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IT Support, Customer Service, Content Moderation, Knowledge Management

Belgrade
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Location:

Belgrade

Birthday date:

22/06/1991

Experience level:

Education level:

Master

Languages:

Russian - native

English - fluent

Polish - upper-intermediate

About

Work experience

2021-2023
ITIS Subject Matter Expert
Tata Consultancy Services
Assisting English, Russian, and German – speaking IT Support teams with technical and procedural queries, providing training and feedback to improve team performance, reporting metrics to Service Delivery Management, acting as a Team Lead in their absence, communicating with stakeholders to improve processes and delivery, onboarding and training of new joiners, maintaining Knowledge base for end-users and Service Desk.

2016-2021
IT Customer Service Desk Analyst
Tata Consultancy Services
Voice, chat, and email customer support in English and Russian, troubleshooting web, desktop, and mobile applications, documenting, and processing tickets and escalations.

Education:

St. Petersburg State University
Institute of History

Key skills:

Training & Mentorship
Customer Relations
IT Troubleshooting
Complaint Management
Knowledge Management
Escalation Management
Data Protection and Infosecurity
Team Structure
Root Cause Analysis
Business Process Model & Notation
Technical Writing
Requirements Gathering
Stakeholder Engagement
Compliancy
Quality Assurance
Frameworks/methods: ITIL, Agile, BABOK

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