Taras Solodunov

1
Taras Solodunov
2255 W Burnside St., Apt 409 taras@lzero.net Cell: 503.891.5253
Portland, OR 97210 Message: 971.533.8808

 Knowledgeable, professional and dependable technical support professional and network administrator l
with over 2 years of customer service experience and over 3 years of hands-on experience with computer
networks, servers and workgroups.
 Several years of experience managing, configuring and overseeing mixed and homogeneous computer
networks, including, but not limited to, Windows, Mac OS and Linux-based workstations and servers.
 Excellent knowledge of Windows, Linux, UNIX, web servers, DNS servers, mail servers, Exchange,
SharePoint, Windows Server Update Services, Active Directory, VoIP and other networking and workgroup
related services and applications.
 Great leadership skills and ability to work and supervise large teams.
 Proven ability to work with and satisfy the needs of the clients, customers and the management team.

Areas of Expertise
Customer Service Floor supervision Technical Support
Complaint Handling & Resolution Mentoring and feedback delivery Networking Support
Conflict Mitigation and De-escalation Scheduling Sales

Professional Experience
Dotster — Vancouver, WA 10/10 to Present
CARE / TIER 1 Support Agent, 10/10 to present
Assist customers with their DNS, domain name and hosting issues via phone and email. Configure nameservers,
DNS records, Apache and IIS servers on Linux and Windows, Mailix, Qmail and other services for customers and
for troubleshooting purposes. Apply critical thinking while finding the sources of the issue, resulting in resolution to
most problems in less than 10 minutes. Escalate appropriate issues to Network Operation/TIER 2 support. Selected
Contributions:
 Average handle time of 7 to 8 minutes, better than the goal.
 Several contributions to the public and private Knowledge Bases.
 Quality scores above 95% over last 60 days.

Stream Global Services — Beaverton, OR 11/09 to 10/10

Technical Support Sales Professional, 11/09 to 10/10
Assisted customers with their technical problems over the phone. Used proven techniques to handle and
troubleshoot presented problems using provided resources. Demonstrated extensive research skills using public
knowledge bases and resources and company-provided troubleshooting databases. Fostered positive working
environment by assisting fellow coworkers when most needed, while still being able to successfully manage own
workflow. Selected Contributions:
 Average handle time of 19 to 27 minutes.
 Minimal supervisor calls, proven ability to de-escalate conflicts.
 Average quality coaching score is above 90% over last 90 days.
 Assisted other agents under Senior in Training / Mentoring by Walking Around program.
 Provided internal technical support to other agents within the building on different contracts.

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 Taras Solodunov
(Professional Profile Continued)

KBOO 90.7 FM Radio — Portland, OR 05/08 to 04/09 2

Assistant Engineer, 05/08 to 04/09
Helped design, configure and roll-out new computer network based on Windows 2003 Server servers and Windows
2000 clients. Configured and managed access to several areas of the network using Active Directory and several
proprietary client management tools, such as DameWare NTU and Deep Freeze. Developed and integrated an
automated user registration interface to facilitate creation of new users by their department managers using C,
Jscript and Delphi. Selected Contributions:
 Implemented roaming profiles, which allowed newscasters and program producers to access their data and
profiles using any computer at the station, including studio units.
 Managed mixed network (FreeBSD and Windows servers, Windows and Mac clients) and was able to keep
maximum uptime, yet have everything up to date.
 Facilitated liaison between the engineering office and the rest of the staff.
 Configured, propagated and used Windows Server Update Services 3.0 (WSUS) to manage Windows updates
centrally across all machines.

SMYRC — Portland, OR 08/07 to 05/09

Network Administrator, 08/07 to 05/09
Designed and implemented a dedicated, secure homogeneous network for the drop-in clients to use. Configured
and maintained 12 Windows 2000 workstations, 3 Windows 2003 Server servers, several network appliances and
printing devices. Kept the systems up-to-date with minimal downtime. Provided hands-on training for different
users on basics of using a computer system. Implemented pay-per-print printing system to maintain cost
efficiency, optimize volume and reduce the output of unnecessary prints. Selected Contributions:
 Created user-friendly interfaces for clients that allowed even non-computer literate users to operate the
computer.
 Implemented Active Directory and roaming profiles to allow regular clients to store their data in a secure
location on the network.
 Actively used open-source software to cut down on licensing cost for the network.
 Configured, propagated and used Windows Server Update Services 2.0 SP1 (WSUS) to manage Windows
updates centrally across all machines.

Target Corporation — Portland, OR 12/06 to 08/07

Guest Services Team Specialist, 02/07 to 08/07
Previous Positions: Guest Services Team Member, 12/06 to 02/07
Advanced to team specialist within the first two month of being employed. Ensured quality of cash office and front
end operations. Provided superior quality service to both the customers and employees. Was accountable for day-
to-day operations of the checkout stands, returns desk and food court. Worked directly with management to asses
turn-over rates and implement incentive program to keep employees abroad. Selected Contributions:
 Achieved 4 different awards in categories “Top performance”, “Best customer service”, and personal
recognition letters from VP of Operations.
 Introduced incentive programs that fostered and promoted performance and quality customer service.
 Managed, scheduled and trained new employees for the guest services team. Oversaw recursive training for
seasoned team members. Created and delivered weekly feedbacks using several systems to asses Key
Performance Indicators, customer comment cards and other resources.

Education and Training

Columbia River High School — Vancouver, WA 9/05 to 5/09

Received several awards for attendance, grading and non-curriculum activities.