Technical support and assistance for cloud-based products and bi-directional synchronization between MS Outlook (Desktop/OWA), Gmail and Salesforce CRM system for customers and customers' end users.This includes:1. Installation and setup of the Revenue Grid Add-in on Windows and MacOS.2. Provisioning and setup of users into a system with the help of internal web-based tools.3. Resolution of issues with wrong user provisioning (specifically into different environments) that included MS SQL Server Management Studio and the use of SQL language to find/locate relevant data in a database and adjust as needed.4. Log investigation that involved extensive use of Notepad++, XML viewer, and Visual Studio Code to read XML and JSON logs from the Synchronization Engine to identify any issues and locate the root cause for a specific synchronization session.5. Extensive use of Microsoft Azure, specifically Application Insights, to locate and analyze end-to-end transactions for any details and exceptions (using timestamps and filters in order to narrow down asearch).6. Salesforce CRM configuration for the customer`s end users.

1. Developed a highly accurate and scalable document workflow platform that intelligently captures, classifies and transfers critical data from unstructured and structured documents to the right process, workflow or decision engine;2. Worked extensively with the ABBYY OCR technology (FlexiCapture11/12, FlexiLayout Studio, Cloud OCR);3. Collaborated with Product Managers and end-users to create functionalities that align with requirements;4. Participated in user training, software installation and updates, maintenance, support, documentation of software logs and operating procedures;5. Handled application design, testing, troubleshooting, building, and development;6. Provided network troubleshooting for end-users;7. Worked with SQL Server Management Studio and SQL Databases that included creation and configuration, basic maintenance, user creation, working with tables and basic querying using SQL;8. Worked with protocols such as IMAP, POP3, SMTP, MAPI and Microsoft Exchange Server 2019 (specifically Exchange Online Mail Flow Rules for inbound and outbound traffic);In my day to day tasks I used:• CLI like Command Prompt and PowerShell for executing various commands and for networking diagnosis.• Registry Editor to add or change existing keys/string values.• Event Viewer for tracking Events like Critical or Errors for further troubleshooting of clients issues.• Windows Task Scheduler to run CLI scripts for updating local Datasets with external Databases.• System Services• IIS (Internet Information Services)• Active Directory for importing users and groups into FlexiCapturecomplex.• Windows Defender Firewall for creation/ configuration of Inbound andOutbound rules.• Fiddler and Wireshark for network diagnosis in clients local systems of FlexiCapture.• RDP, Virtual Machines and VM players (VMware Workstation Player, Microsoft HyperV)

My principal accountabilities involved:1. Diagnostics and resolution of:• Web-based website constructor and it`s tools;• Web-based software / software extensions;• Browsers and TPAs;• Internal and external domains, their connection and configuration;• G-suite connection and configuration;• Billing cases and payment providers issues;• User interface of Wix products and customer experience cases.2. Collection and presentation of weekly updates about internal products/outages/bugs/security issues.3. Participation in internal courses for self improvement and development

My principal accountabilities involved:1. Supervising Customer Support Team of almost 30 employees;2. Training new agents;3. Responsible for Customer Support work organization;4. Creation and management of custom knowledge base;5. Coordination with vendor client regarding internal processes;6. Providing software / network problem diagnosis / resolution via telephone/e-mail/chat for customer’s end users.

My principal accountabilities involved:- written communication with clients that involved advertising/ selling / handling & resolving customer complaints. - Remote connection and software configuration inside WindowsOS/ macOS / iOS;- Supporting and following all safety and security initiatives;

- Trainee within provided internal courses for employees within HCL Technologies.

1st Level support for English&Russian languagesMy principal accountabilities involved:• Providing hardware / software / network problem diagnosis / resolution via telephone/e-mail/chat for customer’s end users including:- Software installation and troubleshooting;- MS Outlook & Lotus Notes configuration and troubleshooting;- Windows Remote Assistance;- Citrix troubleshooting;- SecurID RSA support;- Windows Operating systems troubleshooting;- VMware Support;- Blackberry support;- Apple products support (Macbook, iPad, iPhone)/ iOS support. Worked extensively with: - Active Directory for Users and Computers. • Coordinating and managing relationships with vendors and support staff that provide hardware /software/network problem resolution.• Windows OS Administrating.• Using the Call Tracking System to document and manage problems and work requests and their respective resolution and workaround.