Резюме Head of Customer Support

Management of a distributed customer support team located in the United States, Russia, and the Philippines. Daily stand-up meetings with team and CEO. Discussion of the development strategy and user services. Distribution of responsibilities between departments. Approval of technical specifications. Daily routine activities with sql queries in PostgreSQL, Amazon DynamoDB. Software: Jira, Confluence, Asana, Notion, Intercom, Slack, AppFollow. Teamwork with backend and frontend departments. Negotiations with companies that provide us API, in order to resolve errors and optimize processes in current software releases.

Январь 2018 — Апрель 2019

1 год 4 месяца

CSS

Team Lead CW-DaaS Technical Support Advisor

Team Lead in DELL countrywide IT support (Russia) within SLA. Also remotely support field workers. DaaS, SaaS. Assembling and configuring Servers in Server Room in collaboration with a global team. Asset management, task and incidents tracking and resolving in Service-Now, by phone, e-mail and locally. ServiceNow administration, support, development experience. ServiceNow reporting/PA and other reporting tools. Procurement and disposal process management with the global team. AV rooms support for meetings. Imaging laptops provided by the global team and Bitlocker management in Active Directory. Weekly AV meeting with the global team in EMEA region. Training company employees. Side projects as Frontend Developer.

Апрель 2017 — Декабрь 2017

9 месяцев

Center PIC

Technical Support Engineer IT

Full cycle of technical support (600 workplaces + 170 printers) Maintance, setting up and repairing workstations and office equipment. I developed, tested and introduced a method to improve the performance of computers in the organization's domain, that decreased workload on engineers by 67%. That means active tasks decreased from 20 to 6 in a day. Implementation of VDI / thin clients of Horizon View 7 (preparation for implementation, audit, workload on implementation, training company employees, checking the information being moved for integrity, support after implementation, solving problems related to implementation , before and after). Configuration and maintenance of Electronic Digital Sign (EDS) and CryptoPro: roseltorg.ru, mos.ru, zakupki.gov.ru, ARM GK etc. Configuration and support of the crypto protection information system Continent-AP, Mapple Group GIS, 1C.

Август 2016 — Апрель 2017

9 месяцев

Freelance

Technical Support Engineer IT

Full cycle of technical support for various companies. Maintance, setting up and repairing workstations and office equipment.

Июнь 2006 — Август 2016

10 лет 3 месяца

Akado-Stolitsa

Москва, akado.ru

Информационные технологии, системная интеграция, интернет... Показать еще

Lead customer support IT

Lead customer support in IT Support Department, and Helpdesk Department. Responsibilities: Monitoring of the network infrastructure and its services. Monitoring of communication channels. Monitoring faults in the infrastructure nodes. Diagnosis of problems, determine their critical. Technical support of users, detailed billing, QA services, issues solutions. Handling incoming calls from English-speaking users. Training of employees of the company. Acquired extensive experience in the diagnosis and analysis of network-level problems in a large organization. 1. I made few suggestions for improvements in the work of the IT Support Department. 2. In the workbook there is a mark for the contribution to the development of the company. Working with data standards Docsis 2.0, Docsis 3.0, DVB-C. Helping users in solving problems with the configuration Humax equipment, TP-Link, Technicolor, Sagem, Upvel, Motorola, Webstar, CISCO, Asus, D-Link, Trendnet, Acorp, Netgear, 3COM, Linksys. Setting, diagnosis and solution of problems of VPN, PPPoE. Remote problem solving "WIFI in parks" and monitoring surveillance cameras in Moscow.

Июнь 2005 — Июнь 2006

1 год 1 месяц

Orange Dream

Москва

Информационные технологии, системная интеграция, интернет... Показать еще

Technical Support Engineer IT

Technical Support Engineer IT. Responsibilities: Repair and maintenance of computer equipment, local area networks. I made few suggestions for improvements in the work of company for long-term relationships with customers.

Ключевые навыки

Изменить уровни владения навыками можно в мобильном приложении — на сайте эта возможность будет чуть позже

Обо мне

Proactive approach in my daily work. Additional Information: - Full cycle assembly of workstations, selection of components to optimize the performance of the workstation. - Administrating MS Windows 2000 / XP / Vista / Seven/10. - Work skills with UNIX-systems (Mandriva, Ubuntu, MacOS). - telnet, putty. - Diagnostics and equipment setting CISCO, Asus, Dlink, Trendnet, Acorp, Netgear, 3COM, TP-Link, Linksys etc. - Skills with MS Office, Lotus, Open Office, Remote Control, VNC, RAdmin, VMware, vSphere, Horizon 7, Nvidia Grid, Virtual PC, Hyper-V. - Diagnosing problems with the unavailability of the network. - Diagnosing problems with incorrect operation of the software (Windows). - Skills in servicing of office equipment, printers, scanners, AIO. - Skills with antivirus Kaspersky, Avira, Avast, Symantec AV, Dr.Web etc. - Assembling a local area network, skills with Active Directory. - Professional experience with cryptographic hardware and software systems Wibu CodeMeter (Ignition key), Steinberg eLicenser, iLok (all versions). - Configuration and maintenance of Electronic Digital Sign (EDS) and CryptoPro: roseltorg.ru, mos.ru, zakupki.gov.ru, ARM GK etc. - Configuration and support of the crypto protection information system Continent-AP, Mapple Group GIS, 1C. - VDI / thin clients. Foreign Language - English, Spanish. Open to any suggestions and ideas. Side projects: 20 years of experience in quality assurance and manual functional/load/stress testing of different software * nix/MacOS/Windows/iOS/Android/Web/VMware/Hyper-V and writing technical documentation (technical writer) in English and Russian with the creation and introduction of audio/video/photo content.

Неоконченное высшее образование

2006

Russian State University for the Humanities, Moscow (incomplete)

Economical faculty, Incomplete higher education, State and municipal management

2002

Economic Business College

Software of computer facilities and automated systems, Technician

Знание языков

Гражданство, время в пути до работы

Гражданство: Россия

Разрешение на работу: Россия

Желательное время в пути до работы: Не имеет значения