- Lead technical support engineer in Yadro Client Systems - remote support for B2B clients (Big Enterprise - Top companies);- Lead of technical support team;- Project management;- Participation in R&D process for new products;- Create successful collaboration with partners, product owners, sales, pre-sales and other department related to service department activity;- Prepare education materials for service partner - pics, videos, docs, manuals;- Create service knowledge base and participation in service manuals creation;- Hire new employees;- Constant monitoring for the quality of service;- Test new devices and provide conclusions about new potential devices and features in current devices;- Development and integration new service features and tools for products;

- Lead technical support team for high volume products portfolio - x86 servers IBM/Lenovo, switches, Lenovo storages, Netezza, PureStorage, Teradata equipment – about 20 people around the Russia in different cities and regions;- Senior Front-Office engineer for Russia/CIS; Virtual Front End member for Europe;- Participation in technical exchange meetings in the USA with high-skilled(TopGuns) colleagues from all of the World on a regular basis - as a result - created global knowledge base for service engineers and architects about all current and future products with full details;- Work in collaboration with Product Engineers under serviceability design and solving potential problems with equipment in the future product releases;- Prepare workshops and educations for the local team with hands-on labs;- Active participation and managing critical client situations until the problem is fixed;- Collaboration with sales and solving pre-sales technical questions;- Strategic planning and participation in cost optimization.

- Team Leader of Field Service Delivery(FSD) Engineers in System X (x86) platform for Russia/CIS;- 24x7 remote support for key clients; solving critical cases with severity 1 and severity 2 including off-hourssupport;- Remote and on-site support for IBM and multi-vendor hardware equipment, software and networking products;on-site repair, installation and relocation;- Improving operations by conducting systems analysis; recommending changes in policy and procedures;- Providing network systems engineering support for different IT projects by conducting trainings and roundtable discussions on a daily basis;- Mentoring and coaching junior system engineers

I specialize on remote and on-site technical support and installation with IBM/Lenovo System X and SAN/Storage products :- IBM/Lenovo Clusters for Cloud solutions (IaaS, PaaS, SAP HANA)- Storwize V3700 and DS3000, DS4000, DS5000- Brocade SAN switches- IBM/Lenovo System X servers- Lenovo ThinkServers- POS TerminalsSW:Linux environmentKnowledge of Linux Virtualization and Openstack environmentKnowledge of VMware/ESX environmentAutomation (Ansible)Python, Bash for scriptingMy main responsibilities are:- Remote problem determination, preparing action plans for field engineers across Russia/CIS- On-site installation, maintenance and repair of IBM/Lenovo/Brocade equipment and SAN/Storage products, clusters for cloud solutions- Providing technical assistance to on-site engineers- Collaborating with Product Engineers to investigate technical issues- Advising customers on preventative maintenance- Work as duty L2 engineer for Russia- Solving critical situations and participating with sales team and product engineers in problem investigation

First-line support with customers by mail/phone within technical support department.My responsibilities were:- L0 role - open service requests for hardware/software (for R/CIS and Middle East/North Africa regions)- help customers to receive support from the engineers in urgent situations- monitor for service requests and update it (day and night schedule)- new-comer's education