Open to opportunities

Timotej Leško

@timotejleko

Product Support Team Lead at Resco, automating ticket triage and improving resolution time by 15%.

At Resco, I lead a support team and improved resolution time by about 15% through daily operations and ongoing improvements. I also built Jira automation that cut manual ticket handling by roughly 40%.

I use BigQuery and GA4 reporting to identify recurring issues and prioritize fixes, and I piloted an AI agent that surfaces answers from documentation and past tickets for human verification. I work with Product and Engineering to bring customer feedback into product and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Product Support Team Lead

Current

Resco spol. s r.o.

Jul 2022 - Present (4 years 3 months)

Led a support team of four, achieving a 4.48/5 customer satisfaction score and under one hour first response time. Implemented Jira automation to cut manual ticket handling by 40% and improved resolution time by 15%.

Jira BigQuery GA4 SQL AI Customer Support Team Leadership Escalation Management Knowledge Base Automation

Product Support Agent

Resco spol. s r.o.

Jun 2019 - Jun 2022 (3 years)

Resolved complex technical issues end to end for B2B SaaS customers, from onboarding through ongoing use. Partnered with engineering to investigate and fix product defects, and captured customer feedback for product improvements.

Customer Support B2B SaaS Technical Troubleshooting engineering collaboration Feedback Management

Occupational Health Specialist

Falck Healthcare a.s.

Sep 2018 - May 2019 (8 months)

Managed client engagements end to end, from planning through delivery. Conducted assessments and delivered findings and recommendations to clients, communicating complex topics clearly to nontechnical stakeholders.

Client Management Assessments Communication Skills Stakeholder Management