Head of support / Project Manager

Был больше месяца назад

150 000 ₽

37 лет (родился 18 июля 1988), cостоит в браке, детей нет

Москва, готов к переезду

Занятость

не указано

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 6 лет и 7 месяцев

- Октябрь 2016 – декабрь 2018
- 2 года и 3 месяца
Head of support
ProFeeLab, Москва
http://profee.com
IT, System Integration, InternetInternet Company (Search Engines, Payment Systems, Social Networks, Information and Educational, Entertainment Resources, Website Promotion etc.)Software DevelopmentSystem Integration, Technological and Business Process
Обязанности и достижения:
• Head of two support teams for two company products. • Integrating new merchants with API. • Processing customers applications (b2b and b2c). • Consulting customers in all integration problems and questions about system functionality. • Settings accounts with administrative backoffice tools in processing platform. • Settings system parameters. • Collecting data from requests, detecting patterns and managing knowledge base. • Investigating incidents, technical issues and reconciliation mismatches. • Communicating with first line – contact center. • Communicating with third line – developers and Dev.Ops. • Communicating with analytics and QA departments in production flow and issues. • 24/7 System monitoring. • Launching two products (CPS and ProFee wallet). • Launching commercial pilot for key customers (B2B). • Created from scratch all instructions, procedures and regulations for technical support department. • Organized communications between technical support and key account managers and other departments. • Created knowledge base. • Trained foreign partners (Cyprus) to use backoffice system. • Created from scratch scripts and operation procedure for contact-center.
- Сентябрь 2015 – октябрь 2016
- 1 год и 2 месяца
Head of support
SFOUR, Москва
http://sfour.ru
IT, System Integration, InternetSoftware DevelopmentElectronics, Tool Engineering, Household Appliances, Computers and Office EquipmentComputer, Optical, Control and Measurement Technology, Radio and Electronics, Automatics (Assembly, Maintenance, Re
Обязанности и достижения:
• Planning, implementation and coordination of activities for the provision of warranty services for devices and software. • Creating operating documentation and describing business processes within support team (categories, functionality description, etc.) • Creating, describing, implementation of SLA, KPI, control system. • Administration, coordination and monitoring customer requests in OTRS. • Planning and organization site visits of service specialists. • Drafting, conclusion contracts for service. • Organization, optimization of interaction processes and control of performance of obligations by external service partners. • Conflicts resolution, work with customer complaints. • Participating in pre-sales. • Implementation of VIP service. • Preparing reporting documentation.
- Февраль 2015 – май 2015
- 4 месяца
Support manager
goSwiff, Москва
http://goswiff.com
IT, System Integration, InternetSoftware Development
Обязанности и достижения:
• Foreign company • Interface with client’s operations • Setting IP-telephony • Responsible for delivery and implementation of the resolutions as per schedule • Responsible for delivery of new versions, service pack or fixes • Installation and support of servers, installed on-site financial institutions data center; • Installation and configuration of Software and Hardware (servers and databases); • Install and configure proprietary software; • Definition of the tests and the definition of test problems; • Configure and troubleshoot VPN connection; • Testing and support of middleware and its own software components. Responsible for the quality of supplies and troubleshooting server components; • Manage all events, depending on the customers SLA and internal goSwiff processes. Responsible for the maintenance and updating of solutions already deployed on the company or customer territory.
- Март 2012 – февраль 2015
- 3 года
Leading technical support specialist
SFOUR, Москва
http://sfour.ru
IT, System Integration, InternetSoftware DevelopmentElectronics, Tool Engineering, Household Appliances, Computers and Office EquipmentComputer, Optical, Control and Measurement Technology, Radio and Electronics, Automatics (Assembly, Maintenance, Re
Обязанности и достижения:
- Assistant manager; - Processing customers applications (tickets); - Service-desk moderating; - Consultation by phone; - Remote installation; - Writing instructions; - Device install and repair field trips; - Mentoring; - Foreign customers education; - ATM, POS-terminals and self-service terminals Installation and setting - Providing payment gateways to Cyberplat, Rapida, OSMP, E-Port and other payment systems - Setting gateways with NDC, ISO8583 - Developing training programs for technical support engineers; - Interviewing new employees; - Realization of technical support department restructuring

Образование

- Высшее образование
- Дневная/Очная
- 2011
Российский государственный гуманитарный университет
Факультет: Управления
Специальность: Управление персоналом

Обо мне

Дополнительные сведения:

- Great experience in providing good service to customers and heading support team. - Great experience in API integration. - Great experience in investigating and solving technical issues and incidents. - MC Office, Outlook, Notepad++ - SQL queries. - Basic skills in PHP, MySQL, JavaScript, HTML, CSS, Java - Understanding PA-DSS, PCI-DSS - Understanding OpenWay, SmartVista, TPTP. - Experience in Graylog. - Experience in OpsGenie. - Experience in New Relic. - Basics in Tableau.