Alexander Nagornyi Email & Phone Number

PROFESSIONAL SUMMARY:Dynamic professional with a proven track record in billing support operations. Expert at swiftly resolving IT incidents, averaging 10-20 daily. Diligently input KPIs, monitor performance around the clock, and collaborate with technical teams daily. Proficient in executing scheduled and unscheduled service restarts for optimal performance.Having amassed 7 years of experience in the field of tech support, I derive immense satisfaction from providing assistance to individuals encountering hardware and software predicaments. Equally adept at thriving autonomously or as a collaborative team member, I possess a profound capacity to contribute effectively in various work settings. Currently, I am eagerly pursuing the next opportunity to apply my key skills and augment my professional experience.EDUCATION:2007-2012 Kuban State University, Faculty of Mathematics and Computer Science2011 Antares LLC, completed the course "System Administration of MS Windows Server 2003"WORK EXPERIENCE:2012-2022: MTS Digital Ltd (the largest mobile network operator in Russia).Technical support specialist, tier 2 (wired internet)Job duties:- Engaged in active phone support to assist customers with PC and mobile device settings, as well as Wi - Fi routers.- Achieved a high customer satisfaction rating: 95%+- Maintained a high first-call resolution rate: 85%+- Reached an average service time 180 s- Demonstrated expertise in detecting and resolving equipment malfunctions through proactive troubleshooting.- Fostered effective inter-agency communication and correspondence to facilitate smooth information flow.- Offered valuable financial advice to clients, empowering them to make informed decisions.- Took on the responsibility of training interns, imparting essential skills and knowledge to foster their professional growth.Specialist of the Duty Shift Operations of IT products, tier 2Job duties:Performed billing/pre-billing support operations, such as:- Solved mass/single incidents (10/20 a day) related to the functioning of the IT product - Each day analyzed and input KPIs of the department into the accounting system- Round-the-clock monitored of service/product performance and its availability- Each day interacted with technical support and IT product development- Each day/night performed scheduled and unscheduled restarts of various servicesLANGUAGES:- Russian (native)- English (fluent)- Hebrew (basic)