Yevheniia Lebedieva
Summary
Highly skilled Technical Support Engineer with a strong focus on cloud-based solutions and advanced troubleshooting. Extensive experience in technical issue resolution, workflow optimization, and documentation development. Proven ability to create and implement processes, train teams, and enhance operational efficiency. Adept at leveraging technical expertise to ensure seamless integration, data accuracy, and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Technical L1 Engineer
Revenue Grid
Kyiv
09.2021 - Current
- Delivered technical assistance for Revenue Grid’s platform, specializing in synchronization and engagement between Salesforce and Microsoft Outlook/Gmail
- Resolved data flow and integration issues using Azure SQL, maintaining accurate and reliable synchronization
- Addressed technical challenges in Salesforce Lightning, troubleshooting data integrity and user access concerns
- Developed detailed internal guides, customer-facing documentation, and troubleshooting manuals
- Streamlined workflows and improved case management by collaborating with teams through Jira and Confluence
- Played a pivotal role in identifying recurring issues, contributing to system improvements and quality assurance initiatives
Ground Operations Dispatch
SkyUp Airlines
Kyiv
07.2019 - 01.2020
- Built the Ground Operations Department from scratch, designing workflows and operational processes to support airline logistics
- Developed comprehensive onboarding programs for new hires, ensuring a consistent and effective knowledge transfer
- Managed daily ground operations, coordinating across departments to ensure timely aircraft departures and arrivals
Aviation Manager
BSI Lifestyle
Kyiv
01.2020 - 07.2020
- Supervised ground operations and logistics, ensuring adherence to international standards
- Developed internal procedures to enhance team performance and operational consistency
- Collaborated with teams to resolve customer service concerns and enhance the client experience
Senior Customer Service Representative
Norwegian
Kyiv
09.2017 - 07.2019
- Led training sessions and mentored new hires, enabling them to deliver high-quality customer support
- Supported junior team members by sharing expertise and promoting a collaborative work environment
- Delivered excellent customer service by addressing complex cases efficiently and effectively
Education
Bachelor's Degree - Management
Kyiv National Linguistics University
Kyiv, Ukraine01.2020
Skills
- Technical Troubleshooting & Integration: Extensive experience diagnosing and resolving complex technical issues, with expertise in Salesforce and Microsoft Outlook/Gmail integrations
- Cloud Platforms & Tools: Proficient in Microsoft Azure, Azure SQL, Salesforce Lightning, and Kusto Query Language (KQL) for cloud-based solutions and data management
- Workflow Optimization & Quality Assurance: Skilled in analyzing processes, optimizing workflows, and ensuring adherence to quality standards
- Documentation & Knowledge Management: Experienced in developing SOPs, technical documentation, and knowledge base resources for internal teams and end-users
- Team Leadership & Mentoring: Adept at onboarding, training, and mentoring teams to drive productivity and foster growth
- Technical Tools: Advanced knowledge of Jira and Confluence for project tracking, collaboration, and process management
Languages
- English, Fluent
- Ukrainian, Native
- Polish, Intermediate
Timeline
Technical L1 Engineer
Revenue Grid
09.2021 - Current
Aviation Manager
BSI Lifestyle
01.2020 - 07.2020
Ground Operations Dispatch
SkyUp Airlines
07.2019 - 01.2020
Senior Customer Service Representative
Norwegian
09.2017 - 07.2019
Bachelor's Degree - Management
Kyiv National Linguistics University
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