Evgeni Gusev Email & Phone Number

Tbilisi, Georgia

Тбилиси, Грузия

Providing guidance on the configuration and use of AxiomSL products Acting as a representative for Product Support on product roadmap developmentIdentifying root cause of trends and recommending corrective action on areas of the product that require special attention from Engineering, QA, & Product ManagementResponsible for delivering resolutions that are accurate, complete, and timely with high customer satisfaction for assigned areasProviding known resolutions and/or advice to customers, professional services, and partners.Identifies data that quantifies the correlation between customer satisfaction, customer loyalty, and AxiomSL business growth Managing the creation of new tools or processes to improve customer satisfaction, and/or product support effectiveness/efficiency under supervision of team leadInstitutionalizing the use of the case resolution process and procedures as outlined in the product support quality manualOwning the ControllerView software from a Product Support perspective and looked upon internally as the go-to-person for this productManaging a team of product support analysts and/or team leadsResponsible for minimizing the time-to-productivity of new hires by hiring and training talented resourcesResponsible for ensuring all direct reports complete required training and provides input regarding future training coursesInspiring, motivating & guiding others toward the achievement of common goalsConducting performance reviews on time and utilizes performance feedback to identify strengths and developmental needs Managing allocation of workload across team to ensure employees are challenged and able to achieve set goalsEnsuring a positive environment that facilitates employees' continuous learning and growth

Tbilissi, Geórgia

Managing the team of Support Engineers with various level of experience and expertise (from Junior to Principal)Monitoring and acting on team KPIs, ensuring team meets the targetAnalyzing Surveys provided by Customers based on their interaction with Platform Support team, conducting follow-up actions so as to ensure high Customer Satisfaction level Collaborating with Customer Success Team so as to provide quick and meaningful response on top priority casesCollaborating with RnD teams so as to find out the root cause of the issue faced by customer and find the best resolution for it, considering customer's infrastructure setupProviding ad-hoc trainings for the team, which ensure high level of their technical expertise and quality of their solutions provided to customersTaking care of most complicated and impactful cases opened by customers

Interpreting and explaining user documentation to Customers and internal teamsAssisting internal teams with problem resolution and information queriesProviding on-demand product information when an official documentation is not available yet Explaining best ways to implement customer-specific scenariosReproducing&documenting suspected bugs and their replication scenarios.Providing workarounds to the customerProviding the RnD team with comprehensive information related to the suspected bugs. Assisting in maintaining the Knowledge Base of common problems, questions and recommendationsWorking with Technical Writers on improving and extending the documentationProviding environment-specific infrastructure expertise to Application Support and clients to assist in performance improvements and issue resolutionTools\Software\OS\DB : Java\Tomcat\RedHat\WinServer\Oracle\MSSQL\PostgreSQLKeeping Application Support informed of future releases, patches and known issues. Educating Application Support on new features and improve their level of expertiseHelping Application Support and the customers in analyzing application performance, detect problems and provide recommendationsInforming RnD\PM teams about most impactful issues faced by multiple clientsActing as a coordinator for Support<=>RnD<=>PM teams communication

St Petersburg, St Petersburg City, Russia

Keeping Application Support informed of future releases, patches and known issues. Educating Application Support on new features and improve their level of expertiseHelping Application Support and the customers in analyzing application performance, detect problems and provide recommendationsEnsuring Application Support team provides timely updates to customers for issues being in progressInforming RnD\PM teams about most impactful issues faced by multiple clientsActing as a coordinator for Support<=>RnD<=>PM teams communication

Interpreting and explaining user documentation to Customers and internal teamsAssisting internal teams with problem resolution and information queriesProviding on-demand product information when an official documentation is not available yet Explaining best ways to implement customer-specific scenariosReproducing&documenting suspected bugs and their replication scenarios.Providing workarounds to the customerProviding the RnD team with comprehensive information related to the suspected bugs. Assisting in maintaining the Knowledge Base of common problems, questions and recommendationsWorking with Technical Writers on improving and extending the documentationProviding environment-specific infrastructure expertise to Application Support and clients to assist in performance improvements and issue resolutionTools\Software\OS\DB : Java\Tomcat\RedHat\WinServer\Oracle\MSSQL\PostgreSQL

St Petersburg, St Petersburg City, Russia

Supporting of plant's network infrastructure: 2 Core switches (Cisco 6509), 4 firewalls (Cisco ASA 5505\ASA5510), 30 switches in telecommunication cabinets(Cisco Catalyst 3750\3750x\2960\IE3000, up to 4 switches in stack) and 50 wireless access points (Aironet 1240\1260\1140) in different areas of plant. All devices are managed through Cisco Prime LAN Management Studio. Incident, Problem and Change Management using HP Service Manager tool in accordance with SLA, ITIL principles and company's global standarts Asset management and audit Everyday communicating with central and global technical team via email and phone Daily healthcheck and monitoring of equipment using CiscoPrime LMS, HP Network Node Manager, HP Operations Manager Installing new and refreshing of obsolete equipment with expired warranty Upgrading equipment firmware Adjusting switches configuration according to business requirements and company's global standart in cooperation with company's central network team Troubleshooting of various network issues (conditions of non-stop production requires to minimize mean time to issue resolution) Conducting regular core switches and routers failover testing Conducting regular telecommunication cabinets and server room audits: checking proper cables labeling and laying, Maintenance and testing of UPSes in telecom.cabinets Monthly wireless audits (checking signal quality and searching for non-authorized WiFi Hotspots)

St Petersburg, St Petersburg City, Russia

At this position I've been supporting office users of General Motors plant located in Shushary\St.Petersburg- ~500 workstations\users. Responsibilities: Office users field support in accordance with SLA and ITIL principles Typical software: Windows 7, MS Office 2010, Lotus Notes, various specific software Installing, configuring and refreshing users' workstations Communicating with remote helpdesk (1st level support) and remote support experts (3rd level support) Diagnostics and repair of malfunctioning workstations, communicating with workstations' vendor for repairing broken parts Asset management (full lifecycle : from receiving to retired) Incident tickets handling using HP Service Manager software Achievements: Total refresh of obsolete workstations with expiring warranty period Asset management: estabilishing and keeping up-to-date info about asset owner, location and status Creating a friendly and professional image of IT service desk onsite

St Petersburg, St Petersburg City, Russia

Technical support of trading software developed by company: Analyzing logs of server- (in linux console) and client-side (txt files) software Writing SQL queries for Oracle database Remote systems monitoring Communication with 1st level support specialists in England, Singapore and USA via email/MSN/phone Configuring parameters of network hosts