AMAndrew Malvo
@andrewmalvo
L2 Technical Support Specialist — night-shift expert in FinTech and high-load banking.
ZimbabweWhat I'm looking for
I am an L2 Technical Support Specialist with 3+ years supporting FinTech and high-load banking clients, reliably managing night-shift operations and maintaining 98%+ SLA compliance. I handle complex technical incidents independently, troubleshoot payment systems and API integrations, and escalate with detailed diagnostics.
I drove a 35% AHT reduction through CRM workflow optimization, mentored new team members to speed onboarding, and built automation-minded processes including AI-assisted workflows. I am available for US night shifts, fast to learn new platforms, and focused on crisis management and compliance in regulated environments.
Experience
Work history, roles, and key accomplishments
L2 Technical Support Specialist
Ozon Bank
Sep 2025 - Present (4 months)
Manage L2 technical support for 500+ corporate banking clients, resolving 15–20+ complex cases daily with a 45-minute average resolution time and maintaining 98%+ SLA compliance during night shifts.
Customer Experience Expert
T2 Mobile
Sep 2024 - Sep 2025 (1 year)
Optimized CRM workflows to reduce average handle time by 35%, exceeded performance targets by ~20% QoQ, and mentored 5+ new team members to accelerate onboarding by 20%.
Customer Support Specialist
MTS Bank
Mar 2023 - Jun 2024 (1 year 3 months)
Handled 80+ live chat interactions daily providing L1/L2 support for core banking products, achieved a 15% cross-selling conversion rate and delivered product feedback for process improvements.
Freelance Digital Specialist
Freelance
Jan 2017 - Jan 2024 (7 years)
Managed and scaled social media communities with 1M+ combined reach, developed a Telegram sales automation bot, and ran VKAds campaigns including budget allocation and performance analysis.
Education
Degrees, certifications, and relevant coursework
Saransk Cooperative Institute (RUC)
Bachelor of Science, Information Systems
2020 - 2024
Bachelor's degree in Information Systems focusing on planning and organization of enterprise information systems.
Saransk State Industrial and Economic College
Associate Degree, Cybersecurity
2016 - 2020
Associate degree in Cybersecurity with a major in information security of telecommunication systems.
Availability
Location
ZimbabweAuthorized to work in
Job categories
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