Open to opportunities

pavlo iusim

@pavloiusim

Message

Senior Technical Support leader with a passion for customer satisfaction.

United States

Message

What I'm looking for

I am looking for a role that values technical excellence and fosters team collaboration.

I am a Senior Technical Support Manager with over 15 years of experience in leading support teams and delivering enterprise-level technical solutions for Fortune 500 companies. My career has been marked by a proven track record in building high-performing teams, optimizing support processes, and driving customer satisfaction through technical excellence. I thrive in dynamic environments where I can leverage my expertise in API integration, performance optimization, and incident management to enhance customer experiences.

At PAXOS, I lead technical support operations for major financial institutions, specializing in cryptocurrency integration. I have successfully reduced response times and resolution times through process optimization and have developed an AI-powered documentation search system that significantly improves team efficiency. My previous roles at IBM Aspera and Genesys have equipped me with the skills to manage escalations for enterprise clients and implement product improvements based on customer feedback. I am now seeking new opportunities in Europe where I can continue to make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Team Lead

Current

PAXOS

Nov 2021 - Present (3 years 6 months)

Leading technical support operations for major financial institutions, specializing in cryptocurrency integration. Built a high-performing team and optimized support processes, achieving significant reductions in response and resolution times. Developed an AI-powered documentation system and automated support tools using Python.

Technical Leadership API Integration Incident Management Python Development Performance Optimization Customer Relationship Management Troubleshooting Zendesk Process Development

Senior Technical Support Engineer

IBM ASPERA

May 2017 - Nov 2021 (4 years 6 months)

Served as an escalation point for enterprise clients, leading complex troubleshooting of network infrastructure and API integrations. Collaborated with engineering teams to implement product improvements and contributed to technical documentation.

Technical Support MySQL API Integration Linux Windows AWS Customer Feedback Technical Documentation Escalation Management Problem Solving

Senior Technical Support Engineer

GENESYS

Nov 2013 - May 2017 (3 years 6 months)

Managed escalations for enterprise contact centers, performing advanced diagnostics and providing architectural guidance for system optimization. Collaborated with cross-functional teams to expedite issue resolution.

Technical Support SQL Oracle Wireshark Optimization Disaster Recovery High Availability Diagnostics Cross Functional Collaboration Escalation Management

Technical Support Team Lead

MIRATECH (GENESYS)

Jul 2007 - Sep 2013 (6 years 2 months)

Led a team of support engineers, achieving a significant increase in customer satisfaction and reducing resolution times through process optimization. Implemented knowledge management initiatives to decrease recurring issues.