Eugene Kalashnikov

Eugene Kalashnikov Birth date: Mobile: E-mail: Skype: June 11 1988 --kalashnikovevg *** Profile *** I have a proven ability of solving and prioritizing customers’ technical issues. Qualified to industry standards, I enjoy closely following the latest changes in technology and apply this to my duties wherever relevant. After about 7 years in Support role, I've got clear understanding of "How to deliver happiness to customers" and general steps for success are very easy and apparent. These principles are described in "Exceptional Service, Exceptional Profit" book: - Perfect product; - Perfect service; - Timely manner; - Perfect support. Main ideas of the book are applicable to the offline business, but they can be easily mapped to any case because it does not matter where your customer is located in front of you, or the opposite side of the planet! High-quality and timely service is always appreciated. I am working at international IT company (ODIN [former Parallels/SWSoft]), and every day do my best to improve service and increase customer loyalty. There are main concepts I respect and follow: 1. The fastest response; 2. The most informative answer (goal is first reply resolution); 3. Proactivity (if I see that something is broken – I won’t wait when customer report it and prefer to fix it before); 4. Knowledge sharing (every incident should be documented as new article if it's a new issue, and if such article already exists - it should be referred to the ticket... it is very helpful methodology named KCS). During my work here realized the main idea of Customer Support – to have a customer happy and satisfied by your service - it always leads to customer loyalty and positive feedback. Even the most reliable software becomes broken sometimes - in this case, professional and careful service, delivered in a timely manner is highly appreciated. I believe that resolving an issue "like a boss" – might be even better than you never had such problem ;) *** Employment History *** ---> Odin (Parallels) – DEDICATED TECHNICAL SUPPORT ENGINEER ---> June 2010 - August 2015 Being a Dedicated Engineer position, I was assigned to a huge customer (hosting company in Germany) and I was supposed to cover the whole volume of their issues/questions. Within my role, I’ve interacted with a remote team (Technical department on the customer side) and various local teams inside Odin (R&D, License department, QA). Duties: • Owning all major incidents and requests and driving them flawlessly; • Providing guidance and references to customer’s technical teams to ensure that Odin best practices are followed where required; • Problem management – trends analysis and rapports delivery to Developers teams; • Assisting with implementation of new solutions, deployment of packages, hotfixes and upgrades planning; • Tracking and prioritizing of feature requests and hotfixes; • Handling tickets via Request Tracker system and keeping KPI; • Responding to personal e-mails in a timely manner; • Customizing Odin(Parallels) software according to customer needs; • Account manager activities(escalation 1st line tickets from customer, resolving some technical issues out of tickets scope, notifying a customer about the necessity to perform upgrades, force escalating bugs to development in order to reduce resolution time, etc.) Almost all communications with customers via Tickets, email, and Skype. Dedicated part of my job was about 70% of the working time, in the remaining time I processed tickets from other customers. ---> Odin (Parallels) – APS DEVELOPERS SUPPORT ENGINEER ---> August 2015 – Present After about 5 years in classical technical support, I have decided to expand the area of my interests and to try working with new technologies. I have started to learn new products (Odin Service Automation) and new technology (APS standard- apsstandard.org) related to it. After several months of self-learning, I successfully passed an internal certification exam and was promoted to the APS support team. Duties: Some of my duties are the same as they were in my previous position, but there are several completely new types of tasks: • Technical assistance for developers who create applications based on APS standard(troubleshoot customers’ application with help of various Log files and browser Dev Console); • Managing sandboxes (test servers based on CentOS + Virtuozzo virtualization software); • Certifying a package against certification criteria (simplified manual QA process). *** Skills Summary *** • Windows Server 2003/2008 – intermediate user • • • • • • • • Centos, Ubuntu(server editions) – upper intermediate user Web Servers - Apache, Nginx Networking - Telnet, FTP, DNS, DHCP, ifconfig, netstat Admin Tools - top, traceroute, ping, bash Backup - tar, cpio Databases – MySQL (making simple queries, backup, restore) Plesk and Virtuozzo and PCS6 – can install, use, troubleshoot and fix Writing simple Bash scripts for routine automation purposes *** Education *** • 2005 – 2011 Siberian State University of Telecommunications and Information Sciences Degree: Master’s Degree in the field of Radio Engineering. • 2007 – 2011 Siberian State University of Telecommunications and Information Sciences Degree: Specialist Degree in the field of Management