Dmitrii Marchuk

Investigate and resolve complex technical incidents escalated from lower support levels.
• Analyze server and application logs to identify root causes and validate technical hypotheses.
• Troubleshoot API integrations, POS systems, and third-party service interactions.
• Monitor system health using Grafana and OpenSearch to detect degradations and prevent large-scale incidents.
• Work with SQL

Key responsibilities:

- In-depth monitoring of the FTTB (Fiber to the Building) transport network
- Comprehensive oversight of telematic services within the FTTB network
- Troubleshooting issues related to billing systems performance
- Resolving malfunctions in value-added services (e.g. Kaspersky Internet Security, static IP, etc.)
- Diagnosing and resolving IPTV/TVE service errors, incl

Key responsibilities:

- Designing and implementing comprehensive training programs to prepare specialists for second-line technical support roles
- Developing instructional materials, including guides for diagnostic tools, customer interaction scripts, and escalation process scenarios
- Organizing and delivering training sessions, workshops, and hands-on labs focused on incident monitoring, a

Key responsibilities:

- Providing second-line technical support for customers regarding home internet and IP television services
- Diagnosing and resolving technical issues using specialized software and network tools (ping, traceroute, VPN configurations)
- Configuring customer routers, set-top boxes (STBs), and other network infrastructure components
- Advising users on network security,

Key responsibilities:

- Conducted negotiations with B2C clients to increase sales of telecommunications services
- Developed personalized commercial offers based on client needs and analysis of current service usage
- Attracted new customers through cold calling, presentations, and participation in industry events
- Managed the full sales cycle: from identifying client needs to contract sig