Denis Zhevakin Email & Phone Number

Ontario, Canada

• Responsible for providing technical solutions and responding to complex technical issues encountered by Signiant customers and field engineers• Working closely with development teams to assist in developing patches, updates, and scripts to resolve customer issues.• Replying to customer mission critical issues outside business hours• Helping onboard new customers by deploying the software and demonstrating features and use cases• Acting as point of escalation for difficult/advanced technical support issues• Developing tools that will help in diagnosing, resolving, and triaging hard-to-get-at problems• Creation and maintenance of knowledge-base articles for the customer support knowledge base.

Toronto, Ontario, Canada

• Provided technical support for ShipTime clients as well as other ShipTime employees from Sales and Tier I • Worked with troubleshooting issues as well as setting up API Integrations between ShipTime and our main platforms (Shopify, WooCommerce, etc.) • Acted as the main liaison between ShipTime Tier II and third-party service providers such as shipping companies (FedEX, UPS, Canada Post, etc.) and API2Cart.• Quickly learned and adapted working proficiency on tools such as Postman, MySQL, and admin panel • Effectively worked alongside our engineering team in testing new releases, detecting issues, logging bugs, and facilitating the conversation between clients and developers in explaining desired improvements and limitations (tools include: Freshdesk, Asana)• Spearheaded projects in improving internal documentation through maintaining a proper Knowledge Base

Toronto, Canada Area

• Provided end-user technical support to ecobee customers over the phone and through email• Gained mastery of important help desk tools such as Zendesk and JIRA which improved overall efficiency in providing support, documenting tickets, and tracking bugs• Quickly learned standard procedures for troubleshooting HVAC, firmware, and API issues resulting in lower handle times and a consistent 90% satisfaction rating • Accurately documented cases and troubleshooting steps which resulted in an easier agent-to-agent transfer and issue identification• Kept track of industry news and updates as well as major iOS and Android releases resulting in improved performance in troubleshooting integrations with Amazon Alexa, IFTTT, Life360, Apple (HomeKit), Samsung SmartThings• Resolved complex Wi-Fi issues and assisted users in configuring network settings to minimize downtimes

Toronto, Ontario, Canada

• Provided support for Verifone products including Point-of-Sale Systems in retail stores as well as Secure PumpPay System in Gas Stations located in United States• Assisted with troubleshooting hardware parts including Verifone Commander and Cybera Zone Router to ensure stable connection for customers’ payments and POS system operation• Assisted customers with timely updates for their POS systems, payment terminals and Pump’s Card Reader Displays to keep their business operations uninterrupted • Performed three-way support with partners to identify issues and collect required logs/traces• Updated via Knowledge Base for new system updates and Software/Hardware issues• Reproduced and resolved reported issues in a timely manner while attaining Average Handle Time of 14 minutes per call• Provided timely updates to partners and other internal teams• Ensured reported issues are being follow-up within Service Level Agreement

Toronto, Ontario, Canada

• Managed incoming and outgoing calls including customer inquiries on service/repair related issues and demonstrate ability to communicate clearly while remaining calm and professional• Managed a ticket queue via Windstream’s ticketing system• Prioritized ticket volumes to meet or exceed Windstream metrics and expectations• Clearly communicated to customers the next steps and timeframes for issue resolution• Escalated trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements are missed• Efficiently identified and escalated issues potentially affecting network service• Utilized available diagnostic software to identify several types of customers’ trouble reports• Demonstrated uncompromised integrity by acting and communicating openly, honestly and fairly in accordance with the Windstream Core Values and Beliefs• Proficiently used Windows Remote Desktop tool as well as other communication tools such as Skype and Microsoft Teams