Dmitry Trukhanov

• Manpower scheduling and loading • Company’s project tracking system written in C#, including rich client, Silverlight client, WCF Services and MS SQL database support and enhancement • For a new Windows and Mail team interviewed 211 people, selected 9 engineers • Improved Engineers’ performance by 127% (calculated in issues per engineer per month) • Reduced issue queue by 70% by implementing new methods of issue handling

• 10 clients, 5 datacenters, 200+ ESXi hosts, 2500+ Windows servers support • Since 2011 successfully resolved 9825 issues • Developed new knowledge base, 1st line engineers escalated 17% less issues to the next line • Adjusted monitoring template to filter 31% of false positive issues • Created 15 additional metrics, which helped to catch non-standard issues early

• 3 offices, 50 users, 10 servers, 7 websites support • Development environment deployment and support • Reduced services costs by 50%, without quality losses • Optimized development and deployment processes, eliminating blocking activities • Developed business continuity strategy, allowing to work from anywhere

• ECM Directum support and customization • Deployed “Communigate PBX” solution, allowing to use centralized management for communications

• Customer support for 30000 company’s Internet users • During high season month answered 500+ calls, which helped to keep department’s KPI on decent level

Automatic information processing and control systems