Evgeny Zakopaylo
Angestellt, Head of Customer Support Division, NetCracker Technology
Frankfurt am Main, Deutschland
Über mich
Customer-focused service manager with over 12 years of experience in software solutions delivery and building operations and support processes for BSS and OSS systems, who sees inside exact root cause of issues and provides most optimal solutions: • Established and controlled technical support for B2B/B2C clients during massive digital transformation programs with over 20 Mio budgets. Implemented automatic triage procedures to optimize incident management teams’ work. • Developed and maintained SLA/KPIs based on clients’ expectations. • Ensured multi-year contracts for support services with over 2 Mio annual revenue. • Preserved product knowledge and built efficient onboarding programs for new resources to answer growing industry demands.
Werdegang
Berufserfahrung von Evgeny Zakopaylo
Bis heute 4 Jahre und 5 Monate, seit Jan. 2020
Head of Customer Support Division
NetCracker Technology
Brief responsibilities and achievments: - Established and onboarded technical support team with 30+ employees in the EU (Sofia) - Ensured opportunities of support services in the region together with the sales team - Project: Vodafone Hungary – Technical Service Manager role. Launched Managed Services for a business transformation project with the migration of 4.5 Mio subscribers - Project: Telecom Italia – Account Support Manager role - Project: Telefonica Spain – Account Support Manager role
4 Jahre, Jan. 2017 - Dez. 2020
Regional Customer Support Manager
NetCracker Technology
- Managed local technical support division - Evaluated efforts for support projects, negotiated service conditions with customers, presented POC’s - M-net (Munich) – Technical Service Manager role. Eliminated a current backlog, restored credibility, improved business functions - Bechtle (Frankfurt) – rolled out a green-field cloud-based solution for xaaS products into production. Built complete Support and Operations process
3 Jahre, Jan. 2014 - Dez. 2016
Technical Service Manager
NetCracker Technology
Project Altice (New York) – managed L2 and L3 support, distributed incoming tasks, investigated incoming issues and provided instant solutions, implemented complex SQL reports and data fixes, supported deployments. Introduced business KPI’s for service fulfillment, evaluated efforts for change requests and designed new features, documented user guides
4 Jahre, Jan. 2010 - Dez. 2013
QA Lead
NetCracker Technology
Managed QA teams during different testing phases for various projects in Belgium, Japan, and other countries. Conducted UAT, JIT, SVT both onsite and offsite, provided reporting to management, and ensured reaching milestones. Documented test plans and test books, managed testing environments, deployed updates, and configured auto-tests.
Ausbildung von Evgeny Zakopaylo
5 Jahre, Aug. 2005 - Juli 2010
Computer Science
Samara State Technical University
Sprachen
Russisch
Muttersprache
Englisch
Fließend
Deutsch
Gut