Контактная информация
| Пол: | мужчина |
| Город: | Москва |
Заработная плата от
нет данных
Опыт работы
3-5 лет
Acronis - data management and disaster recovery solutions,
с июля 2008 по настоящее время
Должность:
Service Readiness Manager
Was in charge and successfully managed the following tasks related to Acronis Backup and Recovery 10 and Acronis True Image Home 2009 launches:
- Coordination of the communication delivery about product development/QA status, support readiness status and web infrastructure/support tools between the departments (development/marketing/support) on Alpha, Beta, RC and RTM product stages
- Customer entitlement procedures
- Support tools and web infrastructure setup
- Setup of the processes for escalating new issues for the new products
- Organization of trainings delivery for support personnel and outsource partners
Successful crisis management:
- Minimized the impact after the release of defective product serial numbers, implemented the replacement scheme for the defective serial keys
- Minimized the volume of requests regarding product upgrades
- Designed and successfully implemented vital optimizations for the procedure of boxed product activations in 2 days (the weak points in the procedure were noticed 4 days before the release)
Other projects:
- Established e-mail and phone support for Asia - Pacific users
- Actively participated in developing and implementing Acronis Advantage support model. Successfully implemented the delivery scheme of new support programs.
- Designed, implemented and maintained automated customer entitlement processes via chat, e-mail and phone in terms of Acronis Advantage model.
- Designed and implemented the automated support program renewals - customers can now purchase/renew/upgrade their support options directly from web account without having to contact Acronis Support/Sales departments
- Minimized the volume of support requests during the new releases by implementing the procedure of automated delivery of free upgrades to the customers that were eligible for new product version in terms of their maintenance agreements.
Acronis - data management and disaster recovery solutions,
с августа 2007 по июль 2008
Должность:
Lead Support Analyst
Duties: Phone-based support quality evaluation and improvement, training and supervising support engineers and support experts, interaction with OEM partners concerning technical questions with OEM products.
Achievements: Significant improvement of support procedures and interaction schemes with Development Team.
Acronis - data management and disaster recovery solutions,
с марта 2007 по август 2007
Должность:
Lead Support Engineer / Support Expert
Duties:
- Handling the most difficult cases related to the the technical issues with the company's products
- Close Interaction with Development Team - driving bug fixes, suggesting enhancements for the products under development
- Composing articles with product HOW-TOs and instructions of issue troubleshooting for support engineers and support experts.
- Organizing trainings about new products for support engineers and posting the information about known product issues in the internal knowledge base.
Achievements:
- Successfully prepared support department for new product launches (Acronis True Image 10 Home, Acronis True Image 11 Home).
- Prepared and conducted Acronis True Image 10 Home features and technologies overview for Seagate corporation. The product was then chosen as a base for Seagate Disk Wizard and Maxtor MaxBlast - OEM customizations.
- Handled and delivered solutions for critical issues experienced by key customers (Thompson, Brown Thomas UK, Kaseya).
Acronis - data management and disaster recovery solutions,
с октября 2006 по март 2007
Должность:
Shift leader.
Duties: Managing a group of support engineers (3-5 people). Maintaining and improving shift performance levels, handling and resolving non-standard situations requiring manager involvement.
Achievements: My team was the best of 4 shifts both according to the customer satisfaction and the perfomance metrics 4 months in succession.
Acronis - data management and disaster recovery solutions,
с августа 2006 по октябрь 2006
Должность:
Support Engineer
08.2006 - 10.2006, Acronis - data management and disaster recovery solutions
Support Engineer
Duties - providing technical support to company's customers via chat, e-mail and telephone (US region).
Achivements: highly positive customer feedback, fast learning of the company's products and technologies, successful resolution of non-standard situations with critical customers.
07.2005 - 08.2006, Orion Computers
PC component sales and reclamations manager.
Duties: Dealing with wholesale partners, processing wholesale orders of PC components, Dealing with suppliers, managing claims for replacements
Дополнительная информация
Возраст: 25
Знание языков: Английский, свободное владение
График работы: полный рабочий день