Evgeniy Abramkin Email & Phone Number

Воронежская Область, Россия

Managing and coordinating the work of two departments Ops and Dev: - solving product incidents (Java stack),- solving incidents related to the operation of information systems - Kubernetes, Weblogic, ELKSupport for streaming teams, technical advice

Воронеж, Россия

- Organization and control of HelpDesk service work for company employees in all regions and countries.- Ensuring HelpDesk service operation in 24/7 mode, reserving a workplace, taking into account force majeure circumstances. Optimizing and scheduling the department's work with overlapping of all time zones. Accounting for the control of employees' working hours (timesheets), calculation of bonuses (premiums).- Coordinating and routing of all incoming requests via voice and nonvoice channels. Escalation of incidents and mass incidents, according to areas of responsibility of engineers and system administrators (Service Desk system Intraservice).- Conducting training for new department employees, weekly compilation and implementation of tests for staff using the e-learning system. Implementing an e-learning system for employees in the HelpDesk department (for coordinators and system administrators). Independently deploying and configuring Moodle course management system, which was the basis for training.- Maintained and updated knowledge base, wrote instructions and how-to's for company employees and subordinates (internal Wiki-platform, Microsoft Sharepoint).- Process maintenance (incident management, problem management, change management) means ITIL management methodology.- Participation in project activities. From the last, running a chatbot (AD password recovery, account activation/locking, HelpDesk request registration).

Москва, Россия

- Operational management of the network operation department, organization of the work of the emergency installation team: connection of customers, repair and restoration works.- Control, monitoring, configuration of active network equipment of StelcomEngineering LLC. Inventorying and accounting of IT infrastructure, creating and maintaining IPAM.- Configuring current functionality of systems and services of the company, adaptation of services to the needs of customers. Connecting clients on a turnkey basis - internet, telephony, digital television. Working with documentation of the optical communication channels in Moscow.- Network optimization and debottlenecking. Solving any technical issues related to maintaining the required SLA level of availability of systems and services, and technical support to customers.- Configuration and installation of Cisco, MikroTik, RubyTech, Raisecom and D-Link equipment. Participation in the migration of the subscriber base to the Peter-Service billing platform.

Воронеж, Россия

Organization of the work of the technical support department of the contact center (second tech line), in accordance with the principles of optimal distribution of calls and specialization of employees, servicing 11 regions of the Russian Federation - Voronezh, Lipetsk, St. Petersburg, Krasnodar, Rostov-on-Don, Makhachkala, etc. Ensuring the fulfillment of key performance indicators of the department (SL, LCR, AHT). Increase of work productivity of employees and the department as a whole by means of optimization of work processes, procedures and service algorithms taking into account SLA. Optimization and scheduling of all contact center employees, staff search and selection. Operator work time control and accounting (Avaya CMS Supervisor). Analysis of the number of incoming calls to subsequently forecast load on the technical support line. Control and administration of employee workstations within the department and the contact center. Continuous monitoring of Summa Telecom's network infrastructure in all regions where the company is present. Writing of technical documentation, maintenance of internal corporate Wiki-platform, administration of web-servers and MySQL database. Handling mass incidents on Microsoft SharePoint: monitoring the life cycle of the incident, timelines for solutions, a detailed description. Work with Orange Business Services, Avaya, Peter-Service products.

Воронеж

Воронеж, Россия