Mikhail Frolov Email & Phone Number

Mississauga, ON

• Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications in accordance with Ricoh Managed Document Services (MDS) delivery standards.
• Assist in the design, development and documentation of MDS processes and procedures.
• Perform fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting, vendor's billing.
• Excellent in Service Level Agreement… Show more
• Excellent in Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs.
• Perform management of incoming incident tickets in Customer's service ticketing system (Remedy).

Toronto, Ontario

• Delivered 2-nd level software support for Xerox Field Analysts on workflow solutions: Print Servers, Job Management, Variable Data and Cross Media Publishing. Evaluated presale workflow solutions to avoid costly.
• Resolved numerous customer’s issues by troubleshooting IPDS, PostScript and PCL print data streams on z/OS, Solaris, MS Windows and OS/400. Achieved and exceeded 90% customer’s satisfaction level.
• Won Eagles Club Award for solving up to 90%… Show more
• Won Eagles Club Award for solving up to 90% field problems without escalating the cases to 3-rd level support.
• Conducted routine maintenance for lab equipment including IBM z890 mainframe, IBM AS/400, Microsoft Servers 2003 and Xerox FreeFlow Print Servers.
• Administered case escalating software based on Oracle 11g and z/OS. Delivered training and support for Technical Support Group.

Regina, Saskatchewan

• Provided field technical support for Xerox office and production equipment. Championed “work safely” program by promoting and following electrical, laser safety procedures and special technique in handling hazardous.
• Won Eagles Club Award by regularly meeting and exceeding target metrics on customer’s satisfaction, parts management and budget control.
• Generated over 20 unique technical solutions per year. Won Xerox Applause Program Award as a champion in innovations.

Moscow, Russian Federation

• Demonstrated strong leadership abilities by managing a team of technical specialists. Reduced service costs by solving 30% service calls remotely without need to send service engineer onsite.

Moscow, Russian Federation

• Provided technical support of printers, fax & multifunctional devices. Designed solutions for complicated hardware & software problems.
• Monitored training and qualification requirements for service engineers and provided advice, guidance and direction as required. Performed all training activities with due regard to safety, cost and the environment.
• Developed service project outlining business collaboration with Xerox authorized service partners. Participated in project… Show more
• Developed service project outlining business collaboration with Xerox authorized service partners. Participated in project implementation in Russia and Middle East countries. Show less

Moscow, Russian Federation

• Performed a variety of analysis, programming, testing, customer training and implementation activities in OS/32 (Perkin-Elmer 3240).
• Supported geophysical data processing software on Perkin-Elmer 3240 and IBM RS/6000.

Moscow, Russian Federation

• Actively participated in the project “Computer Information System (CIS) for pressurized water reactors VVER-1000”. The system provides data acquisition from process point sensors, data processing, storage and.
• Contributed to the development of CIS software emulator on VAX/VMS computer (DEC).
• Assisted in development of metrology model for nuclear reactor control system.