Ivan Kashperov

As an IT Service Manager at Pulse, I built the Problem Management process from scratch, established governance and KPI reporting, and introduced a weight-based severity calculator. I coordinate SRE, Support, QA, Implementation, Product, and Engineering teams, lead weekly Problem Boards, manage escalations, and drive continuous improvement across ITSM processes.

Built the Problem Management process from scratch and managed ~100 active problems. Coordinated major incidents, RCA, and post-release verification across cross-functional teams.

As a Customer Service Manager at Antares Vision Group, I provided technical support for enterprise clients and supported service reliability. I participated in implementing Zabbix monitoring, investigated incidents, coordinated escalations to technical teams, created and managed problems, and collaborated with engineering and support teams to identify recurring issues and improve service quality

Managed L1-L2 IT support operations in ServiceNow, including incident coordination and escalations. Led migrations from ServiceNow to Salesforce and from Salesforce to SimpleOne SDLC.

As an L2 Technical Support Specialist at Teleperformance, I managed technical cases from registration and classification to investigation and escalation to L3 teams. I performed initial diagnostics, maintained Knowledge Base articles, prepared operational reports, analyzed case trends, and supported daily coordination as a backup for a team of 8–10 specialists.

Managed technical cases from initial diagnosis through L2/L3 escalation. Maintained troubleshooting documentation and coordinated activities for a team of 10 specialists.

As a Corporate Customer Service Representative at AP Companies, I supported corporate clients and coordinated international medical assistance cases. I communicated with clients, assistance providers, and internal teams, managed case documentation, coordinated solutions, and ensured timely follow-up in a fast-paced international service environment.

As a Call Center Specialist at Rolf, I handled customer inquiries, provided information about vehicles and dealership services, registered requests, and coordinated communication between customers and relevant departments. I developed strong customer service, communication, and problem-solving skills in a fast-paced environment.

Grade: 4.7

Completed a Specialist degree in Linguistics in 2016.