1989 1994 – Russian Academy of Economy named by G.V.Plekhanov, Moscow
2006 – Manager’s certificate of ITSM
2006 ITIL Foundation
2007 – Internal Audit (ISO20001)
1999-present time ZAO ‘Hewlett-Packard AO’
- District Delivery Manager (Delivery Operations)
Resonsible for all aspects of Value Delivery Operations in Russian regions including:
1. Alignment service geographic delivery expansion strategy with business growth;
2. Regional delivery infrastructure development (direct and partners);
3. Service delivery excellence;
4. Customer satisfaction.
- Value Channel Delivery Manager (Value Service Delivery)
Responsible for customer satisfaction and
Operational management of Support Partners.
Responsible for Support Partner’s certification and education program.
Address the issues where the partner has to improve, agree on actions and results and monitor progress.
Manage Subco costs and productivity.
Participate in RFP, contract negotiations and the final selection of a Partner.
- Transition&Transformation Manager (Solution Service Delivery) – former DealDeliveryMgr
Responsible for the overall Transformation Activity of the Project.
Responsible for ensuring that agreed deliverables are met to time/quality/cost.
Responsible for the Contract Analysis to identify Contract Deliverables and act as a single point of contract for Contract clarification questions.
Responsible for providing resources to support the Project and agreeing that the Transformation solutions are implementable, and operable and will meet the cost of delivery service level objectives and financial reduction plans.
Responsible for managing on ongoing base the support solution delivery activities throughout the life cycle of a specific customer deals.
Ensure consistent delivery performance with defined quality standards concerning all support delivery components involved based on a SoW and contractual obligations defined in SLA's.
- Call Center Manager (Customer Care Center)
Development and deployment of operational processes
Customer Satisfaction Index
- Customer Support Coordinator;
Delivery Admin Country Specialist.
Process design and implementation;
Escalation of any unresolved problems;
Participation in ISE Delivery Admin Group activities;
Customer complaints handling;
Sharing best practices with the team;
Trainings for Subcontractors;
Quality Performance Check.
1996-1999 ZAO ‘Dealine Company’
- Product&Marketing Manager (Monitors)
Market Analysis and forecasting. Business planning.
Sales forecasting. Marketing program implementation.
Contracts and negotiation with suppliers.
- Purchasing Manager (Compaq, Toshiba, HP, ViewSonic, CTX, 3COM, APC, USRobotics)
Stock formation. Purchasing forecasting and planning.
Negotiations with suppliers. Support of contracts.
1993-1996 ZAO ‘ORTA’
- Sales Manager (PCs, Peripherals, Computer Components)
End-user customer sales
Technical assistance providing within selling process
Product demonstrations, customer training and product installation responsibilities
Strategic sales account experience
Work with external partners to deliver solution sales
Computer Skills: MS Office, MS ACCESS, MS Exchange/ Outlook.
Personnel Skills: Friendly, reliable, initiative, team-work oriented, multitasking
Генеральный партнер конференции
Золотой партнер конференции
Серебряный партнер конференции
Бронзовые партнеры конференции
Информационные партнеры SAMday
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