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Head of Support Department

  8 июня

Информация о соискателе

Имя: Kharchenko Evgeniy
Возраст: 27 лет
Категории: IT, WEB специалисты
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Опыт работы

Должность: Head of Support and Account Managers departments
Период: 17 Август 2015 − 1 Май 2017 гг. (1 год 8 месяцев)
Компания: Viseven
Обязанности: - Creating a Support department; - Creating a general workflow for Support team; - Implement workflow of Issues escalation to appropriate team; - Developing and achieving objectives and goals for Support team; - Weekly and monthly management reports (by request); - Setting and implementation Zendesk to the support team; - Set-up, manage and improve standards and procedures within the team; - Setting the KPI for each team member; - Training of new team members; - Review general and daily priorities; - Cooperation with RnD, QA, DevOps and Sales departments; - Organise stage of regression testing; - Customer support; - Writing bug-reports, work with task-system (Jira); - Writing technical documentations, knowledge base articles and tutorials; - Creating an Account Management department; - Creating a general workflow for Account Management team; - Developing and achieving objectives and goals for Account Management team; - Commercial offers standardization for support services (hours, prices, trainings etc); - Improving customer relations (we are working to make them happy);
Должность:
Период: 19 Август 2013 − 31 Июль 2015 гг. (1 год 11 месяцев)
Компания: Jelastic
Обязанности: - Customer support; - Hoster provider stage support (Linux based); - Work with Database; - Back-end and system support; - Partially front-end support; - Different engine type environments support (Java, PHP, Ruby, .Net); - Fixing technical issues of different origin; - Issues escalation; - Issues describing and registration; - Writing technical documentations, knowledge base articles and tutorials; - Manual testing (regression based on test cases); - Cooperation with development, QA and operations teams; - Writing bug-reports, work with task-systems (Jira, Zendesk). - Improvements ideas integration to support team

Образование

Учебное заведение: Zhitomir State Technological University
Период обучения: 1 Сентябрь 2007 − 19 Июнь 2011 гг. (3 года 9 месяцев)
Уровень образования: полное высшее
Специальность: Computer Science

Дополнительная информация

Язык: Russian • Эксперт
Ukrainian • Эксперт
English • Эксперт

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