Me

Hi, there!

My name is Dmitry, nice to meet you!

I'm an experienced tech support analyst, who recently started dabbling in game design and development.

On this website you can learn more about my skills and try out some of the projects I've done. Or you can just LinkedInhire me.

Skills

Skills

Core competencies

    • Technical Support
    • Incident Management
    • Problem Management
    • Quality Assurance
    • Product Ownership
    • Change Control
    • Automation
    • Storytelling
    • Creativity
    • Web Development
    • Fullstack Development
    • Business Analysis
    • Project Management
    • Risk Management
    • Disaster Recovery
    • Security
    • Customer Success
    • Communication
    • Coaching
    • Leadership
    • Software Architecture
    • UI/UX Design
    • Graphics Editing
    • Video Editing

Languages

    • EnglishEnglish
    • RussianRussian
    • PHP
    • SQL
    • JavaScript
    • TypeScript
    • HTML5
    • CSS3
    • VBScript
    • VBA
    • VB.NET
    • >
    • GameMaker
    • Windows CLI
    • PowerShell
    • Python
    • C#
    • C++
    • GermanGerman
    • FinnishFinnish

Tech tools and concepts

    • MS Excel
    • MS Outlook
    • MS Word
    • MS PowerPoint
    • PHPStorm
    • MySQL/MariaDB
    • ServiceNow
    • REST
    • Adobe Photoshop
    • Adobe Premiere
    • Oracle
    • MS SQL
    • Windows
    • Windows Server
    • Jira
    • Confluence
    • Data Architecture
    • GameMaker
    • GameMaker
    • Apache HTTPD
    • LiteSpeed
    • Microservices
    • Agile
    • SharePoint

More on PluralSightPluralSight.

Experience

Experience

15+ years of work experience is nothing to sniff at, and potentially a lot to read about. I tried to compact it into a nice timeline, but am hiding it in case you are not ready to scroll a lot.

I am ready, show it to me!
Security Journey

Student at Security Journey

Elapsed time:
19 Green Belts and Threat Modeling
Achievements: 20 certificates20 certificates



Security Journey

Student at Security Journey






Arcada

Student at Arcada

Elapsed time:
Game Design and Production
Achievements: Transcript of recordsTranscript of records
Signant Health

R&D Support Engineer at Signant Health

Elapsed time:
Responsibilities:
  • Investigate, manage, and triage application incidents and service requests.
Achievements:
  • Submitted almost a hundred suggestions for product improvement.
  • Helped with several de-escalations of issues with sponsors.
  • Wrote multiple knowledgebase articles.



Arcada

Student at Arcada

XAMK

Student at XAMK

Elapsed time:
Introduction to Video Game Creation


Support from Hel

Founding Member at Support from Hel

Elapsed time:
Group for professionals working in customer support to meet, network & learn with industry peers.
Responsibilities:
  • Sharing tech support knowledge with fellow tech supporters and specialists from related fields or those inspiring to become ones.



Smartly.io

Tier 3 Technical Support Engineer at Smartly.io

Elapsed time:
Responsibilities:
  • Ensured best-in-class technical support and distinguished customer service with lots of analysis and debugging.
  • Kept product documentation up to date.
  • Assisted and trained teammates.
Achievements:
  • Drove implementation of Support Handbook, internal collection of manuals and guidelines for customer support.
  • Participated in leadership training
  • CertificateSnapchat Essentials





Smartly.io

Student at Smartly.io

Creative Foundational certification
Achievements: CertificateCertificate


Snap Inc.

Student at Snap Inc.

Snapchat Essentials
Achievements: CertificateCertificate

Smartly.io

Tier 3 Technical Support Engineer at Smartly.io


Citi

Senior Technical Support Analyst at Citi

Elapsed time:
Responsibilities:
  • Level 1 to level 3 support of local applications
  • Subject matter expert for local applications
  • Participate in projects
  • Primary contact person for clearing operations' technology, processes and applications including cryptography
  • Write technical and user documentation
  • Participate in audits both internal and external
  • Changes management
  • Team leader for operators working in shifts
Achievements:
  • Closed several potential security issues in Kazakhstan processes
  • Negotiated vendor pricing for a project from $100k USD down to $55k USD and led the refactoring of the application
  • Participated in Want to be a leader program leading my team to 1st place as early as in the 2nd month of it
  • Registered all externally issued certificates in local tracking system






Luxoft Training

Student at Luxoft Training

Customized course Basics of web-services support, 6 hours
Achievements: CertificateCertificate






Citi

Senior Technical Support Analyst at Citi

Citi

Technical Support Analyst at Citi

Elapsed time:
Responsibilities:
  • Level 1 support of subset of regional applications
  • Level 1 to level 3 support of local applications
  • Subject matter expert for several local applications
  • Application management (mix of product ownership, project management, business analysis, quality assurance, and some other roles)
  • Participate in projects
  • Testing of fixes and new features in supported applications
  • Assistance with integration of new applications or processes
  • Primary contact person for clearing operations' technology, processes and applications including cryptography
  • Write technical and user documentation
  • Participate in audits both internal and external
  • Team leader for operators working in shifts
Achievements:
  • Automated several manual processes used in the department
  • Standardized and optimized server-side scripts
  • Successfully managed 30 applications simultaneously, closing decade-long backlog for a handful of them
  • Participated in Ideation program as subject-matter expert for one of the winning ideas
  • Single-handedly supported the entire country of Kazakhstan for 2 years, fulfilling various roles including technical support, project manager, application manager, and business analyst






Citi

Technical Support Analyst at Citi

Citi

Technical Support Specialist at Citi

Elapsed time:
Responsibilities:
  • Level 1 support of subset of regional applications
  • Level 1 to level 2 support of local applications
  • Subject matter expert for several local applications
  • Application management
  • Participation in projects
  • Testing of fixes and new features in supported applications
  • Assistance with integration of new applications or processes
Achievements:
  • Migration of clearing processing from Windows XP to Windows 7 and automation of some of the steps
  • Expert assistance in refactoring of local application for stability and speed improvements
  • Coached several new evening and morning operators






Moscow Institute of Electronics and Mathematics

Student (specialist) at Moscow Institute of Electronics and Mathematics

Elapsed time:
Specialization: management and informatics in technical systems
Achievements:
  • Class president since 2nd year
  • Graduate work: Testing of hardware and software solutions for 3-dimensional information representation in virtual reality system
  • DiplomaDiploma
  • GPAGPA 3.56
Moscow Institute of Electronics and Mathematics

Student (bachelor) at Moscow Institute of Electronics and Mathematics

Elapsed time:
Specialization: automation and management
Achievements:
  • Class president
  • Graduate work: Hardware solutions for 3-dimensional information representation in virtual reality system
  • DiplomaDiploma
  • GPAGPA 3.52
Citi

Technical Support Specialist at Citi

IBS Datafort

Engineer at IBS Datafort

Elapsed time:
Outsourced job for Citi Russia as evening operator.
Responsibilities:
  • Initiate operations related to End of Day processing
  • Monitor continuous night processes
  • Level 1 support of subset of regional applications
  • Level 1 or level 2 support of local applications
Achievements:
  • Promoted to day-time operator after approximately 1 year
  • Transferred a paper-based checklist used by operators to Excel featuring several automated functions to improve traceability of work






IBS Datafort

Engineer at IBS Datafort



Windsor

Engineer at Windsor

Elapsed time:
Responsibilities:
  • Manage office hardware and software
  • Manage company's website
  • Create digital training courses

Windsor

Engineer at Windsor







Moscow Institute of Electronics and Mathematics

Student (bachelor) at Moscow Institute of Electronics and Mathematics







Moscow Institute of Electronics and Mathematics

Student (specialist) at Moscow Institute of Electronics and Mathematics



School №1208

Pupil at School №1208

Elapsed time:
Achievements:
  • 10 years of general education
  • High level of English
  • Class president in grades 6 to 9
  • Participated in school theatre with noticeable roles of Famusov (Grief from the mind), Zvyagincev (They Were Fighting for Homeland), reindeer (Snow Queen), Carlo/Geppetto and Karabas-Barabas/Mangiafuoco/Stromboli (Buratino/Pinocchio)
  • CertificateCertificate






Content Engineer

Content Engineer

Elapsed time:
Responsibilities:
  • Develop website on PHP with JavaScript
  • Design UI and UX of the website
  • Support website operations and users
  • Analyze all requirements and requests of users, maintaining close communications to understand needs and improve product accordingly
  • Write technical and client documentation
  • Write prose in English and Russian
  • Write poetry in English and Russian
  • Occasionally write reviews for games, anime, manga, movies and TV series
  • Learn narrative design through gaming experiences
Achievements:
  • Rewrote code into libraries and published on GitHubGitHub. Current website project is also meant to remain open source for, unless it can affect security.
  • Controlled optimization processes and served as the main developer of the GitHubDarkSteam project until its closure, including releasing a revamped app version with migration to web platform to yield a 150x performance increase
  • Supported file storage of 8Tbs+
  • Administered and moderated a forum of 20,000+ users
  • Automated payments and donations via PayPal using vBulletin plugins
  • Posted most of the game reviews on SteamSteam
  • Experimented with narrative in video by creating YoutubeWelcome To My Crib and YoutubeAqua Chronica series






School №1208

Pupil at School №1208







Human

Human

Elapsed time:
Achievements:
Projects

Projects

Games

PHP


Others

Testimonials

Testimonials

Posts

Posts

Read more posts
Downloads

Downloads

My resume can also be downloaded as PDFPDF or DOCXDOCX.

Contacts

Contacts

Discord Email Facebook Facebook (Personal) GitHub Instagram Kitsu LinkedIn Stack Overflow Steam Telegram Twitter Viber VKontakte Youtube