Mikhail Shornikov Email & Phone Number

Conducting product management of the TFB's flagship product — brokerage bridge "Trade Processor".

- Creation, development and ongoing management of documentation ecosystem for a bridge (core product of the company). The ecosystem includes: • A general product user-guide for users, • Technical documentation for Support teams with focus on information design, • Comprehensive release notes, • Brief guides on specific product topics. - Technical administration of the documentation ecosystem (Confluence, GDocs, Fileshare).- Implementation and management of documentation version control system. - Explanation of complicated, non-trivial software behaviour to the Support and Sales team (with further corresponding updates of documentation). - Interactions with Devs/QA to properly document complicated cases. - Company-wide presentations of new releases of the flagship product to a global team. - Technical deep-dive presentations for Support teams. - Product consultations and coaching for Sales teams.- UX writing of texts in an interface of the product.- Assistance to a Product Manager in BA-tasks to develop new features (requirements collection and analysis, user-flow design, user stories writing). - Proposals on improvement and rework of current features UX to achieve better interactions for a broker-user.- Collection, analysis and actionable addressing of feedback on the documentation and product from Support and Sales teams.- Software localization management (Japanese language).- Interviewed candidates for a position of Junior Technical writer resulting in a successful hire. - Leadership, task coordination, assurance of documentation quality, productive feedback discussions with the junior Technical writer who joined the company in March 2022 and showed apt performance.Achievements:- Eliminated significant documentation technical debt and legacy issues.- Designed from a scratch and implemented a comprehensive documentation ecosystem with focus on accessibility and simplicity while maintaining high speed of documentation development.

- Created whitepaper for a blockchain network covering project vision and current technical implementation.- Created dev-documentation for the network's principal Solitidy smart-contracts (API-functions).(Additional details aren't disclosed due to NDA).

- Account Management and Development of Veeam partner network (managed 300+ accounts in Salesforce) - Identification, qualification, forecasting and indirect closing of partner’s sales opportunities through pipeline management.- Initiated telephone and email contact with potential prospects, including cold calls.- Acquired a solid working knowledge of Veeam Software’s solution offerings with focus on sales benefits. - Provided support to qualified partners including follow-ups, product information and quotations.- Acted as the primary point of contact for my partners and ensured speedy responsiveness to all partner requests.- Maintained information in Salesforce CRM to provide accurate and comprehensive information.Stack:Veeam Backup & Replication basics, Confluence, Salesforce.

- Providing technical support in chats for international B2B customers (financial brokers).- Logs analysis (often using regular expressions) as a key part of troubleshooting.- Working with databases (PostgreSQL, MySQL, SQLite) as a part of troubleshooting.- Explanation of complicated, non-trivial software behavior to customers.- Recreation of customers' conditions on VM environment for issue replication.- Bugs discovery and reporting.- Product installation and configuration at remote servers.- Communication with the Development team for the resolution of high-tier cases.- Documenting of support cases in Jira.Fields of support:- Products of the company: two complex financial systems (Bridge, PAMM), more than 40 smaller plugins and applications; all are integrated with MetaTrader 4/5.- General support related to MetaTrader 4, MetaTrader 5 and MetaTrader APIs.

- Provided technical support via phone for B2B customers from the USA in accordance with the companyservice standard "Worry-Free".- Performed issue diagnosis and troubleshooting while maintaining positive communications with customers on the line.- Educated customers on product functionality, features and benefits in an easy-to-grasp manner.- Clarified customer needs in order to set up a suitable product configuration.- Escalated complicated cases to higher tiers of support gathering needed information.- Documented support cases in a brief, clear and concise manner using ticket-tracking software.- Successfully passed two technical reviews (92%, 85%) for two main product lines at the end of 3-months probation.Fields of support:- Cloud VoIP, IP Phones support, Call Flow Configuration, Auto Attendant Setup, Porting of Numbers.- Shared Exchange, Email Tracking, Email Routing, Spam Filtering, Email Archiving, SMTP Setup, MS Outlook, E-mail clients setup: ActiveSync, POP, IMAP, MAPI.

- Development of the market strategy and corresponding business model of a B2B blockchain startup in collaboration with the CEO.- Customer development to establish product vision for MVP.- Market research and competitive analysis.- Creation of the Whitepaper for fundraising through Initial Coin Offering (ICO).- Marketing support for communications with project investors.

- Created a wide variety of product marketing content (case-studies, pitch decks, one-pagers & etc.) thatcan be shared and utilized across various communication platforms.- Provision of marketing support for Sales teams.- Project management of pre-sales activities tailored to the needs of enterprise clients in close collaboration with Sales.- Writing and project management of RFP/RFI documentation for tenders of enterprise clients.- Executed competitive analysis to identify product advantages and refine competitive sales strategy.- Conducted regular product training meetings for the USA Sales team.- Designed and implemented sales infrastructure for the USA Sales team to streamline and simplify the sales process (quotations, legal agreements, pricing automation).

Business development:- Development of international channel partner distribution network (retail, e-commerce).- Managing partner communications at all steps of the sales cycle from initial contact to post-sales support.- Representation of the company and proactive lead generation at Exhibitions in the USA (CES in Las Vegas, IHS in Chicago).Product marketing:- Сreation of multiple product marketing collaterals including presentations, product photos & videos.- Ideated, wrote and produced all content for the Indiegogo crowdfunding campaign that grossed more than $1M in contributions total.

Bachelor'S Degree, Chemical Engineering

Activities and Societies: ⊳ Winner of the Student Chemistry Olympiad of Mining University (2014, 2015); ⊳ Active participant in Mining.

Engineer'S Degree, Chemistry, 5

Incomplete engineer's degree.