"Monopoly" is a transport and logistics group of companies that includes a carrier with its own fleet and a digital platform that combines all the services necessary for the organization of cargo transportation.My work responsibilities and results:1) Development and refinement of the online registration of new counterparties (the process of concluding a contract): requirements collection; formalization of requirements for development; coordination of design layouts; development support; acceptance of results (UAT).Results:- The existing functionality has been expanded and refined due to changes in legislation.- New functionality has been released, which was not previously available (the ability to connect online for a new type of counterparty has been added).2) A mobile and web application for drivers that simplifies the process of the driver's work within the execution of the transportation order.- Development of functional/non-functional requirements, coordination of design layouts, control of the timing of the development of new functionality as part of the development of a mobile application that was in the MVP stage.- Communication with stakeholders.- Development of requirements for BI-reports on metrics.- Risk reduction by analyzing and preparing alternative ways to distribute the application.Results:- expansion of the MVP functionality (added push messages, additional fields with data, a mechanism for reminding about the need for updates, etc.);- a large and complex story in many planes related to the use of geolocation has been released.3) A project to integrate a voice bot into existing logistics coordination processes (MVP):- Development of business process diagrams and formulations for the bot.4) The project of a counterparty scoring system similar to those of competitors:- elaboration of the MVP, revision of deadlines through forecasting the impact on current indicators.

- Development of technical and product documentation.- Development of user instructions (including for new complex solutions related to fintech).- Designing a solution for moving user documentation into Confluence.

- Advising users of the Yula project within the framework of those.support via all communication channels (phone + email + Corp.social media accounts.networks);- Interaction with other departments (QA/development): setting tasks for developers to fix bugs, monitoring/updating problem solving by these departments;- Work in various ticket systems (Redmine, Jira, Eddy Helpdesk) - registration and handling of incidents;- Development of regulatory documentation, training and testing systems for employees, filling out and analyzing reports, making suggestions for optimizing work processes;- Processing/editing of the content displayed on the site;- Performing the functions of the group leader during his absence.Progress:- Reducing the number of incoming requests from users by processing and improving the quality of the "Help" section on the site.From the analysis of the current state, through the construction of a hypothesis, coordination and introduction of changes - to the calculation of the results obtained.- Standardized training materials have been developed and applied in the areas of "Passenger cars", "Real Estate" for support specialists (both beginners and already working), tests have also been developed and applied to verify the assimilation of the acquired knowledge.

- Advising site users within the framework of support on all issues,- Working in Redmine, Jira - creating and processing tasks,- Participation in the development of regulatory documentation for department; process optimization.

Responsibilities:- consulting and solving problems of subscribers - legal entities of the SOHO segment within the second level of technical support;- escalation and control of the movement of customer requests (Trouble Ticket) according to the appropriate stages;- analytical work, reporting, feedback from management and other departments;Achievements:1) Transfer to the Corporate Customer Support Department (SOHO Customer Support Group) in November 2013, after three months of work in the tech department.support for individuals.2) Participation in the formation of proposals for optimizing work processes (the interface of the customer application processing system and the logic of the movement of TrobleTickets in it; the processes of interaction between departments involved in solving technical problems of customers).3) Interaction and assistance to colleagues from other groups of the department in the development of new systems for them to work with applications.