MCP - Microsoft Certified Professional

I was responsible for internal integrations and some process automations. Integrated intercom and Pipedrive for support ticketing flow. Using webhooks and API and docker and all other fancy things.

Integration Specialist

Was a last person between customer support and development team. Created technical knowledge base for support for common tasks. Collaborating with development team to improve internal toolsets for support usage. Mainly working with people and then technology/software like PL/SQL, XML, JIRA, Confluence etc.

Technical Support Analyst

Built and scaled the technical support function during Veriff’s hypergrowth phase. Created the team’s foundation, playbooks, and KPIs to scale support from a startup setup to a mature tech organization. Focused on people-first leadership—coaching, mentoring, and creating a psychologically safe environment during fast-paced changes. Managed incident escalations, customer critical issue handling, and root cause analysis efforts in partnership with engineering. Enabled strong collaboration with Revenue, Product, and Legal, becoming a trusted voice for technical feasibility and customer empathy. Consistently maintained SLA success, helped design internal dashboards and tooling, and drove hiring for both local and global teams.

Technical Support Team Lead

Senior Problem Manager

Did a technical support for Symantec ServiceDesk and Workflow software. Maintaining knowledge base articles, reporting and tracking defects, managing escalations.

Technical Support Engineer

Driving org-wide operational excellence, leading large-scale change, and building systems that enable growth at scale. Positioned at the intersection of Engineering, Product, GTM, and Operations. Defined and operationalized the company’s Major Incident Management function — spanning global stakeholders, audit and compliance requirements (ISO, DORA, NIS2), stakeholder communication, postmortems, and tooling. Built foundational processes and governance to prepare Veriff’s technical functions for 10x scale, including a Priority Matrix and a cross-functional incident lifecycle management system. Introduced a scalable two-layer support model, separating senior and mid-level workflows, unlocking specialization, focus, and improved customer satisfaction. Led the development of a new internal backoffice, a cross-departmental initiative that enabled Sales, Ops, and Product teams to scale efficiently with reduced engineering dependency. Transitioned the Technical Support Engineering team from ad

Senior Technical Support Team Lead

Customer Care

As a technical support engineer I was working on live databases.  Doing backups, restores and all kind of data fixing within database. Reverting user actions etc. Improved software Incident management process and post-mortems. Automated some of the daily tasks and improved the base data for better reporting

Started with assembling computers in production. Later joined the warranty department where I had to test and repair computers and hardware also Learned about data restore from broken hard drives.

Specialist

Founder & CEO

Founder of SecureSpells

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