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Experience level:
More than 5 years
Education level:
Vocational secondary
Languages:
Russian: Native
English: A2
I have been in technical support for 5 years. I started as a junior system administrator. I learned a lot during my first year (internship and work). Now I am an independent specialist. I can handle many different tasks. Important note about my English: I do not speak English well. My level is A1-A2. However I am more comfortable with technical documentation such as manuals. I am actively learning English and some Serbian before moving to Serbia. I want to be honest about my language skills so you know what to expect.
I started as a Junior System Administrator at a large pharmaceutical company. We supported 400 users – office, remote, warehouse, pharmacies, and two medical clinics. Our team had 9 people.
At first I worked in the office doing L1 support for about 200 users. I helped with 1C systems (Payroll, Accounting, Integrated Automation), Yealink phones, office and design software. I built, configured and repaired PCs – from picking parts to maintenance. I did Ethernet cabling – crimping, sockets, mounting. I helped senior engineers with L2/L3 tickets when I could. I managed tickets in 1C:ITIL(, followed SLA, and routed requests to the right departments.
Then I moved to support two clinics with about 60 staff each. I worked independently but could call senior colleagues when needed. I made my own schedule at the clinics. I fixed the broken ticket system by working with clinic management.
My main projects were deploying Bitrix24 (CRM) in the office and 1C:MedAngel (patient management) in two clinics. As part of the integration team I did many tasks. I wrote user guides and talked to the staff who would use the system. I prepared workstations – collected data, upgraded PCs, trained people. I taught an 80 year old neurologist to use a PC and the patient system from scratch. I coordinated with managers, the project lead, external developers, and our in-house 1C programmers(ERP.CRM). I set up RemoteApp and RDP and connected the medical equipment to the software.
I worked at TOTALLOOK from 2023 to 2026. The company has about 60 people – office, warehouse, remote staff, showroom, and two retail stores. I worked in a pair with my manager. He did remote L2/L3 support. I handled on-site L1/L2 support. I was also responsible for equipment procurement, vendor management, contracts, and helped with Bitrix24 deployment and online store development.
My main tasks included user support – fixing PCs and peripherals, installing software, and finding ways to work around sanctions for licenses. For warehouses and stores I worked with cash registers, payment terminals, barcode scanners, and label printers. I helped users with 1C:KA (ERP) and called 1C programmers when I needed help.
For Bitrix24 (CRM) I worked with external developers on customizations. I gathered feedback from management, explained requirements to programmers, and fixed PHP bugs with AI help. I also made a server monitoring script and a Telegram bot for tickets because there was no budget for paid tools.
For the online store (totallookclub.ru) I was involved from the start. I wrote technical specifications, found contractors and services (Delivery system(CDEK), ATOL-OFD (payment services), loyalty program), and registered fiscal registrars with the tax office. I did technical interviews with service providers before they talked to the business team.
Technical Skills I assemble, upgrade and repair PCs. I know office equipment, peripherals, cash registers (KKT), payment terminals (acquiring), and fiscal data (OFD) well. I have worked with accounting and ERP systems (1C: Accounting, MedAngel, ITIL) as well as CRM systems (Bitrix24, including basic PHP customizations). I have configured RemoteApp and RDP. I have basic knowledge of networking and Linux. I am currently taking courses on MikroTik, Linux and networking. Other Strengths I train users. I can communicate with different levels: from regular employees to management, VIP users, external developers, and tax authorities. I work with contractors and documentation. In conflict situations, I focus on constructive solutions. I have an analytical mindset. I quickly understand business processes, recognize commercial priorities, and propose solutions that deliver real business value.