Ivan
Support specialist with hands-on experience in dispute resolution for SaaS (P2P payments) and a strong practical background in Web3. I automate support workflows with Python (Telethon, Aiogram, asyncio, MySQL).
Accustomed to working night shifts autonomously with peak loads of up to 150 inquiries per shift. I read on-chain transactions across blockchain explorers, understand staking, NFTs, and tokenized real-world assets (RWA).
Experience
Support specialist
BitZone
Dispute resolution:
- Investigated and resolved disputed P2P transactions during night shifts (19:00-07:00 UTC).
- Handled peak loads of up to 200 inquiries per shift while maintaining SLA response time
- Operated autonomously, without supervisor oversight: made decisions on non-standard cases, escalated only critical incidents
- Escalated financial sensitive cases, like balance deposit errors, disputed transfers, potential fraud indicators. Support automation:
- Developed a Python userbot to aggregate merchant appeals from external chats into unified interface.
- Built an Aiogram-based processing bot for automated dispute creation in CRM, macro-response dispatch to merchants, database logging.
- Implemented automatic trigger-based replies for incoming appeals in connected chats. Processing and SLA:
- Designed and implemented an SLA policy for support the department.
- Maintained an internal knowledge base covering dispute cases. TOOLS: Python, custom CRM (admin panel), MySQL, Telegram, Google Workspace.
Education
Associate Degree
Skills
PythonTelethonAiogramasyncioSQLMyEtherscanBscScanTON ScanRevoke.cashMetamaskTelegram APISlackIntercomSLA PoliciesDeFiStakingAMMNFTsP2P PaymentsRWACRM IntegrationRussianEnglish
WEB3 & ON-CHAIN BACKGROUND
Practical experience
Staking (TON, USDT, XRP) - understand reward distribution mechanics, look-up periods, unstacking flows.
- NFTs - buying/selling marketplaces (Getgems, Fragment).
- P2P trading - buying/selling crypto via P2P platforms.
- DeFi - decentralised exchanges, AMM mechanics, liquidity pools.
- Trading - centralised exchanges.
- Airdrops - active participant during Web3’s active growth phase
Web3 technical skills
Blockchain explorers - Etherscan, BscScan, TON Scan (reading transactions, internal Txns. event logs, decoding input data).
- Security - Revoke.cash for contract verifications, allowance audits.
- Wallets - Metamask, Trust Wallet, Tonkeeper. Gas management, nonce handling, custom RPC configuration.
- RWA understanding - PaxG, stablecoins, RWA.
ADDITIONAL
Availability & Adaptability
Available for night shifts (0:00-8:00 UTC and other slots). Quick to adapt to new tools (custom CRM, help desk platforms, blockchain explorers). Self-directed learner.