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Alexey Osipov

Alexey Osipov

Engineer of the Telecommunication Department

Followers of Alexey Osipov922 followers
location of Alexey OsipovMoscow, Moscow City, Russia

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  • Timeline

  • About me

    Customer & Product Support, Incident Management & Monitoring. MBA

  • Education

    • Moscow Technical University of Communications and Informatics

      2005 - 2010
      Telecommunications Management

    • Moscow Lyceum of Information Technology No. 1537

      2002 - 2005

    • МОУ "Красногорская средняя школа №1"

      1995 - 2002

    • Higher School of Economics

      2019 - 2021
      Master of Business Administration - MBA

    • Higher School of Economics

      2019 - 2020
      Vocational retraining Information technology and IT-project management

  • Experience

    • CROC

      Jul 2009 - Jun 2011
      Engineer of the Telecommunication Department

      Position: Engineer-intern of videoconference systems.01.2010 - 06.2010. Technical Support Engineer.07.2010 – 06.2011. Engineer of the Telecommunication Department, Field Engineer.Responsibilities: technical support of video conference and audiovisual systems, research of equipment failures, solving different technical problems, troubleshooting. Alignment and optimization of internal and external business processes of the service center in the provision of services.

    • Polycom

      Jun 2011 - Jan 2019

      Provide support to Polycom’s EMEA customers, ensuring a high degree of customer satisfaction is maintained in all Polycom products and post-sales support services.Take a pro-active role in ensuring we maintain a European center of excellence for all supported products.Use formal escalation process and troubleshooting methodologies to ensure effective and efficient handling of Implementation and Day 2 Support incidents.To undertake specific project work, as directed by the EMEA Technical Support Manager.Develop and present relevant technical bulletins and operational procedures. Contribute content for our Knowledge Base.Ability to multi-task between several customer escalations.Gather systems log files and configuration data for analysis to determine root cause of problems and create solutions.Replicate reported issues in the lab, testing for workarounds and/or resolution.Maintain accurate documentation of all actions required to resolve issues in the support database.Provide written problem analysis on cases escalated to R&D for resolution. Act as liaison between Customer and Engineering, Product Marketing and Sales departments, providing status updates and action plans as necessary. Show less

      • EMEA Technical Support Engineer

        Jan 2012 - Jan 2019

      • Technical Support Technician

        Jun 2011 - Jan 2012

    • Sova Capital

      Feb 2019 - Jun 2019
      Head of Client IT Help Desk, IT DMA Support

      Organization and control of customer support and business users under service contracts with ARQA Technologies, Thompson Reuters, MOEX, LSE.- Participation in the preparation of specifications, elaboration of the TOR, interaction with the developers of trading systems, technical experts of the exchanges in regards of optimization, introduction of new functionality and services, integration with other components of the infrastructure.- Coordination of tasks for checking and testing new software settings of trading systems, installations and coordinating their timely updates.- Training and motivation of employees.- Planning and organization of work units.- Maintain new projects.- Knowledge base. Show less

    • Renaissance Capital

      Jun 2019 - Jul 2020
      Application Support Specialist

      Trading systems support engineer. Duties assume support, maintain and configure several trading systems as well as communication with people(traders, software engineers, vendors, exchanges and brokers support teams). Developing Python & C# automation tools and small applications. Trying to apply my interest in DS & ML to regular duties like logs analyzing and graphic representation of it.

    • Gett

      Jul 2020 - Nov 2021
      SLM & Incident Management, Product Support,Monitoring within R&D at Gett Delivery

      Building support process and procedures, proactive monitoring and incident management for Gett Delivery product from scratch. Business processes automation and optimisation to improve efficiency of the Support divisions

    • NoCodeWizards

      Aug 2021 - now
      Founder

      NoCodeWizards are your assistants for building efficient automated workflows by connecting and integrating all services you use. From messengers, emails, socials and spreadsheets to CRM, CMS, marketing, task trackers and support systems. Concentrate on strengthening your position and growing your business, and leave all the rest for automation.

    • Deutsche Bank

      Nov 2021 - Mar 2023
      SL2/SL3 Support Lead

    • Conundrum

      Jul 2022 - now
      Head of Product & Customer Support

      Industrial AI for Metals & Mining

  • Licenses & Certifications

  • Volunteer Experience

    • Volunteer

      Issued by Thórsmörk Trail Volunteers - Trailteam.is (Iceland Forest Service) on Aug 2017
      Thórsmörk Trail Volunteers - Trailteam.is (Iceland Forest Service)Associated with Alexey Osipov