OXANA VOITCO
Killingworth
Summary
A highly experienced, passionate, and dedicated Application Success engineer with a wealth of experience in Service Desk, and Operational Support roles. Industry experience includes Gaming and IT Technology SaaS environments.
Able to evaluate and determine customer needs to ensure that they have a positive and fulfilling customer journey, returning as loyal customers. Able to identify the root cause of issue and produce RCA. Skilled at working under high pressure within fast-paced, constantly changing, high-volume departments whilst always ensuring the customer experience is key. Professional, excellent technical/clerical, leadership, organization and interpersonal skills with a can-do attitude. Enthusiastic and eager to take on new and exciting challenges. I am based in Newcastle and am predominantly looking for remote/hybrid roles, however can consider the work from office too.
Overview
8
8
years of professional experience
Work History
Application Success Engineer
Kalibrate
12.2022 - Current
- Azure active directory
- Microsoft domain group policies, DNS networking
- Conduct Postpatching checks in Azure Storage Explorer
- Maintain servers and systems to keep networks fully operational during peak periods.
- Update Connect and Data API Secrets
- Contact client and internal users to investigate and confirm issues reported
- Utilize IT systems to log, respond and update tickets
- Provide fixes for Incidents and Service Requests where possible
- Coordinate appropriate escalations to wider technical teams
- Provide regular cadence to clients in line with SLA
- Produce reporting packs for both internal and external distribution
- Act as an escalation point for internal and external queries for acceleration of tickets
- Update and maintain internal and external service documentation.
Triage and Investigation Specialist
Ubisoft CRC
06.2020 - 12.2022
- Triage live escalation queries from frontline specialists to help provide workarounds or find resolutions
- Collaborate closely with Live Operations teams in the CRC to provide and support problem resolution
- Create and manage internal knowledge base articles in response to escalation trends
- Analyse player reports and identify underlying issues
- Provide insight and support on processes within the ecosystem, including gaming industry knowledge
- Fulfil live content and refund requests using elevated tooling permissions
- Provide constructive and timely feedback where gaps in specialist's knowledge are identified - working closely with operations management
- Investigate challenging technical/connectivity/gameplay issues to provide solutions and quicker resolutions to players
- Report known/unknown issues to the relevant team(s) using internal reporting methods including but not limited to Jira.
Customer Service Advocate
Concentrix Microsoft
08.2017 - 03.2020
- Supported Windows 10 and Office 365 using various tools, including Sprinklr and Zendesk
- Provided professional responses to user comments and questions on social media and other channels according to agreed service levels
- Resolved technical issues for customers using the tools and resources provided
- Effectively communicated with customers via various support channels, creating brand advocates with a positive customer experience following a defined process
- Delivered technical assistance in an engaging manner-supporting customers at all technical experience levels.
Renewal Executive EMEA
Veritas
05.2016 - 08.2017
- Conducted renewals and Sales of BackUp Exec product to existing and potential customers
- Performed day-to-day administrative tasks to ensure the continued running of clients and their products.
Education
No Degree - ITIL V4 Foundation
PeopleCert
Bachelors degree - Computer Science
Bauman Moscow State University
01.2004
Skills
- Experience in DevOps Saas, JIRA, SQL server and Azure, PowerBI, EasyBi, HTML5, C Sharp, DNS networking
- CMS (Alfresco, Amiro, Bitrix, DLE, Joomla)
- Experience leading an IT/Software support team
- ITIL v4 certified (Foundation)
- Client focus
- Incident and Service Request Management
- Escalation experience with internal and external stakeholders and the communication skills to go with that
- SLA familiarity
- CSI mindset, process and people related
Languages
English
Advanced
C1
Russian
Proficient
C2
Ukrainian
Proficient
C2
Romanian
Intermediate
B1
Timeline
Application Success Engineer
Kalibrate
12.2022 - Current
Triage and Investigation Specialist
Ubisoft CRC
06.2020 - 12.2022
Customer Service Advocate
Concentrix Microsoft
08.2017 - 03.2020
Renewal Executive EMEA
Veritas
05.2016 - 08.2017
Bachelors degree - Computer Science
Bauman Moscow State University
No Degree - ITIL V4 Foundation
PeopleCert
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