Georgiy Fedorov Email & Phone Number

Tbilisi, Georgia

Technical Support: Provide Level 3 technical support for B2Broker's B2B SaaS solution, encompassing Trader's Room and Back Office functionalities tailored for investing and trading in the target markets, including crypto exchanges, brokerage businesses, wallets, payment systems, and currency exchanges.Integrations Management: Oversee integrations with various platforms and services, including trading platforms, payment systems, and KYC providers, ensuring seamless connectivity and functionality.Monitoring and Problem Solving: Conduct ongoing monitoring of the product to identify and resolve technical issues promptly at an advanced level. Act as a technical escalation point for complex issues, employing in-depth troubleshooting and problem-solving skills.Product Improvements: Drive continuous improvement of the product by identifying areas for enhancement, gathering feedback from clients, and collaborating with cross-functional teams to implement upgrades and optimisations.Staff Training: Conduct training sessions for technical support staff to enhance their skills and knowledge of the product, integrations, and problem-solving techniques.

Tbilisi, Georgia

Customer Support: Provided first-line support to clients, addressing inquiries and resolving issues related to company products and services.Ticket Management: Managed and prioritized support tickets, ensuring timely and efficient resolution of client problems.Technical Troubleshooting: Diagnosed and resolved basic technical issues with trading platforms, software, and network connectivity.Client Communication: Maintained clear and effective communication with clients through email, chat, providing updates and solutions.Documentation: Created and maintained detailed records of client interactions and issues in the support system.Escalation: Escalated complex issues to higher-level support teams or technical specialists when necessary, ensuring seamless client service.Product Knowledge: Developed and maintained a strong understanding of B2Broker's products and services to provide accurate and effective support.Training and Development: Participated in and conducted training sessions to stay updated on new features and updates to company products.

Almaty, Kazakhstan

Hardware & Software Support: Installed, configured, and maintained computer hardware and software. Troubleshot and resolved issues.Network Management: Ensured network performance and connectivity. Escalated and resolved issues with local providers, participated in network maintenance.User Assistance: Provided helpdesk support and training for employees. Set up and configured user accounts.Event Support: Provided technical support at business events.Knowledge Management: Created and updated the knowledge base using Confluence.Process Automation: Wrote scripts for application installation to automate processes.

Yuzhno-Sakhalinsk, Sakhalin, Russia

Accomplishments: Couched 5 employees to work as part of the new Service Desk during the migration to the new IT infrastructure.-Communication with management and 2nd support line to resolvemass problems or changes in workflows solving non-standard user requests Distributing the load on the Service Desk-Maintaining reports and statistics on the work done-Writing Instructions-Consulting Service Desk employees-Training of Service Desk employees

Yuzhno-Sakhalinsk, Sakhalin, Russia

Service Desk support for SEIC - International company based on SHELL IT infrastructure. Achievements: Best IT Service Desk support of 2020 and 2021 years. Proceed with IT support on the Sakhalin2 project: 3 entry points : Phone / mail / communicator Registration of appeals to the Marval system (ITSM)Solving hardware and software problemsEscalation of issues Use and development of own knowledge librarySHELL Service now - escalation and cooperation with Global support Providing access to different services Accounts administration Monitoring critical systemsActive directory accounts/ groups and permissions editing Customers consulting