Custis/Modeus
Senior project support engineer
– built and tracked team SLAs, KPIs, and workflows to minimize response time based on task analysis;
– introduced new workflows and procedures, improving support team efficiency;
– created, updated, and maintained a comprehensive knowledge base;
– managed work instructions and glossaries for the support team;
– implemented tools and automations for streamlined workflows;
– designed and conducted training sessions on daily tool usage;
– developed the product support team, improving support quality and SLA adherence;
– constructed and adapted dashboards for comprehensive support metrics;
– automated SLA control and statistics;
– authored user manuals and designed product operation manuals;
– collaborated with development and product teams for implementation and maintenance;
– participated in regress testing and testing of new functionality for our product;
– assisted with building user-cases for testing based on professional expertise;
– managed tasks for development team as back-up analyst;
– mentored, coached, and trained the support team on complex tasks;
– contributed to onboarding processes for new team members;
– conducted a training webinar on professional development practices.
Achievements:
– reduced the average response time on user requests from 22 days to 2 days in less than a year;
– created and implemented a customer self-service portal with FaQ and basic tools descriptions for a complex platform;
– created a knowledge base from scratch and put it into operation;
– reduced by three time on customized data analyze by implementing Python;
– created a system of metrics for monitoring and controlling the workflow for requests in the support service;
– prepared complex documentation in support of customers’ contract;
– first senior support engineer in the company;
– formed a tone of voice for the support team.
December 2020 — present
Yandex
Support specialist for internal services; Content manager of legal documentation; Project administrator
– managed publication processes for legal documents;
– developed workflows, instructions, and user documentation;
– translated service documentation and instructions for various company services from Russian into English;
– mentored and supported new colleagues;
– consulted on project regulations and technical aspects.
– created and maintained an instruction cluster, including instructions for internal tools and on interactions with users and customers;
– controlled publication deadlines and quality of makeup;
consulted on the regulations and technical features of the project;
– analyzed legacy problems of the project, set and implemented tasks to eliminate them;
– mentored new team members.
– wrote user documentation for new tools and updated documentation for existing ones on regular basis.
October 2014 — December 2020
Schneider Electric Systems, ex IPS Invensys Process Systems
Purchasing department analyst
– collected, analyzed, and systematized project requirements;
– maintained documentation for contracts and specifications.
April 2015 — June 2016
Atos IT Solutions and Services
Technical Support Specialist
– provided support for IT systems.
– developed internal procedures and support algorithms.
August 2014 — March 2015
Appen Butler Hill
Consultant
– analyzed and evaluated search engine results.
June 2013 —December 2013
