Igor Sorokin

- Creating and updating the project artifacts (project plan, RAID log) - Controlling and monitoring the project progress and schedule - Solving the project and technical issues - Communication with the stakeholders and gathering their requirements - Customer consulting, support and configuration of Ellucian Quercus student information system - Customer consulting, support and configuration of Cornerstone applicant (ATS, LMS, performance) - Working on product documentation

- Building support department in growing software development company (support of the websites in close collaboration with R&D) - Collecting and analyzing customer feedback on the product and creating feature requests, working with product, development and QA teams Achievements: • Introduced and revised the department workflow procedures, internal knowledge base, release notes and documentation workflow • Onboarded and educated the team members, several of which were promoted to other departments

- Customer support via phone (mobile devices and software) Achievements: • Excellent KPI resulting in getting into top performing advisors list during during the second month of work

- Building the support department - Analyzing feedback on the product, creating feature requests - Product development planning, prioritizing features - Onboarding and training Achievements: • Introduced two-tier support, support chat, phone support, customer support levels • Implemented new ticket system (Zoho Desk) • Passed certifications: AWS Certified Solutions Architect – Associate Level, AWS Certified SysOps Administrator – Associate Level, AWS Certified Developer - Associate Level

• Technical support • User administration. Exchange connectivity setup. • Applications testing Software: CQG Trader, QUIK Trader, GL (Valdi Trader, GL WinWay Enterprise, GL Selector), direct access to MOEX (FIX, MOEX API, Plaza II) and LSE, Bloomberg, Ullink. Achievements: • Conducted UAT validation and production setup of multiple key local and international customers • Developed and enhanced the department's job procedures • Trained several support specialists