Denis Spirin Email & Phone Number

Canada

Canada

Remote

- Engineered an AI-powered support bot for the Telco product, autonomously resolving over 50% of tickets, including complex issues requiring backend modifications.- Innovated AI-based tools for product acquisition and knowledge transfer, enhancing operational efficiency and knowledge sharing.- Developed a continuous quality evaluation pipeline for various versions of the L2 support bot, ensuring consistent performance and improvements.- Created an AI-driven reporting system tailored for executive stakeholders, providing critical insights and supporting informed management decisions.- Established multiple AWS endpoints for backend manipulation across various products, empowering AI solutions to execute tasks effectively and efficiently.

- Managed and mentored a team of 20 support representatives, ensuring optimal performance and consistent adherence to service level agreements.- Conducted monthly performance reviews, leading to the identification and rectification of bottlenecks, resulting in a 10% increase in team efficiency.- Successfully reduced ticket resolution time by 20% by streamlining support processes and incorporating automated solutions, enhancing customer experience.- Collaborated with the product team to relay customer feedback, resulting in the enhancement of key features and a 30% decrease in support-related queries for those features.- Oversaw uptime and downtime maintenance schedules, achieving a consistent 99.5% uptime rate, which greatly enhanced user trust and reliability.- Actively participated in Incident Management, ensuring rapid response and resolution times; this proactive approach reduced system downtime by 18% and increased customer trust.- Collaborated with the tech team in the deployment of two AI-driven tools, streamlining customer support processes and reducing ticket resolution times by 25%.- Led the support side during the launch of 4 new company products, ensuring that the team was well-versed in product knowledge and capable of addressing all customer inquiries efficiently.

Remote

- Engineered and improved existing customer support processes, leading to a 15% increase in efficiency and a subsequent reduction in customer complaint resolution time.- Collaborated closely with the L1 support team, mentoring and training a team of 10, enhancing their technical skills and ensuring quicker first-level resolution, which reduced the number of escalations by 25%.- Acted as a critical liaison between customers and the product development team, gathering feedback and translating it into actionable insights. This proactive approach contributed to a 10% increase in customer satisfaction scores.- Managed and maintained a 99.5% system uptime, by actively monitoring and addressing potential issues, leading to a 20% reduction in downtime incidents year-on-year.- Led a project to automate routine support tasks, saving approximately 30 hours of manual work per week, allowing the team to focus on more complex customer issues.

Tyumen

- Established and led a dynamic team of security specialists, playing a pivotal role in the recruitment process, ensuring only top-tier talent was onboarded to uphold the highest security standards of the organization.- Conducted comprehensive training sessions for new hires and existing team members, equipping them with the latest security practices and tools, ensuring a consistent 98% success rate in thwarting security threats.- Successfully restructured the team's service request workflow, resulting in a staggering reduction of average service request completion time from 3 months to just 2 days, greatly enhancing departmental efficiency and client satisfaction.- Collaborated closely with other department heads and stakeholders to align the security sector's objectives with the organization's overall goals, fostering a cohesive and efficient work environment.- Regularly reviewed and updated security protocols and measures in place, adapting to evolving threats and technologies, ensuring the organization's defenses remained at the forefront of industry standards.- Played a crucial role in stakeholder communication, providing regular updates on the security landscape, potential threats, and the measures in place to counteract them, reinforcing trust and transparency.- Fostered an environment of continuous learning and innovation within the team, encouraging members to stay updated with the latest in security trends and technologies, ensuring the organization's resilience against emerging threats.- Managed the annual budget for the Information Security Systems Support Sector. Implemented cost-saving measures and optimal resource allocation, resulting in a 15% reduction in yearly expenses while ensuring the procurement of state-of-the-art security tools and services.

Tyumen

- Spearheaded the development and implementation of robust security protocols, leading to a 15% reduction in system vulnerabilities. Formulated and instituted a comprehensive network security policy, setting a benchmark for the organization's security standards.- Regularly conducted security audits and assessments, identifying and rectifying over 50 potential threat points. Additionally, audited technical documentation to ensure adherence to best practices, maintaining a 99.8% system uptime throughout the tenure.- Took the lead in configuring and supporting CheckPoint products, enhancing the organization's firewall and intrusion prevention capabilities, which contributed to a 12% increase in threat detection rates.- Mentored a team of 10 security professionals, training 5 junior members and ensuring a 20% rise in team productivity. Played a pivotal role in the transition to advanced security tools, reinforcing the company's defensive capabilities.- Systematically documented projects, ensuring transparency and easy handover, which decreased project onboarding time by 25%. Also initialized and managed security tokens, enhancing two-factor authentication measures for over 1000 employees.- Acted as the primary consultant for both colleagues and clients on security matters, providing crucial insights and recommendations, which led to improved client satisfaction rates by 18%.

Tyumen

- Developed and delivered comprehensive curriculum on network technologies, information security, and Linux administration, catering to a diverse student base.- Conducted hands-on training sessions and practical labs, which led to a 25% improvement in student performance and hands-on skills in network and security tasks.- Mentored and guided a class of 60+ students each semester, fostering a collaborative learning environment and ensuring a 90% pass rate.- Spearheaded the adoption of state-of-the-art teaching methodologies and digital tools, resulting in a 15% increase in student engagement and participation.- Organized and moderated multiple guest lectures and workshops on advanced topics, enhancing the curriculum's real-world relevance and bridging the academia-industry gap.- Played a pivotal role in updating the department's course materials and resources, ensuring they were in line with the latest industry trends and best practices.- Collaborated with fellow faculty members on interdisciplinary projects, leading to the integration of network technologies with other domains, broadening the students' horizons.

Tyumen Region, Russian Federation

- Oversaw the installation and configuration of network hardware, ensuring 99.8% uptime and reducing downtime by 20% through meticulous planning and documentation of topology changes.- Played a pivotal role in the deployment and maintenance of VoIP hardware, leading to a 15% increase in call efficiency and a 10% reduction in dropped calls.- Spearheaded the installation and maintenance of Linux servers, reducing server-related issues by 25% and improving system performance by 18%.- Managed and optimized computing clusters, achieving a 20% improvement in data processing speeds and a 15% reduction in system lags.- Directed the deployment and maintenance of WiFi networks across multiple sites, ensuring consistent 98% connectivity and reducing connection complaints by 30%.- Coordinated and managed remote office connections, enhancing remote working efficiency by 20% and ensuring secure, seamless connectivity for over 15 remote sites.- Supervised the implementation of monitoring systems, leading to a 25% faster response time to system anomalies and reducing potential system failures by 20%.- Analyzed and responded to security incidents and events, implementing measures that decreased security breaches by 30% and reinforced overall network security.- Mentored and led a team of junior engineers, improving team efficiency by 15% and reducing the onboarding time for new recruits by 40%.- Collaborated closely with the IT security team to conduct regular system checks, which led to the identification and mitigation of 20% more potential threats compared to the previous year.

Tyumen Region, Russian Federation

- Developed and implemented a user-centric interface for the University's internal CRM system, which is now actively used for managing student R&D projects, benefitting over 1,000 projects annually.- Played a pivotal role in a close-knit team of 4, ensuring efficient collaboration and timely project deliveries.- Streamlined user interactions, leading to a 20% reduction in data entry errors and a 30% faster navigation experience within the CRM.- Conducted iterative feedback sessions with university stakeholders, leading to key interface enhancements that boosted user adoption by 50% in the first six months.- Consistently delivered high-quality code and interface designs, ensuring the CRM's active and uninterrupted usage, demonstrating its reliability and robustness.