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Maksim Dyakov

@maksimdyakov

Technical Support Engineer at BI.ZONE who supported cybersecurity services and handled initial WAF analysis and corrective filtering rules.

Georgia

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What I'm looking for

I’m seeking a Technical Support Engineer role in an IT or cybersecurity team, focused on user and service support, incident handling, initial troubleshooting, and escalation. I’m available for full-time office or remote work and occasional business travel.

At BI.ZONE, I supported the company’s cybersecurity services and products for Russian and international clients. I handled service requests, managed user access, and investigated antispam false positives.

I also conducted initial WAF analysis and configured corrective filtering rules, while classifying and escalating HelpDesk tickets. Previously, as a Junior Technical Support Engineer at the Moscow Department of Information Technology, I diagnosed issues in IT systems, hardware, and business applications.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

BI.ZONE

Mar 2025 - Sep 2026 (1 year 6 months)

Provided customer support for cybersecurity services and products, handling requests via phone, Telegram, and email. Performed administrative tasks, managed antispam lists, conducted initial WAF analysis, and classified and escalated HelpDesk tickets.

Help Desk Jira Confluence Graylog WAF Anti spam Active Directory Windows Customer Support Escalation Management SLA Tracking

Junior Technical Support Engineer

Moscow Department of Information Technology

Sep 2024 - Jan 2025 (4 months)

Logged service requests, advised users, classified incidents, and routed them to specialized teams. Diagnosed issues in IT systems, hardware, and business applications, and performed basic administration of Windows and Active Directory.

Windows Active Directory Incident Management Troubleshooting Help Desk IT Support