Anatoly Kohan

Experience

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  IBM

  Sept 2008 - Jun 2020

  - Responsible for on-site installation, maintenance and repair of IBM systems and components, including hardware, networking products, software and operating systems. - Coordination of hardware and/or software support and delivery of operational services as required by the client. - Advise clients of preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair client's IT operation. - Perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products. - Responsible for the technical value relationship to protect revenue base and identify new services opportunities. Show less - Responsible for planning, scheduling, prioritizing and coordinating install, upgrade, repair and maintenance activities and understanding their client requirements so that the listed activities flow properly. Responsibilities include any or all of the following: receiving, reviewing, and coordinating client's requests for break/fix resolution, builds, adds, changes, installs, moves, and removes. Communication both with client and colleagues. - Performing call handling actions / conducts surveys, obtaining facts quickly and competently from a client. Diagnoses any client problems rapidly and provides quick resolution to client questions. This specialization includes both outbound and inbound calls. Show less - Analyzing problem customer situation related to HW / SW maintenance contract, warranty or special bid missing information in IBM internal databases. Communication with Front Office engineers, Sales department, Customer Fulfillment department to analyze complex current contract / warranty status either for HW or SW related issues.- Verifying entitlement, performing problem determination, resolving and closing the problem, or routing the incident record to the appropriate level of support. Using product, technology, industry and/or services skills to identify problems, which may be related to product installation, update, configuration, operations, performance or other aspects of information technology products and services. Guiding the customer, advising on potential resolutions and their implementation. Playing a key role in overall customer satisfaction.- Interacting frequently with customers, vendors and management to ensure high level of customer satisfaction. Show less

  • Wintel Multi-Vendor Support Center of Competency Level 2

    Dec 2017 - Jun 2020

  • POWER Systems Service Representative

    Jun 2011 - Dec 2017

  • R/CIS Resource Management Center specialist

    Jun 2010 - Jul 2011

  • CEEMEA Entitlement Exception Team specialist

    Sept 2009 - Jun 2010

  • CEEMEA Request Receipt Center Team specialist

    Sept 2008 - Aug 2009
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  CROC

  Jun 2020 - now

  Senior Technical Services Engineer

  Unix and open-source service delivery team. IBM Power Systems customer support. AIX, Red Hat system administration. IBM Flashsystem. Private cloud OpenStack based support. Public cloud customer support. DevOps services.