My responsibilities included handling service requests, monitoring systems, troubleshooting, reporting, and incident management under SLA requirements.
I created and managed Confluence knowledge-base content, prepared education plans for new employees, conducted meetings, and supported daily, weekly, and monthly reporting activities.
I provided customer support for a game development project, including product information, technical issue resolution, and payment-method guidance. I troubleshot game-related hardware and software issues across Steam, Xbox, and PlayStation 4 platforms.
I escalated issues to the appropriate departments, managed community communications through Steam discussions, Facebook, and product forums, gathered feedback, and maintained product documentation.
I provided technical customer support for mobile gaming projects on iOS and Android. I supplied accurate product information for multiple JamCity mobile games and investigated hardware and software issues affecting Android, iOS, and desktop applications.
I collected and organized player comments, suggestions, and feedback. I also maintained the issue-resolution knowledge base to keep support information current.
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