Aleksei Goncharov

← В ленту

Регистрация: 19.11.2023

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Специализация: Support Specialist

SAP CRM SQL Linux Python Git

Портфолио

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

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

Basic oxygen steelmaking

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

Скиллы

ACP BIS

Avaya CMS

CCTV

Change Management

Cisco CMS

DTV

Ethernet

Google Sheets

Host Monitor

Jira SD

Manage Engine SD

MS Excel

MS PowerPoint

MS Visio

Onyma CRM

OSI management

Project Management

SAP CRM

SMM

SQL

System administration

Technical Support for B2C, B2B

VoIP

Опыт работы

User support specialist / User Support Department

с 01.2020 - По настоящий момент |V Kontakte

▪ 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

▪ 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

▪ 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

▪ 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.

Образование

History (Магистр)

2007 - 2013

Magnitogorsk State University

IT technician (Бакалавр)

2004 - 2007

Magnitogorsk Professional Pedagogical College

Языки

АнглийскийСвободно владеюФранцузскийВыше среднегоИспанскийБазовыйТурецкийБазовыйРусскийРодной