Erlan Talebayev

Experience

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  TexnoProSistem

  Feb 2015 - Oct 2018

  Network Engineer

  - Organizing and executing the connection of new high-revenue clients to the internet provider’s network- Conducting technical analysis and configuring equipment to ensure uninterrupted service provision- Advising clients on equipment installation and configuration- Diagnosing and troubleshooting internet and network equipment issues for existing clients- Performing scheduled and unscheduled technical maintenance and repairs- Registering and tracking repair and maintenance requests- Monitoring the network status and promptly identifying problematic situations- Quickly responding to incidents and issues related to service quality- Collaborating with other technical and operational departments of the company for fast problem resolution- Coordinating actions with other departments such as the network administration team, sales department, and others- When necessary, working with external companies and contractors to resolve technical issues and troubleshoot problems- Maintaining documentation on completed work and technical maintenance- Preparing reports on completed work and the current network status for management- Providing high-quality service and quickly resolving client issues- Gathering feedback from clients and collecting reviews on the provided services Show less

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  OOO "Dlux IT Outsorcing"

  Oct 2018 - Jun 2019

  Project Manager

  - Developing and approving project execution plans- Organizing the project team's work, task allocation, and control over their execution- Assessing the resources needed for project completion and ensuring their availability- Setting up and maintaining the client’s local network- Installing and configuring surveillance cameras- Installing, configuring, and updating software on workstations and servers- Preventive maintenance and servicing of computers, printers, and other office equipment- Ensuring compliance with project deadlines and quality standards- Managing project documentation: plans, reports, completion certificates, and more- Preparing and presenting regular progress reports to management and clients- Maintaining communication with clients at all stages of project implementation- Ensuring the fulfillment of client requirements and expectations within the approved project scope- Resolving disputes and promptly addressing arising issues- Identifying potential risks during project execution and developing measures to mitigate them- Managing project changes in accordance with established procedures Show less

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  OOO "IPLUS"

  Oct 2019 - Apr 2023

  - Monitoring and managing the workflows of all divisions within the technical department- Coordinating with partner companies to provide services and resolve unforeseen situations or disputes- Developing, analyzing, optimizing, and automating business processes within the technical department- Collaborating with and improving business processes in related departments- Tracking the performance of the technical department’s KPIs- Developing and implementing a Knowledge Base for the employees of the technical department- Preparing and maintaining reports for regulatory organizations: Ministry of Statistics, GIS, Ministry of Communications- Resolving incoming requests, including complaints and claims submitted to the Antimonopoly Committee, the Consumer Protection Society, GIS, and the President's Portal- Configuring and setting up network equipment (switches, routers), and assisting with the maintenance of the provider’s communication network- Ensuring the uninterrupted operation of the provider’s central network nodes- Monitoring and ensuring proper online availability of all provider network nodes and equipment- Implementing and commissioning network equipment- Controlling and coordinating the timely execution of requests received from provider clients- Developing, implementing, and optimizing job descriptions for existing and new departments Show less - Ensuring the effective operation of the contact center, including monitoring service quality and response times to customer inquiries- Developing and implementing customer interaction standards to enhance customer satisfaction- Training and developing contact center staff, including conducting regular training sessions and creating a motivation system- Organizing and monitoring the work of service engineers, including planning on-site visits and task allocation- Developing procedures for prompt response to customer requests and troubleshooting issues on-site- Ensuring that work performed meets established quality standards and deadlines- Establishing and maintaining partnerships with external companies for joint service delivery- Analyzing current processes in the contact center and the service engineer department to identify opportunities for improvement- Developing and implementing new approaches and technologies to improve efficiency- Continuously monitoring and adapting processes in response to changing business and market requirements- Establishing clear communication channels and interactions with other company departments to improve collaboration- Organizing interdepartmental meetings and working groups to address common tasks and improve processes- Developing and implementing joint initiatives aimed at raising overall customer service levels- Developing key performance indicators (KPIs) for the contact center and the service engineer department- Regularly monitoring and analyzing KPI performance to identify deviations and address them promptly- Creating and constantly updating a structured and accessible knowledge base to support contact center employees in their work- Implementing and maintaining online monitoring systems for round-the-clock control of network and equipment operations Show less

  • Deputy Technical Director for Organizational Issues

    Jun 2020 - Apr 2023

  • Head of Technical Department

    Oct 2019 - Jun 2020
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  Beeline Uzbekistan

  Jun 2023 - now

  - Identifying, gathering, documenting, and analyzing requirements from business stakeholders- Developing, optimizing, and automating business processes related to the use of the B2B client portal- Defining integration points of the application with existing company systems and external services- Assessing the impact of changes on current processes and proposing solutions to minimize risks- Translating business requirements into clear and detailed functional requirements for the development team- Participating in the creation and approval of technical documentation, including interface specifications and architectural solutions- Ensuring alignment of requirements with customer needs and technology capabilities- Collaborating closely with developers, testers, and other project participants to ensure accurate implementation of requirements- Participating in long-term planning and shaping the product strategy Show less - Organizing the work of the monitoring and reporting department of the Customer Experience and Service Directorate to efficiently allocate resources and specialize employees, aiming to optimize the tasks assigned to the department- Organizing processes for monitoring workload on lines and the performance of call center employees- Organizing activities to improve service quality- Ensuring reporting on qualitative and quantitative performance indicators of call center employees- Organizing initiatives aimed at increasing the automation of services and reporting processes- Acting as Product Owner for presenting the plan and overseeing the implementation of new information systems in the directorate- Acting as Product Owner for optimizing existing systems implemented in the company- Optimizing the functionality of systems to meet the company's needs Show less

  • Business Analyst

    Feb 2024 - now

  • Head of Monitoring and Reporting

    Jun 2023 - Feb 2024