Responsible for overseeing the training process within the company. Developed courses and trained partners and employees on AggreGate, a low-code IoT platform for industrial applications. Designed a 40-hour onboarding video course and authored a corresponding textbook.

Owner and financial director of a retail shop that sells travel equipment.My responsibilities included planning expenses, avoiding cash gaps, doing taxes and accounting, and maintaining a positive Profit-Loss. Responsible for IT, including hosting, domains, and CRM.

Supervised a team of engineers that supports and integrates DeskAlerts - a high-load notifications system designed to ensure the successful delivery of messages to every employee in huge enterprises. Improved the external Knowledge Base and business processes. Maintained compliance with SLA.

Having launched an efficient self-improving helpdesk, I switched to creating tools for support engineers that would speed up response times and solutions. I took charge of internal software development, building a powerful CRM/Helpdesk system that could instantly display information about customers and network topology and allowed cross-departmental collaboration when dealing with customers queries.Over time, this software was integrated into most of the company's business processes… Show more Having launched an efficient self-improving helpdesk, I switched to creating tools for support engineers that would speed up response times and solutions. I took charge of internal software development, building a powerful CRM/Helpdesk system that could instantly display information about customers and network topology and allowed cross-departmental collaboration when dealing with customers queries.Over time, this software was integrated into most of the company's business processes, providing Business Process Management, Warehouse Management, Resource Planning, and Network Monitoring functions.Eventually, I managed an entire team of three developers and one QA specialist.My primary role was to design the roadmap and manage requirements. My secondary activities included organizing sprints, motivating team members, and training employees to use the software. Show less

- Created a team of 16 tech support and field engineers operating a 7/24 helpdesk.- Integrated procedures and metrics for continuous improvement of team KPIs.- Persuaded the company to use unique keys for equipment naming. In roughly 20 company databases, we renamed 10,000 pieces of equipment, reducing duplication and outdated entries dramatically.- Integrated a machine-learning-like system for deciding what UPC model should be installed on a network node. This improved the… Show more - Created a team of 16 tech support and field engineers operating a 7/24 helpdesk.- Integrated procedures and metrics for continuous improvement of team KPIs.- Persuaded the company to use unique keys for equipment naming. In roughly 20 company databases, we renamed 10,000 pieces of equipment, reducing duplication and outdated entries dramatically.- Integrated a machine-learning-like system for deciding what UPC model should be installed on a network node. This improved the network's durability during power outages without additional expenses.- Created a learning curve with a crash course for new employees and an advanced course for more experienced employees. Implemented an internal internship program in which support engineers take on the role of high-level technicians.- Incorporated a multistep grading system that gives team members the opportunity to grow and stay motivated by passing grading exams, and acquiring additional manager-level responsibilities.- Integrated procedures for improving network durability by root cause analysis of network outages, continuous review of approved equipment, and updating best practices.- Through my efforts, the whole company started using the internal wiki, which resulted in several hundred articles being written, and most of them being updated regularly. Show less

Swiss army man. Aside from trying to crash the software, I provided technical support, updated documentation, designed UIs, uploaded the apps to distribution platforms, and optimized the website for search engines.