Denis Bogachev

As a leader of a team of 15 Customer Success Managers responsible for managing over 100 major critical customers, I managed service delivery in accordance with ITIL standards to ensure excellent customer service and satisfaction. Using an agile approach, I efficiently implemented changes and improvements to service delivery while maintaining a long-term development plan. I also oversaw the delivery of projects, ensuring cost control and accurate record-keeping, and improved team competence and performance.

I supervised a high-performing team of 25 technical consultants and engineers handling 30k incidents per year on a 24x7x365 basis. I controlled and improved KPIs such as SLA, CSAT, ART, and NPS and drove complex case resolution with HPE Support and 3rd party vendors (Microsoft, VMware, RedHat, SUSE, Cisco, etc).

I supported HPE products such as ProLiant servers, Blades, Synergy, and OneView, as well as operating systems such as Windows Server, HP-UX, SLES, RedHat, and VMware vSphere. As a member of an international team, I provided support for the SimpliVity hyper-converged solution and performed new installations and customer support for legacy systems and new HPE models. I also performed HW upgrades and SW updates as part of proactive services packages for customers.