Yulia Ehrich
Blacksburg,VA
Summary
Professional with strong background in providing technical support and resolving complex customer issues. Skilled in troubleshooting, networking, and software diagnostics, ensuring seamless user experiences. Valued team collaborator focused on achieving results and adapting to evolving needs. Known for clear communication, problem-solving abilities, and customer-centric approach.
Overview
15
15
years of professional experience
Work History
Customer Support Engineer
Tempo Software
07.2021 - Current
- Jira & Tempo Expertise: Extensive knowledge of Jira, Tempo products (Timesheets, Structure, Structure Gantt, Custom Charts), and Jira add-ons for time tracking and resource management.
- Customer Support & Troubleshooting: Skilled in diagnosing, investigating, and resolving customer issues while providing excellent customer service and building strong client relationships. Managed approximately 30 incoming tickets per day with different types of requests.
- Technical Analysis & Problem-Solving: Experienced in analyzing support logs, weblogs, and recreating customer issues on test instances to develop effective solutions.
- Product Improvement & Collaboration: Worked closely with the product team to provide feedback for improving Tempo products based on customer issues and feature requests.
- Requirement Communication & Documentation: Effectively communicated customer requirements to software developers for new features and custom solutions, ensuring proper documentation of support requests.
- Jira Ecosystem & JQL Proficiency: Strong knowledge of the Atlassian ecosystem, Jira usage, complementary apps, and Jira Query Language (JQL).
- Bug Reporting & Quality Assurance: Documented and communicated bugs to the QA team by creating test cases and tracking their resolution.
- Custom Solutions & Scripting: Proficient in Structure's EXPR programming language to develop tailored solutions for clients.
- Knowledge Management & Continuous Learning: Contributed to knowledge base development and adapted to new products following acquisitions.
Customer Support Engineer
QUIPU GMBH
09.2018 - 03.2021
- Company Overview: Technical arm of German ProCredit Holding which provides banking software and card payment infrastructure for international banks
- Used problem solving and troubleshooting skills daily in customer service role to determine client needs and problems and provide solutions. Manage approximately 10 incoming calls, 30 emails per day from banks.
- Built strong relationships between my team and client banks, while communicating bank requirements to software developers for new projects
- Applied analytical skills and used software architecture to identify issues, causes, and solutions
- Tested new features before staging and reported performance issues to the IT staff to meet acceptance criteria
- Executed ATP (Acceptance testing plan) test plans
- Managed the implementation of the terminal configuration protocol using documentation, CMS tools, and testing techniques such as decision table and state transition testing
- Designed and finalized reports based on unique needs of banks in Moldova, Ukraine, Georgia and Tajikistan
- Created documentation and Power Point presentations for the banks and for the IT teams
- Technical arm of German ProCredit Holding which provides banking software and card payment infrastructure for international banks
Customer Support and Sales Manager
Chernigivphoto
09.2012 - 04.2018
- Company Overview: Personal photo framing business
- Provided highly responsible customer phone, email, and personal support and service to build strong and transparent relationships between clients and service providers
- Managed, updated and tested the main website (UX/UI testing) to provide product information
- Use of Google AdWords resulted in sales increases of over 40% per year
- Promoted products over social media (Facebook, Instagram) to increase brand awareness
- Personal photo framing business
Junior Economist (Trainee)
Robert Bosch Ltd
01.2012 - 06.2012
- Company Overview: Thermotechnics department
- Built strong relationships by contributing organizational skills, personal time management and deadline targeting
- Managed approximately 30 incoming calls, 20 emails and faxes per day from customers
- Managed database with company tools
- Thermotechnics department
USA Trainee Program (work and Travel Program)
McDonalds
05.2010 - 09.2010
- Gained communication and English language skills by working among people of different nationalities and ages and diversity
Education
Quality assurance automation - IT
Bootcamp Devmountain At Strayer University
USA08.2021
Manual quality assurance certificate - IT
Bootcamp Beetroot Academy
Ukraine, Kyiv02.2021
ITIL Foundation certificate - IT service management, edition 4
AXELOS
Ukraine, Kyiv12.2019
ESL English course - English
College of Southern Maryland
USA01.2017
Bachelor’s degree and Master’s degree - Management of Foreign Economic Activity
National Aviation University
Ukraine, Kyiv01.2012
Skills
- Jira (JQL knowledge)
- Microsoft Office knowledge
- Scrum (Agility)
- Excellent verbal and written communication
- Analytical skills
- Documentation and reporting
- Root-cause analysis
- Cross-functional collaboration
- Troubleshooting and diagnosis
- Attention to detail
- Problem-solving abilities
- Adaptability and flexibility
Qualifications And Skills - Skills
- Experienced user of Jira (JQL)
- Familiarity with workflow and test case management tools such as Jira, TestRail/TestLink, GitHub
- Experienced in Microsoft Office, Outlook, Teams, Slack
- Experience with decision tree and state transition testing (white and black box techniques) on different levels of testing: unit, integration testing
- Interpersonal communication skills and the ability to work effectively on a team and independently
- Knowledge of software methodology: Agile, scrum, waterfall, V-model
- Passion for cultivating teams that work together to deliver the best product quality to increase team confidence
- Excellent written communication skills
- High proficiency in English; fluent in Russian and Ukrainian
- Good analytical skills
Personal Information
Title: Customer Support Engineer
Short Summary
Self-driven customer support specialist with 2.5 years of experience in IT company Processing Centre of the Banks with strong problem-solving skills.
Languages
English
Professional Working
Ukrainian
Native or Bilingual
Russian
Professional Working
Timeline
Customer Support Engineer
Tempo Software
07.2021 - Current
Customer Support Engineer
QUIPU GMBH
09.2018 - 03.2021
Customer Support and Sales Manager
Chernigivphoto
09.2012 - 04.2018
Junior Economist (Trainee)
Robert Bosch Ltd
01.2012 - 06.2012
USA Trainee Program (work and Travel Program)
McDonalds
05.2010 - 09.2010
Quality assurance automation - IT
Bootcamp Devmountain At Strayer University
Manual quality assurance certificate - IT
Bootcamp Beetroot Academy
ITIL Foundation certificate - IT service management, edition 4
AXELOS
ESL English course - English
College of Southern Maryland
Bachelor’s degree and Master’s degree - Management of Foreign Economic Activity
National Aviation University
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