Dmitrii Sidorenko Email & Phone Number

Saint Petersburg, RU

St Petersburg, St Petersburg City, Russia

Tbilisi, Georgia

• Front-end software developer:
• designed and developed 5 responsive web applications for customer-facing dashboard
• actively participated in code reviews, received good feedback from coworkers and applied it to subsequent pull requests
• added unit tests to both existing and new code, code coverage was 70% or more
• worked closely with UX/UI design team on product designs and reviews - my mockup to application accuracy was close to 96% within the first design review
• contributed 10+ bug fixes and new features to internal UI library used by various teams across the companyOur web applications were often shipped to multiple platforms at once, for instance, Windows, MacOS web and.

St Petersburg, St Petersburg City, Russia

• Tier 2 technical support role with production server access:
• provided Tier 1 agents with guidelines and relevant back-end information - 10+ calls and 20-50 request per day
• performed basic Exchange server troubleshooting and configuration - 5-15 customer requests per day
• served as the last escalation point for the most complex issues and management requests
• communicated with external vendors and raised/handled tickets with them - worked with Microsoft, Cloudmark, ProofPoint, Vade Secure and etc.
• assisted the onboarding team with Exchange migrations and troubleshooting - Microsoft, Skykick, BitTitan, proprietary tools

St Petersburg, St Petersburg City, Russia

• Exchange and business applications product specialist role:
• received escalations from the front-line and direct calls from larger customer accounts - 15 call per day on average
• focus on hosted Exchange and Microsoft Office/365 related issues
• performed extensive troubleshooting, gathered application logs, provided a more in-depth knowledge on "how to" questions
• participated in new-hires training, mentoring and quality reviews - trained 5 new agents, all of them completed training and passed internal exams
• maintained internal and customer-facing knowledge base - 20 article updates, 3 articles created from scratchThat year I was recognized as the best product specialist agent within my team and location providing.

St Petersburg, St Petersburg City, Russia

• Front-line technical support agent:
• assisted customers via phone, live chat and email - 15-25 calls per day, 10-20 email cases or chats
• provided basic information and troubleshooting steps for Microsoft Office apps, hosted Exchange, cloud VoIP and other proprietary products on Windows, MacOS, iOS and Android platformsMy key metrics were customer.

Moscow, Moscow City, Russia

• MATCH Services AG was the official ticketing service provider for the 2017 FIFA Confederations Cup and the 2018 FIFA World Cup in Russia. We have sold over 2.5 million tickets to almost 1.5 million customers.My job was.
• respond to client enquiries regarding ticketing products and billing via email or CRM - 60+ requests per day
• work on FIFA representatives' escalations aliasing with internal teams
• provide information support for operations teams and assist the call centre with escalated cases - 15 venues and 1 centralised call center
• support match day operations at the venue or remotely - 64 matches in total, 5 on-site including the finals
• work with refunds and resolve chargeback cases after the event by communicating with domestic/international bank partners - around 50 refund requests in total

St Petersburg, St Petersburg City, Russia

I worked in a ticketing centre in preparation and during FIFA Confederations Cup 2017 in St. Petersburg. I was assisting clients with purchases and general information as well as first-line troubleshooting of any arising issues.