Gene Marikhin Email & Phone Number

Auckland, New Zealand

Wellington, Wellington Region, New Zealand

At EndGame I am driving the Customer Care program for one of the core products in the company's portfolio - Surgical Partners (SP) – a $38 million Australian startup and a payroll system that spans across 5500 doctors and practice managers and facilitates the way the Australian practices pay their practitioners. I am the Ops Team Lead for SP whose objectives are to build a quality product that solves a certain problem, deliver the high expectations of the real-time payroll software, meet the deadlines and maximise the business revenue. Building the Customer Care program for SP implied: - Building and cherishing trustworthy relationships across business partners and end-platform users - Proactive customer-driven approach to solving problems; preemptive solutions - Clear processes and procedures - High standards on resolution times for critical incidents and regular daily inquiries - 24/7 Effective monitoring and logging - Regular security updates - Infrastructure as a code; maximum automation - Building and maintaining a comprehensive product knowledge-base that is easy-to-useMy achievements as the SP Ops Team Lead are: - Within 2.5 years built up an effective, consistent, organised, transparent and well structured Customer Care program for one of the key company’s partners - In a team of 2 people: + Looked after the infrastructure: kept up-to-date 15 cloud servers (Linux, Windows), 6 cloud databases (MSSQL, MongoDB) and their surroundings + Looked after the software, providing daily Tier3-Tier4 application support, catching, reporting and fixing bugs + Tuned up and scaled up the environment to be able to cope with the workload as the product grew so that 99th percentile on the app responsiveness remained within 3 sec - Built up / optimized processes that have reduced the product operational costs by 87% - Implemented an easy-to-use product knowledge base – a key tool in onboarding and knowledge sharing - and wrote up 100 articles

Auckland, New Zealand

At Vista I have enhanced my problem-solving skills in a Services Consultant role working in Agile environment. I have sharpened them by working on escalated incidents that required the immediate response and action. The company's portfolio comprises over a few dozens of products and I provide their comprehensive technical support to our EMEA partners and customers including software implementation, setup, troubleshooting as well as reporting bugs. At Vista I have improved my knowledge of RESTful APIs, MSSQL, RabbitMQ and Azure. I have worked closely with the development and testing departments which helped me to better understand software development and testing processes.

Auckland, New Zealand

In June 2018 I took a job at Strucsafe Ltd, a start-up oriented on developing movement sensors that measure acceleration, velocity and displacement of structures and can be used in registering earthquakes, understanding towers’ sways under wind gusts, studying deformations of bridges, etc. At Strucsafe Ltd I sharpened my SQL, data analysis, software development and problem-solving skills. At Strucsafe Ltd I analysed a lot of data from Strucsafe and 3rd party movement sensors that were installed in one of the towers in Auckland CBD. The raw data was automatically downloaded from the Strucsafe portal through RESTful API. After the files were downloaded, I calculated statistics for all the parameters required, performed meticulous signal processing followed by sending the processed data into MySQL database, which I had worked out specifically for this analysis. The results of the study could be seen on the website in the form of graphs and accompanying statistics.

In mid-2010 I started off my professional journey at Delta Telecom, a Systems Integrator that implements solutions for SMB, Large Enterprise and Contact Centers largely based on Avaya, Polycom and NICE solutions. In 2019, the company's total net revenue was $16 million, and it employed approximately 40 persons.At Delta Telecom I started off as a Systems Engineer and a few years later I got promoted to a Senior position. I was in charge of 24/7 T1, T2 and T3 full technical support for one of the biggest retail contact centres. I was involved in rolling out complex systems and integrations of varying complexity in different parts of the country. Apart from dealing with basic routine tasks, I handled urgent after-hours system downs that often required immediate escalations to the vendor. I collected and analysed a lot of data for contact centres and based on the results I was able to suggest effective measures to improve customer engagement. There I learned professional skills such as Excel, SQL, database management, networking, data analysis, statistics, systems engineering, problem-solving and team leadership.

Graduate Diploma In Information Technology With Distinction, Information Technology

Activities and Societies: Promotion campaignAfter gradiation from Otago Polytechnic Auckland International Campus I was awarded.

Master’S Degree In Radio Electronic Systems With Distinction, Radio Electronic Systems