Experience

• 

  Svyaz-service

  May 2009 - Mar 2010

  System administrator
• 

  Luxoft

  May 2010 - Sept 2011

  Technical support engineer
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  Metkombak

  Sept 2011 - Apr 2012

  Leading it specialist

  Responsibilities:- Helpdesk- Commissioning of new hardware, software and business systems- Phone system administration- Maintenance of communication channels with Central Bank.- Information security- Cash machines maintenanceAchievements:- Created automation scripts to improve communication with the Central Bank. (Some operations needed manual intervention, created scripts to workaround that)- Participated in domain service deployment (based on Novel Net-ware) in the SPb office Show less

• 

  Netwrix corporation

  Apr 2012 - May 2016

  I worked as a technical lead for the group of engineers (9 guys). I:- led a team of engineers providing technical support for the company products (mainly Netwrix Auditor)- worked with important enterprise customers (new installations and support)- provided technical expertise and knowledge for the team members- communicated escalations to further levels (developers, product management)- trained new team members- worked with IT department to maintain VMware ESXI servers for lab environmentAchievements as lead:- Decreased ticket escalation rate to 3%- Successfully deployed Netwrix solutions in several enterprise-size environments. This includes configuration of the environment and fine-tuning of the product, including minor code-level modifications.- Created set syslog-auditing rules (set of regular expressions to parse specific syslog messages)- Wrote several PowerShell scripts that allow automating environment configuration in accordance to auditing requirements.- Developed a training program and successfully trained 5 people to become valuable members of the team- Created internal Knowledge base (wiki based) providing deep technical descriptions of the product, information about known issues and solutions Show less As a support engineer my responsibilities were:- Providing assistance to Netwrix customers through ticketing system (salesforce.com based), phone and remote sessions in English- Troubleshooting of issues with Netwrix products and related 3rd-party software.- Escalating defects and difficult environment-related cases to further levels- Providing customer feedback to Product management- Configuring products and customer environments as part of Professional-services programAchievements as engineer:- Resolved over 95% of cases without escalation.- Based on developed technical skills, ability to work without supervision, resolve difficult cases and communicate with customers was promoted to the Team lead position.- Developed good knowledge of AD and Exchange structure, as well as administration of other systems, which are audited by Netwrix Auditor. Show less

  • Technical support lead

    Oct 2013 - May 2016

  • Tecnical support engineer

    Apr 2012 - Oct 2013
• 

  Jetbrains

  May 2016 - now

  I work as part of IntelliJ IDEA product management team.My responsibilities include the overall user experience with the product, while the primary focus is around the essentials, starting with Build Tools support I work as part of the IntelliJ IDEA Product management team, with a focus on VCS integrations and team tools.My duties are:* Generate and validate hypotheses based on the feedback;* Perform research and analysis* Identify the best strategy for product development;* Communicate with dev team* Define priorities for task, track the implementation* Communicate with product users Support of InelliJ IDEA integration with various VCS (Git, Subversion, CVS, Mercurial, etc)My responsibilities included:1. Assisting customers via various platforms2. Investigating issues, including in-depth analysis 3. Working with the issue tracker4. Providing feedback to the development team5. Fixing minor issues in the product

  • Senior Product Manager

    Aug 2023 - now

  • Product Manager

    Nov 2020 - Aug 2023

  • Support Engineer

    May 2016 - Nov 2020