Dmitry Shur Email & Phone Number

Spain

• Led a technical support team of 10, ensuring smooth operation around the globe (EMEA/Americas/APAC)
• Monitored KPIs and metrics to drive continuous improvement in support processes and achieve operational excellence
• Decreased Issue Resolution Time by 42% in less than 1 year by improving the processes and upskilling the team
• Kept CSAT 4.7 & higher providing high-quality customer support and acting as an escalation point
• Kept response SLA at 95% and higher by implementing efficient processes and leveraging the advantages of a globally distributed team.
• Conducted regular performance reviews and regular 1:1 sessions to identify potential issues, coach and mentor the team

Tel Aviv, Israel

• Led a global 24/7 Tier 1 - Tier 3 support team (16 people across Israel, Bulgaria, and the UK),
• Improved customer experience reflected in increased CSAT to 4.7+ by optimizing support processes, improving response times, and performing constant upskilling of the team
• Reduced the time of Tier 1 first response to less than 1 hour for 98% of cases and optimized interactions with customers by creating clear process documentation and setting exact criteria for tier escalation
• Promoted talented members and addressed underperformance within the team, improving quality, resolution time, and reducing the backlog by 60%+
• Led a long-term cross-functional project to upgrade 50+ customers: defined the process, planned resources and coordinated with peer teams
• Enhanced and reworked layout and automation flows in the Salesforce Service Console, making the work easier for the team to increase productivity

Tel Aviv Area, Israel

• Led multidisciplinary team (10 people in Israel and the US)
• Ensured optimal assignment of team members to customers and collaborated with Sales, R&D, Service, Support, and Product, securing renewals and upsells of >1M USD
• Built strong relationships with customers using clear and concise communication, acting as customer voice inside the company
• Established regular meetings with Support and R&D to review backlog and prioritize issues, speeding upresolution time and decreasing R&D load by 25%
• Implemented playbook to ensure high quality of support operations
• Supervised day-to-day operations of technical support, keeping response SLA at 95% and higher using Zendesk

Tel Aviv Area, Israel

• Being in charge of Customer Success by serving as the main point of contact for the company’s key accounts (Financial Enterprises from Fortune-500 list), helping to maximize value from the solution and use its full.
• Developing and maintaining relationships with customers by engaging customer product owners and senior management, including C-level.
• Collecting feedback from customers for product improvements.
• Acting as the customer advocate customer inside the company, coordinating between Sales, R&D, Service, Support and Product teams to ensure overall customer satisfaction with the product.
• Securing renewals and identifying opportunities for expansion and upselling of licenses and services

Tel Aviv Area, Israel

• Technical SME working directly with the customers, providing services, onboarding new customers, performing post-deployment maintenance, configuration, and integration with external systems.
• Consulting the customer to understand new business requirements and convert them into technical solutions.
• Performing various customizations to provide additional value for the customer.
• Assisting technical support in troubleshooting and solving the most complex technical issues.
• Delivery of training, performing regular presentations for customer’s technical personnel as well as for senior management.
• Developed KPI dashboard (Python/ Django) that represents the current state of the customer system by processing system reports received automatically.

Moscow, Russian Federation

• Creating solution architecture designs for cloud-based telecom solutions including both system, infrastructure and network design.
• Replying to complex RFI/RFP, preparing SOW and SOC, calculating project costs.
• Technical lead of the integration team with end-to-end responsibility for the integration of demo zones/proof-of-concepts projects from design to implementation phase.
• Conducted training and knowledge sharing sessions, both for internal users and customers.

Moscow, Russian Federation

• Replying to complex RFI/RFP preparing SOC, calculating project cost.
• Creating business cases for potential customers.
• Developing solution architecture design and integrations for telco VAS/mobile data platform.
• Business requirements analysis with conversion to functional/system requirements used as an input for the development.
• Leading creation of web-communication product based on software developed by the 3rd party vendor.
• Solution integration on partner networks, working closely with the vendor’s R&D on the enhancement of the product.

Moscow, Russian Federation

• 3rd line technical support for different systems developed by the company - RCS-alike VoIP solution, service delivery platform (SDP), PCRF and others.
• Deep technical analysis of issues including work with the source code, troubleshooting of issues escalated by 2nd line support.
• Close work with R&D on providing a solution for the most complicated problems.
• Performing various integrations of platform including the integration of Cisco CSG acting as DPI/PCEF with PCRF over a proprietary protocol.

Moscow, Russian Federation

• Creating and supporting IT infrastructure.Duties:
• Designing and deploying IT services architecture (DHCP, DNS, mail, SIP telephony, LDAP authentication, jabber etc.)
• Network design
• Network support
• Managing VPN tunnels towards customers and branch offices
• Support of IT services

Moscow, Russian Federation

• Managing outsourced technical support operation and maintenance team of 5 persons for mobile carrier mission critical systemDuties:
• Task control
• Organization of duty team
• Interaction with customer
• Interaction with vendor
• Solution of most complicated problemsAchievements:

Moscow, Russian Federation

Service delivery platform operation and maintenance in a large mobile carrier. System integration and IOT with newly deployed adjacent systems. Configuring and testing new functionality before launch, running updates/upgrades.

Moscow, Russian Federation

• Duty engineer in the support team of mission-critical service delivery platform at large mobile carrier.Duties:
• System monitoring
• Troubleshooting
• Testing services before launch in commercial operation
• Provisioning of new servicesAchievements:
• Gained experience in linux administration,mysql and networking.