Yuliia Semenka Kipalev
Product Support Engineer
Summary
I'm a dedicated problem-solver with a focus on delivering client satisfaction and navigating challenges effectively. Whether coordinating with development teams, collaborating with product management or working alongside professional services, I prioritize open communication and cooperation to achieve shared goals. Addressing complex technical challenges and maintaining an open dialogue, I strive to ensure customer success.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
CRM Product Support Engineer
Veeva Systems
06.2018 - Current
- Provide global support for Veeva CRM with a focus on CRM, Network and DCR processes
- Ensure client success by assisting administrators across multiple organizations
- Proactively resolve critical production issues, addressing system unavailability and data integrity
- Collaborate with engineering, product management, and professional services to meet client needs
- Document new processes and maintain up-to-date documentation and tools
Incident Manager
CPL Jobs Kft - DXC
06.2017 - 12.2017
- Process Improvement - Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
- Manage incident management bridge calls with support teams, on-call support application teams and management
- Manager Escalations - provide first point of escalation within the P1M team.
IT Supervisor
CPL Jobs Kft - Hewlett Packard
09.2016 - 06.2017
- Relationship management and Process Development with Key Accounts
- Prepare reports and analysis on team KPIs and results
- Guiding the team to achieve Team Goals
- Training delivery on supported applications for Support
- Process Improvement
- Coordinating with internal/external teams to ensure smooth incident routing and compliance with SLAs
- Working closely with management to deliver new initiatives and introduce new, improved procedures
- Continuous maintenance and enhancement of working templates and tools.
Receiving Knowledge Transfer Analyst
CPL Jobs Kft - Hewlett Packard
04.2016 - 09.2016
- Monitor and communicate knowledge transfer progress
- Prepare periodic reports on progress
- Organizing technical meetings
- Creating knowledge base articles.
Technical Support Analyst 1st Level
CPL Jobs Kft - Hewlett Packard
10.2015 - 04.2016
- First line support for desktop applications
- Multilingual troubleshooting for end-users via phone, email and remote access tools
- Analysis of complex hardware and software problems
- Escalation management and regular follow-ups on non-FCR problems
- Documentation of technical support-client interactions
- Liaising with internal stakeholders ensuring SLA compliance.
Small Business Owner
Glamour Beauty Kft
02.2007 - 09.2015
- Business management: founded and operated a beauty salon
- Marketing and promotion: designed and executed marketing campaigns via social media to attract new clients
- Leadership: recruited, trained and managed a small team to ensure day to day operations
- Maintained a customer satisfaction through exceptional services
Education
High School Diploma -
Nr 96 School - Kiev (Ukraine)
09.1999 - 05.2006
Skills
Languages spoken fluently: English, Russian, Hungarian
undefinedTimeline
CRM Product Support Engineer
Veeva Systems
06.2018 - Current
Incident Manager
CPL Jobs Kft - DXC
06.2017 - 12.2017
IT Supervisor
CPL Jobs Kft - Hewlett Packard
09.2016 - 06.2017
Receiving Knowledge Transfer Analyst
CPL Jobs Kft - Hewlett Packard
04.2016 - 09.2016
Technical Support Analyst 1st Level
CPL Jobs Kft - Hewlett Packard
10.2015 - 04.2016
Small Business Owner
Glamour Beauty Kft
02.2007 - 09.2015
High School Diploma -
Nr 96 School - Kiev (Ukraine)
09.1999 - 05.2006
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