Tkachenko Ihor Email & Phone Number

Lviv, Ua

Lviv, Lviv, Ukraine

- Develop project strategy based on agreed objectives, resources, potential risks, deadlines;- Planning projects, roadmaps;- Manage and execute overall tasks;- Working in a complex, multi-project environment;- Analyzing requirements, planning the project scope, and distribution of the work across teams;- Managing several projects simultaneously;- Experience in managing SaaS project;- Experience in managing cross-projects as a shared resource;- Experience in managing IT department;- Collaborating with other internal teams (programmers, testers, managers, product owners, development managers);- Time management;- Reporting;- Applying PM methodologies;

Kharkiv, Kharkiv, Ukraine

- Head of level 2 team of technicians in Ukrainian SupportNex office:handling the most difficult or advanced problems;- Management of agents’ schedule, assignment of extra-tasks for special clients;- Monthly, weekly and daily coachings;- 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods;- assisting both Tier I and Tier II personnel, with the research and development of solutions to new or unknown issues;- Recognizing bugs in supported software, and escalating information to the appropriate departments;- supervising and monitoring agents’ attendance, performance and productivity.

Kharkiv, Kharkiv, Ukraine

- handling customer’s requests via calls- handling customer’s requests and communicating with them via online real-time remote connections using Teamviewer, Anydesk and LogMeIn- discussing with the customers of refund questions- providing technical support of softwares of our company and general problems of Windows OS and MAC OS- providing technical support of general problems of Windows OS and MAC OS;- searching on the WEB to find a solution for the serious problems linked with customers soft- and hardware