Загруженный файл CV

SENIOR TECHNICAL SUPPORT ENGINEER Fintech & High-Volume E-Commerce

Senior Technical Support Engineer with 9+ years of experience managing enterprise Fintech platforms and US e-commerce infrastructure. Spent the last 2.5+ years delivering high-level remote support for the US market, handling complex technical issues across large-scale platforms. Expert in Way4, OpenWay, TMS, and POS systems. Native Romanian speaker with C1 English and fluent Russian. Proven track record in remote, asynchronous environments across Western time zones.

CORE COMPETENCIES & TECH STACK

• Fintech & Payment Systems: Way4, OpenWay, TMS (Terminal Management System), POS Terminal Configuration & Deployment
• CRM & Enterprise Tools: Oracle, Siebel CRM, Jira, Confluence, ServiceNow
• Infrastructure & Networking: Cisco ISE, Citrix Workspace, Windows Server, Network Troubleshooting, Remote Access Tools
• Languages: Romanian (Native) | English (C1 – Professional) | Russian (Fluent)
• Other: SLA Management, Incident Management, Cross-functional Coordination, Process Improvement

PROFESSIONAL EXPERIENCE

DK Hardware Supply — Remote (US Corporate Market)

Senior Technical Customer Support Specialist
June 2023 – Present

• Provide advanced L1/L2 technical support for a major US e-commerce platform processing over 1 million shipments annually.
• Troubleshoot complex issues related to database synchronization, inventory systems, web architecture, and order processing.
• Consistently meet and exceed strict US corporate SLAs while managing high-volume support queues via phone, email, and live chat.
• Collaborate closely with logistics, supply chain, and engineering teams to identify root causes and implement permanent solutions.
• Maintain excellent customer satisfaction in a fast-paced, fully remote environment.

KKM PBF Group — International Corporate Division

Fintech Technical Support Specialist
November 2020 – May 2023

• Delivered technical support for banking equipment and payment systems, including installation, configuration, and troubleshooting of POS terminals.
• Managed system provisioning and deployment in TMS platform, ensuring smooth network integration for new clients.
• Reduced customer churn by 40% through proactive communication and rapid issue resolution (100+ critical inquiries weekly).
• Decreased project delays by 75% and increased on-time deployment rate by 60%.

Auchan Retail — International Retail Infrastructure

Technical Support Specialist
February 2019 – August 2020

• Managed technical operations, claims processing, receipt reconciliation, and loyalty/cashback systems across large retail network.
• Resolved over 500 complex technical issues using internal diagnostic tools while maintaining high system uptime.
• Designed and implemented structured project management processes for 20+ mid-market integrations.
• Achieved 95% client satisfaction rate and contributed to a 10% increase in repeat business.

Bank Zenit — Enterprise Banking Services

Fintech Application Support Analyst
March 2017 – February 2019

• Provided high-tier technical support for digital banking platforms and core banking systems.
• Monitored application performance, network traffic, and resolved transactional failures.
• Translated complex technical errors into clear guidance for non-technical stakeholders.
• Worked directly with development teams to escalate bugs and validate system patches.

EDUCATION

Moscow State Mechanical Engineering University (MAMI)
Certificate of Higher Education in Engineering Studies

Language levels:

• Romanian (5/5)
• English (4/5)
• Russian (4/5)