Nikita Balakin
Tallinn
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Engineer
IBM
06.2023 - Current
- Technical support for lenovo laptops, servers and pc's.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Answered incoming support inquiries via chat, phone and email.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Used remote diagnostic tools to identify sources of certain customer issues.
System Administrator
PILOT ASSET MANAGEMENT, LLC
03.2023 - 04.2023
- Learned how to work with GSuite and new crm systems. Learned to fix errors related to Gsuite and crm
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Worked with users to determine areas of technology in need of improved usability.
- Managed onboarding and offboarding of employees.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Service Center Specialist
My own
06.2019 - 12.2021
- Assembled and configured computers. Serviced offices. (procured peripherals and computer accessories, installed and configured them) Serviced parts and peripherals. (cleaning, small repairs, replacement of parts) Installed software (Microsoft Office, Photoshop, etc.) Carried out diagnostics of the system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained high customer satisfaction standards to meet or exceed targets.
Customer Support Specialist
Pyaterochka
02.2018 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Generated reports to track performance and analyze trends.
Production Manager
Xytro
01.2019 - 10.2021
- - Determined requirements for suitable crews, scheduled employees, and worked with Human Resources to meet changing production schedules. - Evaluated production processes and recommended improvements to improve productivity. - Applied lean manufacturing techniques to balance workflow and eliminate unnecessary steps. - Reviewed work for quality and compliance with company standards and design specifications. - Promptly resolved personnel and scheduling conflicts and production issues.
Human Resources Administrator
Kafe 27
05.2021 - 03.2022
- - Maintained customer satisfaction by making sure service was top notch. - Maintained cleanliness and restocked server areas to increase efficiency at tables. - Trained service staff on how to sell appropriate food and beverages to increase sales and leave customers satisfied. - Showed enthusiasm and promoted excellent customer service. - Successfully attracted customers by increasing referrals and visitors. - Worked with cash register and vendors, recruited and trained staff.Made schedules and issued payroll - Participated in continuous improvement by making suggestions, participating in problem solving to maintain teamwork.
Education
Bachelor of Science -
Kharkiv National University of Radio Electronics
Ukraine, Kharkiv06.2023
Skills
- Remote Support
- Customer Support
- User Training
- Hardware maintenance
- Helpdesk administration
- Technical Support
Languages
Russian, Ukrainian
Native language
English
Advanced
C1
Estonian
Beginner
A1
Certification
- Lenovo and IBM Training
- Licensed Engineer
Timeline
Customer Engineer
IBM
06.2023 - Current
System Administrator
PILOT ASSET MANAGEMENT, LLC
03.2023 - 04.2023
Human Resources Administrator
Kafe 27
05.2021 - 03.2022
Service Center Specialist
My own
06.2019 - 12.2021
Production Manager
Xytro
01.2019 - 10.2021
Customer Support Specialist
Pyaterochka
02.2018 - 11.2019
- Lenovo and IBM Training
- Licensed Engineer
Bachelor of Science -
Kharkiv National University of Radio Electronics
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