Dmytro Haichenia

Versatile and motivated professional with over 5+ years of experience across technical support, customer service, hospitality, and IT operations. Throughout my career, I have developed strong problem-solving, communication, organizational, and customer service skills while working in both international and fast-paced environments. I have hands-on experience supporting customers, troubleshooting technical issues, working with databases and multiple software systems, maintaining documentation, and handling day-to-day operational tasks.

My background in hospitality has also given me strong experience working directly with guests, resolving concerns, coordinating with different teams, and maintaining high service standards. I am a quick learner who is comfortable adapting to new technologies, processes, and work environments. I pay close attention to detail, take responsibility for my work, and can work effectively both independently and as part of a team.

I am currently seeking an opportunity where I can apply my technical, customer service, and organizational skills while continuing to grow professionally.

Restaurant General Manager - D&N Kitchen - Calgary, AB

(2026-01)

• Oversee all aspects of daily restaurant operations, including staff management, customer service, inventory control, and operational efficiency.
• Lead and train front-of-house employees, coordinate with the kitchen team, and ensure compliance with health and safety standards.
• Manage customer relationships, resolve escalated issues, and maintain high guest satisfaction.
• Support business growth through marketing initiatives, social media engagement, Google Business profile management, and reputation management by responding to customer reviews and promoting new menu offerings.
• Continuously identify opportunities to improve service quality, streamline operations, and increase customer retention.

Technical Support Engineer (SRE) - SANDSIV+ - remote

(2021-08 - 2026-01)

• Deliver Tier 2 technical support via Zendesk and email, resolving time-sensitive issues for a SaaS analytics platform.
• Troubleshoot and analyse issues using MySQL, MongoDB, Linux terminal, and Google Cloud Platform (GCP).
• Utilise Kubernetes, Git, and GitHub to monitor environments and collaborate on fixes.
• Conduct incident triage and root-cause analysis, bridging support and Site Reliability Engineering teams.
• Optimise support workflows and documentation to reduce incident response times.
• Engage with clients via Google Meet and Microsoft Teams to clarify issues and provide real-time solutions.

Technical Customer Support Representative - Osiris - Kyiv

(2020-10 - 2021-08)

• Provided front-line support via email, live chat, and CRM, achieving high first-contact resolution rates.
• Collaborated with technical teams to resolve customer issues efficiently and accurately.
• Maintained internal knowledge base, enhancing support processes for customers and team members.

Customer Service Team Lead (Bell Services) - Hyatt Regency Kyiv - Kyiv

(2019-07 - 2020-10)

• Led a team of 8, managing schedules and resolving issues to ensure exceptional guest service.
• Delivered high-quality customer support to international clients, resolving inquiries promptly.

Operator in park of virtual reality - VRtuality Park - Kyiv

(2019-03 - 2019-07)

• Communication with people, setup, and equipment connections. Instructing on the use of equipment.
• Solving problems that appear during the operation of the equipment. PC, virtual reality glasses, and controllers.
• Instructing on the use of equipment and solving problems that arise during its operation.PC, virtual reality glasses, and controllers.

Front Desk Receptionist - Ruta Family Club Hotel - Odessa

(2018-05 - 2018-11)

• Welcoming guests
• Accommodating guests
• Assisting guests with all matters
• Working with all teams within the hotel
• Resolving conflicts

Sound Engineer - Colodiy Production - Zhytomyr

(2017-08 - 2017-11)

• Working with sound and sound effects, mixing, overlaying, transforming, etc...
• Recording announcers in the studio and processing these records
• Developing and making audio advertisements for the radio, hyper-marketers, companies and so on.
• Short audio clips on autoresponder
• Working with English-language orders, script writing, and realisation.

Laboratory Assistant - Zhytomyr Ivan Franko State University - Zhytomyr

(2016-01 - 2016-07)

• Analysing and processing the results of students' tests
• Checking and configuring computers
• Working with documents, editing files, forms, and tables
• Connecting and setting up projectors and laptops

Porter - Hotel Ukraine - Zhytomyr

(2013-05 - 2013-10)

• Meeting guests
• Communicating with foreign guests
• Carrying luggage
• Parking cars when it needed
• Ordering a taxi
• Solving all problems and issues that could arise during the stay at the hotel

Master's degree - English Translation and Linguistics - Zhytomyr Ivan Franko State University (2011-09 - 2016-06)