Position: Team Lead of Technical Support
Category: Other
English level: upper
Years of experience: 6

- Managing the support team
- Implementation SWARM support model
- Helping with migrations on a two different CRM systems
- Managing the load and tasks distribution within a team
- Hiring and managing technical support/field integration team
- Providing services to agreed SLA ’OLA’s as far as contributing to a process of their creation
andimplementation
- Aligning the department around the objectives and goals set
- Developing workflow funnels, regulation documents, workscripts
- Monitoring, analyzing and improving operational performance of the Team/Department
- Managing the escalations and providing technical consultation to the team, especially critical
issuesthat impact customer’s business
- Working with R&D and Product teams to meet customer requirements and improve the product
- Taking part in the creation and maintenance of knowledge-base
Experience
DevX Team Lead of Technical Support 

- Managing the support team
- Implementation SWARM support model
- Helping with migrations on a two different CRM systems
- Managing the load and tasks distribution within a team
- Hiring and managing technical support/field integration team
- Providing services to agreed SLA ’OLA’s as far as contributing to a process of their creation
andimplementation
- Aligning the department around the objectives and goals set
- Developing workflow funnels, regulation documents, workscripts
- Monitoring, analyzing and improving operational performance of the Team/Department
- Managing the escalations and providing technical consultation to the team, especially critical
issuesthat impact customer’s business
- Working with R&D and Product teams to meet customer requirements and improve the product
- Taking part in the creation and maintenance of knowledge-base
Technical Solution Engineer

- Investigating technical problems and diagnosing root causes in Linux and Windows servers.
- Managing critical issues that impact customer’s business
- Helping with technical issues troubleshooting and resolution
- Demonstrating the product and offering creative solution
- Coaching newcomers
- Collaboration with R&D and product teams to meet customers expectations and improve the product
- Documenting system events and team actions with Salesforce, Jira, Confluence
- Working with Linux shell, RestAPI, Web applications troubleshooting, application
installations,identifying process improvements, debugging, comprehending technical documents
Support Engineer

- Providing technical support of AWS based applications
Denys Budantsev - page 1
- Logs and behavior analysis, making time-sensitive critical decisions
- Participation in deployment and testing processes
- Performing day-to-day production issues troubleshooting and resolution by involving multiple teams
- Close cooperation with Development and DevOps teams
- Contributing to technical and processes documentation
Technical Support Engineer L2

Assisted and troubleshooted customer’s issues with various problems of complexity in the field
of IPtelephony. Collaborated with the team to quickly resolve customer complaints through
appropriateaction and to find the best solution in a particular case.