Don Koilybayev Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Manage the SMB customer list of over 2000 accounts handling all CS-related inquiries(upsells, expansions, feature requests, custom report requests, integrations, billing, strategy,product functionality)• Retain and grow the seat and site opportunities in the assigned CSS portfolio• Work closely with other departments (Support, Sales, Professional Services, Finance,RevOps, Product) to execute the customer success framework• Identify the customers with growth opportunities, nurture growth (upsells, expansions) inorder to transfer to a mid-market CSMAchievements:• Consistently met and exceeded the monthly ARR targets since the start date• SME for the CS team (SMB and Mid-Market) for the Salesforce-related questions and issues• Collaborated with the Product team to improve self-serve processes for customers (upsell and onboarding)• Provided ongoing leadership and guidance for the new members of the CS team (SMB andMid-Market): CS processes, sales/upsell talk tracks, retention strategies, churn management,product-related questions

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Provide both on-site and remote support during projects go-live• Coordinate and perform installation, configuration and testing of servers, application, payment gateways and interfaces for all new implementations• Create shell databases and import client data to build full database for each new project• Perform diagnostic tests on client databases to verify the integrity of the data• Review deployment/import SQL scripts and adjust/update as required if necessary • Maintain and update templates and other tools used by Implementations team as required with the release of new versions of the software• Create and maintain documentation related to technical tasks• Assume ownership of Special Projects assigned by the Director of Professional Services (new interfaces integration, designing and developing internal tools)

Toronto, Ontario, Canada

• Experience with the following technologies and tools: Oracle (10g and 12c), PL-SQL, USoft, HTML, Apache Tomcat (v8.5.+), OpenSSL, XSLT, MS Azure, MS Office, Salesforce Marketing Cloud, Ongage Marketing Platform, SparkPost Email Platform, Oracle VirtualBox, Crystal Reports, Zendesk.• Team Lead since 2019• Trained and mentored new team members• Performed as Acting Manager for Application Support Department when required• Provided customer and application support up to Tier 3, resolved application, OS environment, 3rd party interfaces, and hardware issues• Resolved payment issues concerning payment gateways and processors such as Shift4 and Worldpay• Provided support and guidance with reports related to revenue analysis• Provided end-user training to clients over the phone and remote desktop sessions• Conducted and supported implementation delivery with clients and internal departments• Provided documentation on first and second level troubleshooting of processes other team members• Collaborated with Development, QA, and end-users to ensure technical compatibility of new technologies• Performed re-indexing and other maintenance procedures to assist with database performance• Performed CSS and HTML maintenance and minor change requests for customers' web booking portals

Toronto, Ontario, Canada

• Routine diagnostics checks • System monitoring • Determine and troubleshoot both software and hardware issues • Perform system current state analysis and write technical requirements for change management processes• Handle warehouse inventory database • Write weekly and monthly performance and efficiency reports to the management

Karaganda, Qaraghandy, Kazakhstan

• Gather technical requirements and product specifications for systems upgrades• Identify options for potential solutions and assess them for both technical and businesssuitability• Control and audit new systems implementation• Perform change impact analysis, conduct presentations and negotiations betweenstakeholders.

Post-Secondary Certificate, Information Systems Business Analysis, 3.31

Bachelor'S Degree, Information Measuring Equipment And Technology, 3.33