Dmitry Skotsky

senior

Registration: 05.04.2022

Specialization: Technical Account Manager / Support Engineer

Project Management SAS Support Active Directory Team Lead

Portfolio

Devexperts

2nd level support for enterprise business software (24x7 financial trading platforms) including but not limited to: - Communication with customers via e-mail, phone or messenger. - Assistance for customers as software vendor expert. - 24x7 monitoring of high-availability trading platforms core. - Incidents troubleshooting (logs, gui, core dumps etc) and resolution. - Incidents processing and tracking (JIRA, SVN). - Working with knowledge base (Confluence). - Escalation and effective work with appropriate teams (Q&A, R&D, PMO). - Participation in platform updates and delivery at any stage.

Devexperts

Support team management and supervision (7 people) including but not limited to: - Conference calls and meetings with customers and internal teams (R&D, Q&A, PMO). - Incidents management and tracking. - Involvement to problems investigation in case of urgent cases. - Internal documentation management (Confluence). - Escalation and reporting to management level. - New employees hiring and coaching.

Skills

Troubleshooting

Customer Satisfaction

Agile Project Management

Work experience

Principal Technical Support Project Manager

since 10.2019 - Till the present day |

- Responsible person for several Premium Support projects (services delivery). - Manage whole service delivery process (pre-sale activity, presentations, agreement paper work, contracts/legal support, project documentation, budget, risks and resource planning, reporting and post-sale regular meetings on customer side). - Serve as an advocate and escalation point for the customer, acting as a liaison between all SAS divisions in terms of Premium Support. - Take participation as high-skilled technical support consultant in case of high priority. - Proactively communicate carefully and effectively with customer and experts across SAS during the problem resolution process. - Establish and maintain a strategic partnership with the client.

Principal Technical Support Engineer

06.2012 - 09.2019 |

- Provide remote/on-site technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions. - Apply expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex business domain and/or technical problems and business critical issues that involve multiple areas of the SAS system. - Escalation and direct work with global teams, R&D, product owners to speed up problem resolution. - Provide guidance and input to colleagues on how to handle issues and escalations. - Take participation In new employees hiring and coaching process.

Support Team Lead

04.2010 - 03.2011 |Devexperts

Support Engineer

08.2007 - 03.2010 |Devexperts

Educational background

Faculty of Information Technology and Programming

Till 2009

Saint Petersburg National Research University of Information Technology, Mechanics and Optics

SAS Certified Platform Administrator for SAS 9

Till 2015

SAS, License 291738053

SAS Grid Manager Administration

Till 2018

SAS

English - Upper-Intermediate level

Till 2018

NISE

Languages

EnglishUpper Intermediate