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 • 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 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).• Conduct ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D).• Assist in administration of DMNX and @Remote (Ricoh's remote monitoring software) servers.• Provide Support for the Service Delivery Manager. Show less

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 mistakes on product install.• 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 • 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 mistakes on product install.• 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% 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. • Developed and implemented reporting tools that improved performance analysis of Technical Support Group.• Led cross-functional team with eight specialists for Lean Six Sigma customer’s satisfaction improvement project. Show less

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 materials.• 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 • 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 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 presentation of information to operators at the Main Control Room.• Contributed to the development of CIS software emulator on VAX/VMS computer (DEC).• Assisted in development of metrology model for nuclear reactor control system.