amakhunov

Provide high-quality technical support to Zentist clients, including diagnosing and resolving software and hardware issues. Launch and monitor tasks on remote desktop (RDP) machines. Investigate and resolve issues using monitoring tools, SQL, GitHub, Python and Splunk for log analysis. Collaborate with other departments to identify and address root causes of problems. Creating knowledge bases in Notion and constructing analytical dashboards for internal team use within Jira.

Identify customers’ needs and objectives, providing them with expert knowledge of the company’s solutions, best practices, and specific features; Collaborated with cross-functional teams to gather requirements and deliver projects on time; Resolve clients’ queries: determining the cause of the problem, selecting and explaining the best solution in this or that situation, expediting the correction or the adjustment, following up to ensure the resolution and customers’ satisfaction; Assigning ticket to the appropriate department (development, legal, finance) Workflows update. Conducted troubleshooting and assisted developers in pushing commits to GitLab. Built reports using SQL and resolved SQL-related bugs. Created and maintained a knowledge base to enhance access to information and team productivity.

Employees account management and provisioning; Administration of Atlassian, Grafana, Kibana, Testrail, Localize and other services; Active Directory management; Knowledge Base extension, articles management.

- Issue processing through chats, e-mails and calls; - Tickets processing via Jira, Slack: 1. Gathering required data from customer; 2. Create ticket; 3. Describing steps for issue reproducing; 4. Assigning ticket to appropriate department (development, legal, finance) - Team management: 1. Tasks prioritization and process monitoring; 2. Onboarding of newcomers; 3. Workflows update. - Gathering data about the most repeated cases and adding articles with solutions to the knowledge base; - Product configuration via Admin UI.

- Issue processing through chats, e-mails and calls; - Creating tickets in entire management system: 1. Gathering required data from customer; 2. Describing steps for issue reproducing; 3. Assigning ticket to appropriate department (development, QA, legal, finance) - Product configuration via Admin UI; - Gathering data about the most repeated cases and adding articles with solutions to the knowledge base.