Nataliia Dybchuk

• Redesigned and optimized the JSM portal, launching multiple services for Ayvens.
• Configured workflows, SLAs, and automation rules to streamline service delivery.
• Built advanced JSM dashboards, enabling data-driven decision-making.
• Co-managed the JSM portal as a Jira Administrator, improving system stability.
• Designed scalable Jira dashboards and workflows with cross-functional teams.
• Documented processes to standardize ITSM practices and ensure stability in Ayvens company.

ITSM Onboarding Specialist (Project - LeasePlan)

• Managed CMDB (Assets) for 40+ global entities, ensuring accurate asset tracking.
• Integrated 40+ entities into the JSM portal for LeasePlan.
• Developed training materials and trained global teams on JSM adoption.

Senior Customer Support Engineer (Project - LeasePlan)

• Provided multi-channel support for the LeasePlan JSM portal, resolving technical issues.
• Coordinated critical incident resolution as the escalation point.
• Trained global service desk teams on JSM best practices, improving efficiency by 30%.

• Optimized workflows to boost productivity and customer satisfaction.
• Delivered seamless omni-channel support across phone, email, chat, and social media.
• Advised clients on products, discounts, and payment options for informed decisions.
• Resolved customer issues efficiently, following policies and providing personalized solutions.
• Managed orders and client requests accurately and promptly.
• Led, mentored the support team, and contributed to hiring and training efforts.

• Managed client projects across English/Spanish regions, ensuring successful outcomes and contracts.
• Provided personalized support to senior executives and handled sensitive matters.
• Managed communication, including contract negotiations and translations of legal, technical, and artistic documents.