Aleksei Goncharov

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Registration: 19.11.2023

Specialization: Support Specialist

I've been working as a support specialist for more than 7 years mostly in client support field with English, French and Russian speaking clients. However, I have a technical background with engineering experience in ISP. I also currently learn devops engineering and plan to work in this field.

Git Linux Python SQL SAP CRM

Portfolio

Basic oxygen steelmaking

I was on the group of automatisation of a new converter installing network on a factory

Cisco CRM

I was working as a contact centre supervisor and teach agents how to deal with new CRM making changes in the settings to adapt the soft to the real agent work

Updates journal

While I was working in the contact centre I realized that agents missed the company updates, so I started a journal where all updates were fixed and I was presenting the new information to the journal keeping the record whether a certain agent know the information or not

Skills

System administration

SMM

OSI management

Ethernet

VoIP

CCTV

DTV

SAP CRM

Technical Support for B2C, B2B

Onyma CRM

ACP BIS

Jira SD

Manage Engine SD

Host Monitor

Avaya CMS

Cisco CMS

Google Sheets

SQL

MS Excel

MS PowerPoint

MS Visio

Change Management

Project Management

Work experience

User support specialist / User Support Department

since 01.2020 - Till the present day |V Kontakte

Jira, Helpdesk, Confluence, Gitlab, SQL

▪ Solving problems that users have on vk.com website. ▪ Creating Terms of Reference for development team. ▪ Taking measures in cases of network abuse in order to eliminate them.

Technical Support Engineer

06.2018 - 07.2019 |Basis Plus

Ritm Monitoring Security Systems

▪ Provide support to the group of engineers of alarm systems which install equipment in the municipal facilities such as schools or hospitals.

Shift Manager / Service Department

10.2016 - 03.2018 |Rostelecom

Host Monitor, HeidiSQL

▪ Co-ordinated supervisor’s team by developing regulatory documents, steadily implementing new business processes. ▪ Established and verified accuracy of work done between teams by designing statistical reports, controlling for the occupancy of incoming call line, making instructions for stuff trainings, shift scheduling and work division within the department. ▪ Created new team, which worked with messengers and social media queries, including online monitoring for comments about company over the Internet.

Supervisor / Service Department

03.2015 - 10.2016 |Rostelecom

Avaya CMS, Cisco Webex, SAP CRM, MS Visio, Excel VBA

▪ Control for the department staff performance by gathering call center statistics, providing advanced employee trainings. ▪ Control for compliance with workplace discipline, procedures and corporate code of conduct. Management of the daily performance record of the employees, and supervision of the employees’ proficiency level. ▪ The new monitoring system was phased in a brief period by taking the new approach of SAP CRM evaluation, which changed the way we did business.

Educational background

History (Masters Degree)

2007 - 2013

Magnitogorsk State University

IT technician (Bachelor’s Degree)

2004 - 2007

Magnitogorsk Professional Pedagogical College

Languages

RussianNativeTurkishElementarySpanishElementaryFrenchUpper IntermediateEnglishProficient