Maxim Kuznetsov Email & Phone Number

Tbilisi, Georgia

Tbilisi, Georgia

St. Petersburg, Russia

• Provided my team training and support for technical issues such as new hire training and new SLA training. • Manage Tier I and Tier II support agents• Conduct quality reviews of engineer calls, stats and overall performance monthly.• Prepared efficiency reports providing management with a detailed analysis of team performance.• Developed and implemented plans to increase efficiency, such as coaching in real-time to correct any mistakes or miscommunications before they become habits. • Coordinate outages to minimize the impact on operations.• Document outages and present the customer-facing documentation to clients.• Interview candidates.• Handle inter-department communications.• Monitored chats to assist any agents needing Supervisor calls or any management assistance

St. Petersburg, Russia

Provided support for hosted Exchange customers dealing with email connectivity, DNS records, mail flow and delivery, spam, and other issues associated with add-on services like Sharepoint, Cloud Server, file sharing and other services. Phone support also covered Activesync, Firewalls and various aspects of e-mail and business software. Analyzed email headers and non-delivery reports to check on mail flow, delivery delay or failure, spam scores, etc. I also educated customers on system use such as restoring a mailbox, backing up a mailbox, creating new accounts, configuring a mail client and more. Writing knowledge base articles for new products and overhauling out of date articles were one of my duties .I worked closely with our customers, Level 2, and System Admins to identify trends resulting in connection issues and other problems that could impact our customers.

St. Petersburg, Russia

Providing technical support for the following services: • Microsoft Exchange • AD synchronization • Office 365 • ActiveSync • Backup • Email Archiving