Eugene Anufriev

Experience

• 

  Research Laboratory of Radio Control and Electromagnetic Compatibility at (SPb GUT)

  Jun 2013 - Jul 2014

  System Administrator

  • Proxmox server configuration and administration• pfSense configuration and administration• Zentyal server configuration and administration• Mail, FTP, web, file, syslog servers configuration and administration• Servers, workstations and office equipment maintenance

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  Selectel

  Jul 2014 - Dec 2015

  Datacenter Systems Engineer

  • Datacenter maintenance and monitoring• Servers and network devices installation and initial configuration• Troubleshooting and resolving issues with hardware and network problems at the physical level• Optical devices maintenance• Installation and basic configuration of different operating systems (*nix, *BSD, Windows, etc.) • Troubleshooting and administration of different operating systems (*nix, *BSD, Windows, etc.) • Technical support (via ticket-system, e-mail, phone, live-chat) Show less

• 

  Veeam Software

  Dec 2015 - Jul 2023

  • Application and Infrastructure support for Veeam Cloud Connect Software• Provide process planning and setup support for Service Providers providing Cloud storage for tenants and tenants integrating with Service Providers for off-site backups• Assist with Disaster Recovery scenarios including offsite data recovery, offsite fail-overs, tenant backup job failures, locating network outages, and more• Provide routine software analysis by proving pre-release testing for major software releases to provide hot-fixes, patches, and updates for found bugs in new and current builds of the Veeam Cloud Connect software • Utilize SQL to locate and/or troubleshoot database related issues between Veeam Cloud Connect and Veeam Backup & Replication• Complex case analysis• Software debugging and close work with QA and developers team in order to find the root cause and solve an issue• Mentoring and training for newcomers in EMEA Cloud Connect team and other regions Show less • Leading a team of 10+ engineers• Developing and constantly improving KPI systems for various team positions• Leading and taking part in developing and maintaining educational course for supported feature• Monitoring and keeping KPIs on a desirable level• Adjusting everyday workflow to better meet business needs• Communicating with customers to resolve most outstanding issues, demands• Managing customer complaints and feedback;• Communicating with QA and development team on common goals• Developing, documenting and improving existing internal documentation• Accumulating and analyzing team statistic for improvement opportunities• Creating and maintaining comfortable and transparent working conditions for the team• Interviewing and hiring new team members, internally and externally• Ensuring integration of newcomers to the team Show less •Handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support for English speaking customers, diagnosing problems and determining the need for escalation.• Maintaining strong customer rapport and timely communication.• Documenting all customer interactions (emails, calls, etc.) accurately and within SLA in a CRM tool (Salesforce, OTRS).• Ensuring proper and consistent communication of issue status to customers, sales representatives and senior engineers.• Performing troubleshooting and analysis, including log file investigation, conducting remote sessions. Show less

  • Manager, Veeam Cloud & Service Providers Support

    Jul 2021 - Jul 2023

  • Veeam Cloud Engineer

    Jul 2016 - Jul 2023

  • Team Leader, Veeam Cloud & Service Providers Support

    Jul 2018 - Jul 2021

  • Customer Care Representative

    Dec 2015 - Jul 2016