Ihor Shevela

I am a dedicated IT professional with over 6 years of experience in Service Delivery and Technical Support Operations. My expertise lies in bridging the gap between complex IT products and the end-user by ensuring seamless communication, process stability, and efficient problem-solving.

I have a proven track record of managing technical inquiries, troubleshooting hardware/software issues, and optimizing internal workflows to improve service quality. I am proficient in Jira and Zendesk, using these tools to maintain organized ticketing systems and meet strict SLA requirements.

My goal is to provide your clients with a reliable, high-quality service experience while providing you with transparent reporting and optimized operational processes.

What I can help you with:
• Technical Support (L2/L3): Expert troubleshooting and resolution of complex product-related issues.
• Process Optimization: Streamlining internal workflows and automating routine reporting tasks.
• Incident Management: Coordinating technical teams to ensure timely resolution of critical issues.
• Customer Success: Managing client relationships and providing clear, data-driven status reports.

Languages:
• English: Upper-Intermediate (Professional communication & technical documentation).
• Spanish: Intermediate (Strongly proficient in written communication, chat support, and documentation).
• Ukrainian: Native (Fluent in all forms of communication).