IVAN VASILYEV
Cork
Summary
Level 3 Technical Support Engineer (CCNA) with 12+ years of experience troubleshooting complex distributed systems at enterprise scale. Strong background in networking (L1–L3), virtualization, Linux environments, and advanced debugging using logs, telemetry, and packet capture tools (Wireshark/tcpdump). Handled high-priority escalations, performed root-cause investigations with engineering teams, and supported millions of global end-users in mission-critical environments. Experienced in client–server networking (latency, routing paths, CDN behavior, load balancing), VM-based environments, and incident coordination across multiple technical teams. Known for clear communication, deep-dive troubleshooting, and the ability to quickly diagnose and resolve complex issues under pressure. Actively building additional hands-on networking and infrastructure experience through GNS3, Cisco labs, Linux, and virtualization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Support Agent
AccountsIQ
08.2025 - 11.2025
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Acted as liaison between customers experiencing difficulties with their accounts/billing arrangements and the finance department for swift rectification measures.
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
Customer Support Representative, Bilingual support (EN/RU), External Publisher, Technical support
Blizzard Entertainment
10.2011 - 03.2024
- Provided advanced technical support (L3 equivalent) for large-scale distributed systems serving millions of global end-users across NA/EU/APAC.
- Diagnosed network-related issues including packet loss, routing problems, DNS failures, latency spikes, and connectivity instability across PC, console, and mobile platforms.
- Performed deep-dive troubleshooting using Wireshark, tcpdump, traceroute, mtr, telemetry dashboards, error logs, crash dumps, and real-time monitoring tools.
- Serviced environments dependent on CDN routing, load balancing, multi-region architecture, and client–server networking models.
- Worked cross-functionally with Network Engineering, SRE, QA, and Backend Engineering to resolve escalations and deliver root-cause analyses.
- Led investigations on high-impact incidents, reproduced issues in virtualized environments (VM-based labs, containerized tools), and created reproducible test cases.
- Produced internal technical documentation, troubleshooting flows, and knowledge base articles used by global support teams.
- Mentored new hires and acted as escalation point for difficult technical cases.
- End Clients: millions of enterprise-scale global customers (players, partner organizations, regional publishing teams)
Education
Bachelor's degree - Computer Science
The Open University
09.2024
Bachelor's Degree - Economics
Moscow Institute of Business Administration
09.2009
Skills
- Networking: TCP/IP, L1–L4 troubleshooting, DNS, routing, NAT, firewalls, proxies, performance analysis, CDN concepts
- Debugging & Diagnostics: Wireshark, traceroute/mtr, log analysis, server/client telemetry, packet inspection, RCA frameworks
- Systems & Virtualisation: Linux fundamentals, VM-based testing, Docker basics, scripting for automation (Python)
- Tools & Environments: Monitoring dashboards, internal diag tools, ticketing & escalation systems, documentation platforms
- Soft Skills: Cross-team collaboration, customer communication, prioritisation, mentoring, technical writing
- Virtualization & Systems: VM-based troubleshooting environments, Basic Docker containerization, Linux systems (Ubuntu, Debian), Log analysis & system diagnostics
Certification
CCNA
LANGUAGES
Russian: First Language
English: C1 Advanced
Timeline
Support Agent
AccountsIQ
08.2025 - 11.2025
Customer Support Representative, Bilingual support (EN/RU), External Publisher, Technical support
Blizzard Entertainment
10.2011 - 03.2024
Bachelor's Degree - Economics
Moscow Institute of Business Administration
Bachelor's degree - Computer Science
The Open University
ADDITIONAL QUALIFICATIONS
- CCNAv7: Enterprise Networking, Security, and Automation
- DevNet Associate
- CCNAv7: Switching, Routing, and Wireless Essentials
- CCNAv7: Introduction to Networks