Резюме обновлено 3 месяца назад

Team lead

240 000 руб.
Занятость:
График работы:

Опыт работы

Январь 2019 —
июнь 2021
2 года 5 месяцев
Veeam Software
Team Lead
- building up the teams, defining the requirements, conducting the interviewing for open positions;
- inspire, mentor and lead agile engineering team to deliver high-quality products
- ensuring integration of newcomers to the team
- managing a geographically distributed technical support team
- defining and adjusting workflows and procedures
- setting personal and team goals depending on current priorities, defining KPIs for the support team
- review and assessment of the team performance
- managing customer complaints and feedback
- communicating with other departments and teams (Sales, Marketing, HR, Backend and Business Analysts, Accounting etc.) on common goals and joint projects on behalf of EMEA Support Department.
Июнь 2016 —
январь 2019
2 года 7 месяцев
Veeam Software
Customer Care Representative Veeam Cloud and Service Providers support
Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
Fortify client relationships focused on 100% customer satisfaction
Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
Perform troubleshooting and analysis, including log file investigation
Июнь 2015 —
июнь 2016
1 год
Veeam Software
Customer Care Representative
Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
Fortify client relationships focused on 100% customer satisfaction
Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
Perform troubleshooting and analysis, including log file investigation
Февраль 2013 —
июнь 2015
2 года 4 месяца
Tieto
Service Desk Engineer
Working with the Russian and English speaking clients
Communication with Tier 2 and Tier 3 for troubleshooting Windows workstations, SAP system, and Network issues
On-site support for clients: Installing workstations, Servers, Network equipment
Апрель 2012 —
декабрь 2013
1 год 8 месяцев
ООО Сигнал
Senior System Administrator
Planning for IT infrastructure of the factory
Install new servers and managing Windows servers (Basic configuration of Active Directory, Networking, Microsoft Forefront)
Implementing new technologies for business processes
- ERP based on 1C system
- New WI-FI network for an area with roaming
- IP Video control system with up to 50 cams
Switching manufacture area network connection to fiber connection
Commissioning of IT equipment of a new building for 80 workplaces
Апрель 2011 —
апрель 2012
1 год
ООО Сигнал
System Administrator
Maintenance of workstations and peripherals PC, Printers, Video control system etc.) 70 workplaces at all.
Resolving basic user issues (MS Windows XP, Windows 7, Office, 1C)

Обо мне

I started my IT career after graduation in 2011.
The first place I worked at was a metal processing plant. I was responsible for the whole IT infrastructure in that place. Soon, I got trust from management and senior IT colleagues from the management company. They assigned several new projects to me like upgrading the video system, implementing an ERP system based on 1C, deploying WI-Fi network, and commissioning a new administrative building for 80 workplaces (from an IT perspective). I decided to move forward when all these were successfully done.
The next good place was the Tieto company. The role required basic English and great communication skills as almost all the time I was on the phone with end customers, IT colleagues, and support teams of different vendors. I learned how to communicate with these contacts and which approach is the best in each case. Another important knowledge I got was related to the structure of the company. I saw how such a large company is organized and how processes are built inside. Learned how ticket system (ServiceNow) looks like and what is a good manager is. I would like to stay and grow in that company, unfortunately, there were no too many opportunities in the Russian department and no relocation options.
The last place is Veeam. It was on my radar when I was in the Tieto but I did not have knowledge about virtualization and my English skills were not good enough for the open position. I spent some time learning virtualization basics and work hard on improving my English. This worked out and I was hired as a junior support engineer. Things were going fast and I got a promotion to senior engineer after one year, later I moved to the special support team for Service providers, and I ended as Team Lead. Last two years I work in Romania in the new Veeam office.


Familiarity with the following areas:
VMware ESX(i), Microsoft Hyper-V, Microsoft server administration, DB (SQL/Oracle), Practical understanding of TCP/IP (OS, firewalls configuration).

Образование высшее

2011
Санкт-Петербургский государственный университет водных коммуникаций, Санкт-Петербург
информационных технологий, Прикладная математика и информатика

Знание языков

Русский — родной
Иностранные языки
АнглийскийA1 — Начальный

Гражданство, время в пути до работы

Гражданство: Россия
Разрешение на работу: Россия
Желательное время в пути до работы: Не имеет значения
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