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@yuriy-katkov

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IT Support Engineer (L2) at Nornickel who resolved 90% of support tickets without L3 escalation.

Armenia

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What I'm looking for

I’m looking for fully remote opportunities in IT Support, L2 Technical Support, Application Support, or System Administration.

At Nornickel, I provided L2 technical support in an enterprise IT environment serving over 25,000 users. I diagnosed Windows 10/11 issues and supported Active Directory, Outlook, enterprise applications, and VDI.

I resolved approximately 90% of support tickets without escalation to L3 and handled an average of 15–20 requests per day while meeting SLA requirements. I also created PowerShell scripts for log collection, network checks, cleanup, and outdated profile removal.

Previously, as a System Administrator at A. S. Pushkin Regional Library for Children and Young Adults, I managed IT infrastructure supporting approximately 50 workstations. I migrated server infrastructure from Windows Server 2003 to Windows Server 2008, including Active Directory and file resources, without extended downtime.

I’m continuing to develop my Linux and Python skills. I’m open to fully remote opportunities in IT Support, L2 Technical Support, Application Support, and System Administration.

Experience

Work history, roles, and key accomplishments

IT Support Engineer (L2)

Nornickel

Sep 2021 - Jul 2026 (4 years 10 months)

Provided L2 technical support in a large enterprise IT environment with over 25,000 users.

Key responsibilities:

- Diagnosed and resolved Windows 10/11 hardware, software and user-related issues.
- Supported Active Directory user accounts and security groups.
- Troubleshot Microsoft Outlook, enterprise applications, VDI, RDP, RemoteApp and VPN connectivity.
- Resolved network

System Administrator

A. S. Pushkin Regional Library for Children and Young Adults

May 2010 - Sep 2020 (10 years 4 months)

Managed and maintained IT infrastructure for a public library, supporting approximately 50 workstations, Windows servers, network equipment and end users.

Key responsibilities:

- Administered Active Directory, including user accounts, security groups and access permissions.
- Maintained Windows Server 2008 infrastructure, including domain controllers and file servers.
- Installed,