Evgeny Zakopaylo

Brief responsibilities and achievments: - Established and onboarded technical support team with 30+ employees in the EU (Sofia) - Ensured opportunities of support services in the region together with the sales team - Project: Vodafone Hungary – Technical Service Manager role. Launched Managed Services for a business transformation project with the migration of 4.5 Mio subscribers - Project: Telecom Italia – Account Support Manager role - Project: Telefonica Spain – Account Support Manager role

- Managed local technical support division - Evaluated efforts for support projects, negotiated service conditions with customers, presented POC’s - M-net (Munich) – Technical Service Manager role. Eliminated a current backlog, restored credibility, improved business functions - Bechtle (Frankfurt) – rolled out a green-field cloud-based solution for xaaS products into production. Built complete Support and Operations process

Project Altice (New York) – managed L2 and L3 support, distributed incoming tasks, investigated incoming issues and provided instant solutions, implemented complex SQL reports and data fixes, supported deployments. Introduced business KPI’s for service fulfillment, evaluated efforts for change requests and designed new features, documented user guides

Managed QA teams during different testing phases for various projects in Belgium, Japan, and other countries. Conducted UAT, JIT, SVT both onsite and offsite, provided reporting to management, and ensured reaching milestones. Documented test plans and test books, managed testing environments, deployed updates, and configured auto-tests.