Viktoras Draugelis Email & Phone Number

Vilnius, Lt

Vilnius, Lt

• Developed and maintained tools for internal infrastructure management.• Managed infrastructure with Terraform.• Provided operational support to development teams.• Automated tasks using Python and Shell scripts.• Conducted investigations to improve user management processes.• Wrote and troubleshooted GitLab CI/CD pipelines.• Worked on cost optimization projects for AWS and Datadog services.• Participated in both Level 1 and Level 2 on-call rotations.

• Supported partner integrations built using public API.• Troubleshot API-related issues to maintain integration experiences.• Consulted on implementation solutions.• Communicated with partners via email and video calls.• Authored API reference materials and conducted training for support staff.• Created internal Postman collections.• Automated support workflows using the public API.• Led the integration certification process based on company guidelines.• Collaborated with product, QA, and development teams on API issues.

- Assisted lower-tier agents by providing expertise and guidance, contributing to the resolution of complex cases and overall team success.- Handled outbound calls specifically for escalations, serving as the final point of support escalation and ensuring efficient resolution.- Communicated critical issues to the development/product team, actively participating in a collaborative environment

- Managed both Tier 1 responsibilities and escalated cases, handling a range of technical issues, including report reconciliation, hardware/software troubleshooting, and network challenges.- Conducted outbound calls in response to email inquiries and as part of proactive projects, contributing to effective issue resolution and heightened customer satisfaction.- Contributed to a specialized team focused on specific integrations, emphasizing collaboration and ensuring seamless integration processes.

- Provided technical support for a Point of Sale company, handling diverse inquiries including report reconciliation, hardware and software troubleshooting, and network-related issues.- Demonstrated deep knowledge of the company's product, offering effective solutions to end-users for a seamless experience.

- Efficiently handled a high volume of inbound calls within the telecommunications sector, ensuring effective communication and issue resolution.- Engaged with B2C clientele to address queries related to billing, merchandise, and other service-related inquiries.- Played a key role in achieving and sustaining month-over-month improvements in KPIs