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![Me](/resume/photo_square.jpg)
Hi, there!
My name is Dmitry, nice to meet you!
I'm an experienced tech support analyst, who recently started dabbling in game design and development.
On this website you can learn more about my skills and try out some of the projects I've done. Or you can just hire me.
Skills
Core competencies
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- Technical Support
- Incident Management
- Problem Management
- Quality Assurance
- Product Ownership
- Change Control
- Automation
- Storytelling
- Creativity
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- Web Development
- Fullstack Development
- Business Analysis
- Project Management
- Risk Management
- Disaster Recovery
- Security
- Customer Success
- Communication
- Coaching
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- Leadership
- Software Architecture
- UI/UX Design
- Graphics Editing
- Video Editing
Languages
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English
Russian
- PHP
- SQL
- JavaScript
- TypeScript
- HTML5
- CSS3
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- VBScript
- VBA
- VB.NET >
- GameMaker
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- Windows CLI
- PowerShell
- Python
- C#
- C++
German
Finnish
Tech tools and concepts
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- MS Excel
- MS Outlook
- MS Word
- MS PowerPoint
- PHPStorm
- MySQL/MariaDB
- ServiceNow
- REST
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- Adobe Photoshop
- Adobe Premiere
- Oracle
- MS SQL
- Windows
- Windows Server
- Jira
- Confluence
- Data Architecture
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- Apache HTTPD
- LiteSpeed
- Microservices
- Agile
- SharePoint
- Docker
More on PluralSight.
Experience
15+ years of work experience is nothing to sniff at, and potentially a lot to read about. I tried to compact it into a nice timeline, but am hiding it in case you are not ready to scroll a lot.
I am ready, show it to me!
Student at Security Journey
Elapsed time:
19 Green Belts and Threat Modeling
Achievements:
20 certificates
Student at Security Journey
R&D Support Engineer at Signant Health
Elapsed time:
Responsibilities:
- Investigate, manage, and triage application incidents and service requests.
Achievements:
- Submitted almost a hundred suggestions for product improvement.
- Helped with several de-escalations of issues with sponsors.
- Wrote multiple knowledgebase articles.
Student at Arcada
Founding Member at Support from Hel
Elapsed time:
Group for professionals working in customer support to meet, network & learn with industry peers.
Responsibilities:
- Sharing tech support knowledge with fellow tech supporters and specialists from related fields or those inspiring to become ones.
Tier 3 Technical Support Engineer at Smartly.io
Elapsed time:
Responsibilities:
- Ensured best-in-class technical support and distinguished customer service with lots of analysis and debugging.
- Kept product documentation up to date.
- Assisted and trained teammates.
Achievements:
- Drove implementation of Support Handbook, internal collection of manuals and guidelines for customer support.
- Participated in leadership training
Snapchat Essentials
Tier 3 Technical Support Engineer at Smartly.io
Senior Technical Support Analyst at Citi
Elapsed time:
Responsibilities:
- Level 1 to level 3 support of local applications
- Subject matter expert for local applications
- Participate in projects
- Primary contact person for clearing operations' technology, processes and applications including cryptography
- Write technical and user documentation
- Participate in audits both internal and external
- Changes management
- Team leader for operators working in shifts
Achievements:
- Closed several potential security issues in Kazakhstan processes
- Negotiated vendor pricing for a project from $100k USD down to $55k USD and led the refactoring of the application
- Participated in Want to be a leader program leading my team to 1st place as early as in the 2nd month of it
- Registered all externally issued certificates in local tracking system
Student at Luxoft Training
Customized course Basics of web-services support, 6 hours
Achievements:
Certificate
Senior Technical Support Analyst at Citi
Technical Support Analyst at Citi
Elapsed time:
Responsibilities:
- Level 1 support of subset of regional applications
- Level 1 to level 3 support of local applications
- Subject matter expert for several local applications
- Application management (mix of product ownership, project management, business analysis, quality assurance, and some other roles)
- Participate in projects
- Testing of fixes and new features in supported applications
- Assistance with integration of new applications or processes
- Primary contact person for clearing operations' technology, processes and applications including cryptography
- Write technical and user documentation
- Participate in audits both internal and external
- Team leader for operators working in shifts
Achievements:
- Automated several manual processes used in the department
- Standardized and optimized server-side scripts
- Successfully managed 30 applications simultaneously, closing decade-long backlog for a handful of them
- Participated in Ideation program as subject-matter expert for one of the winning ideas
- Single-handedly supported the entire country of Kazakhstan for 2 years, fulfilling various roles including technical support, project manager, application manager, and business analyst
Technical Support Analyst at Citi
Technical Support Specialist at Citi
Elapsed time:
Responsibilities:
- Level 1 support of subset of regional applications
- Level 1 to level 2 support of local applications
- Subject matter expert for several local applications
- Application management
- Participation in projects
- Testing of fixes and new features in supported applications
- Assistance with integration of new applications or processes
Achievements:
- Migration of clearing processing from Windows XP to Windows 7 and automation of some of the steps
- Expert assistance in refactoring of local application for stability and speed improvements
- Coached several new evening and morning operators
Student (specialist) at Moscow Institute of Electronics and Mathematics
Elapsed time:
Specialization: management and informatics in technical systems
Achievements:
Student (bachelor) at Moscow Institute of Electronics and Mathematics
Elapsed time:
Specialization: automation and management
Achievements:
Technical Support Specialist at Citi
Engineer at IBS Datafort
Elapsed time:
Outsourced job for Citi Russia as evening operator.
Responsibilities:
- Initiate operations related to End of Day processing
- Monitor continuous night processes
- Level 1 support of subset of regional applications
- Level 1 or level 2 support of local applications
Achievements:
- Promoted to day-time operator after approximately 1 year
- Transferred a paper-based checklist used by operators to Excel featuring several automated functions to improve traceability of work
Engineer at IBS Datafort
![Windsor](/assets/images/icons/Windsor.webp)
Engineer at Windsor
Elapsed time:
Responsibilities:
- Manage office hardware and software
- Manage company's website
- Create digital training courses
![Windsor](/assets/images/icons/Windsor.webp)
Engineer at Windsor
Student (bachelor) at Moscow Institute of Electronics and Mathematics
Student (specialist) at Moscow Institute of Electronics and Mathematics
![School №1208](/assets/images/icons/1208.webp)
Pupil at School №1208
Elapsed time:
Achievements:
- 10 years of general education
- High level of English
- Class president in grades 6 to 9
- Participated in school theatre with noticeable roles of Famusov (Grief from the mind), Zvyagincev (They Were Fighting for Homeland), reindeer (Snow Queen), Carlo/Geppetto and Karabas-Barabas/Mangiafuoco/Stromboli (Buratino/Pinocchio)
Certificate
Content Engineer
Elapsed time:
Responsibilities:
- Develop website on PHP with JavaScript
- Design UI and UX of the website
- Support website operations and users
- Analyze all requirements and requests of users, maintaining close communications to understand needs and improve product accordingly
- Write technical and client documentation
- Write prose in English and Russian
- Write poetry in English and Russian
- Occasionally write reviews for games, anime, manga, movies and TV series
- Learn narrative design through gaming experiences
Achievements:
- Rewrote code into libraries and published on
GitHub. Current website project is also meant to remain open source for, unless it can affect security.
- Controlled optimization processes and served as the main developer of the
DarkSteam project until its closure, including releasing a revamped app version with migration to web platform to yield a 150x performance increase
- Supported file storage of 8Tbs+
- Administered and moderated a forum of 20,000+ users
- Automated payments and donations via PayPal using vBulletin plugins
- Posted most of the game reviews on
Steam
- Experimented with narrative in video by creating
Welcome To My Crib and
Aqua Chronica series
![School №1208](/assets/images/icons/1208.webp)
Pupil at School №1208
Projects
Games
PHP
Testimonials
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1/17
Feedback from Mika Nuutilainen -
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Feedback from Mika Nuutilainen -
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Feedback from Jaakko Anttonen -
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Feedback from Alexandru Vacaru -
5/17
Feedback from Jaakko Anttonen -
6/17
Feedback from Mika Nuutilainen -
7/17
Feedback from Mika Nuutilainen -
8/17
Feedback from Marcella Armilla -
9/17
Feedback from Magalí Gomez -
10/17
Feedback from Jana Christoviciute -
11/17
Feedback from Xavier Budan -
12/17
Feedback from Augustine Lee -
13/17
Feedback from Ayberk Yerlikaya -
14/17
Feedback from Marcella Armilla -
15/17
Feedback from Jarno Marin -
16/17
Feedback from Toivo Vaje -
17/17
Feedback from Tatu Virtanen
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