Vitaly Malakhov Email & Phone Number

Saint Petersburg, Ru

Saint Petersburg, Russian Federation

Nexign is a leading Business Support System (BSS) and Internet of Things (IoT) platform provider that has been delivering pragmatic, value-driven solutions focused on customers’ total cost of ownership since 1992.As communications service providers become digital service providers, Nexign accelerates their transformation through engineering excellence and agile products and services that facilitate revenue-stream diversification.

I headed worldwide customer success department for Odin Automation, which included support of OA Premium and OA Essentials platforms, Technical Account Managers division and APS Developers support.Defined and optimized customer lifecycle, identified opportunities for improvement, drove efficiency enhancement and owned the department financial measurements. Restructured the department to improve operational management and profitability. Managed and launched various projects as part of Customer Success.Achievements: - Accomplished the split of support staff and tools among new independent support organizations during acquisition of Odin Automation brand. Implemented collaboration and communication procedures between the created support organizations.- Prepared fully-fledged plan and then accomplished a transfer of tier 1 support from external vendor to in-house solution. This project reduced operational expenses by over 50% w/o degradation of service quality. - Halved adaptation period for new hires by creating internal education & training programs. Secured stable and rapid growth of engineers’ efficiency against the background of massive headcount increase.- Made TAM service attractive and profitable, by making service offers modular, focusing on value-added services and bringing clarity and transparency.- Dramatically improved OA platform upgrade process using DevOps approach in collaboration with R&D. It resulted that preparation and execution time for OA platform upgrade reduced from 2 month to 2-3 weeks in average.

I headed support of hosting software worldwide and was responsible for providing high quality customer support, including outsource vendors. Developed and executed support department strategies and tactics that were improving customer experience. Drove the business forward in creating stronger relationship with customers. Established close collaboration with R&D, sales and product marketing, developed cooperative procedures.- Drove talent management and created high-effective team that exceeded severe performance goals.- Got the department quality and performance indicators achieved and exceeded industry standards.- Dramatically improved case resolution time by implementing Knowledge-Centered Service (KCS) methodology.

The role implied coordination and control of workflow processes, managing staff of support department worldwide, as well as controlling appropriate hardware and software resources and tools. Increased the efficiency of support service provisioning. Designed and implemented all the aspects of workflow in support department, that improved average resolution time from days to hours.Increased effectiveness and efficiency by driving key and productivity initiatives. Honored with 2012 Chairman Award.

I was driving high-efficient team of technical experts. First I headed tier 2 technical support for Linux products , later merged Linux and Windows tier 2 teams into a single subdivision and managed it.

I provided technical support for hosting and virtualization software (mostly Plesk and Virtuozzo), configuring and resolving problems with services on Linux and FreeBSD, such as network daemons, apache, mail, DNS, SQL and other. I also trained, supervised and coached junior support engineers.

Technical support for dial-up and leased lines.

I had a role of Novell Netware network administrator: deployment, installation of server/workstations and their maintenance. Local store DB programming and maintenance.

Deployment and maintenance of computer lab, local network and workstations.

Education record

Education record

Education record