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Registration: 19.11.2023

Aleksei Goncharov

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

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

Work experience

Support specialist
since 01.2020 - Till the present day |vk.com
Support team
Dealing with all questions users of the platform have
Engineer
06.2018 - 07.2019 |Basis Plus
Support Team
Provide support to the group of engineers of alarm systems which install equipment in the municipal facilities such as schools or hospitals.
Shift Manager
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.
Contact centre supervisor
03.2015 - 10.2016 |rt.ru
Support team
Supervision of a group of agents who answering on calls, messages and letters of users of ISP

Educational background

History (Masters Degree)
2007 - 2013
Magnitogorsk State University
IT technician (Bachelor’s Degree)
2004 - 2007
Magnitogorsk Professional Pedagogical College

Languages

RussianNativeTurkishElementarySpanishElementaryFrenchUpper IntermediateEnglishProficient