Leading the restructure of a dual IT function — IT HelpDesk (3 staff) and SysAdmin (4 staff) — building processes, frameworks, and documentation that didn't exist before I arrived.
Key results:
- 1,500+ support conversations handled per month via Featurebase
- 50-minute average resolution time across all ticket types
- 200+ article IT documentation library built from scratch (FAQs, runbooks, onboarding guides, process docs)
- Access management administered for 100+ employees with role-based access control frameworks
- Claude AI bots integrated into Featurebase to automate ticket routing and self-service resolution
- CSAT tracking configured for real-time support quality visibility
- Direct liaison between IT department and COO on all strategic priorities and cross-departmental restructuring initiatives

Project Manager for HivePress's WordPress theme and plugin product line, working directly with the CEO on strategy, roadmaps, and release planning.
I owned the full release cycle: product roadmap development, milestone tracking, backlog prioritization, and client-facing communications. Every backlog decision was informed by support data — if the same issue kept appearing in tickets, it went to the top of the product queue.
I also ran manual QA across browsers and devices before each release, catching defects before they became support tickets.

Tier 2 technical support for HivePress's full WordPress theme and plugin ecosystem — with measurable results.
Through structured escalation triage, knowledge base development, and cross-functional coordination with engineering, I delivered a 30% reduction in overall support workload.
Day-to-day: diagnosing plugin conflicts, PHP errors, and performance bottlenecks; escalating root-cause-identified bugs via structured Asana tasks with full reproduction steps; maintaining a self-service documentation library that deflected repetitive inbound contact on known issues.

Technical support on a live cryptocurrency exchange platform — where issues affect real money in real time.
I resolved Tier 2 issues covering trading functionality, account access, transaction processing, and connectivity failures under live trading conditions. I monitored the platform for performance anomalies and security threats, and led emergency response coordination during system outages to minimize disruption to active trading operations.
On the team side: mentored and onboarded new support engineers, sharing escalation frameworks and client communication standards to cut ramp time and standardize incident handling.
This role ran concurrently with my HivePress position.

Three and a half years supporting a fintech payment platform — long enough to build the systems, not just work in them.
I owned the complete triage workflow: receiving client reports, classifying by complexity and impact, logging structured Jira tickets, and routing escalations to developers, DevOps, or system administrators with the context they needed to act immediately.
I wrote the knowledge base content that standardized how the team handled onboarding, access configuration, and connectivity issues — reducing escalation dependency on senior staff. I also configured user access and privilege levels across client accounts, and monitored systems for anomalies and outages.
Guided and mentored 3 junior support staff on platform workflows, escalation protocols, and client communication.

Technical support for business banking clients at one of Ukraine's largest banking groups — a high-stakes environment where service quality directly affects client retention.
I led a team of 4 support staff, coordinating daily operations, tracking team KPIs, and maintaining consistent service quality and customer satisfaction across a large portfolio of business clients.
Handled complex incident resolution through a structured Tier 1 workflow: incident recognition, root cause isolation, resolution, and recorded escalation with follow-up. Managed high-volume inbound requests, triaging complexity and routing to appropriate departments when escalation was required.

Entry-level customer service role handling inbound requests from banking clients. Promoted to Technical Support Specialist in January 2018 based on consistent service quality and strong problem-solving skills.