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Ivan Pashkov

Bis 2017, 2nd Level Support Professional, European Patent Office
Rijswijk, Niederlande

Fähigkeiten und Kenntnisse

Sales
Salesforce
Management
Technical support
Software QA
Business Development
Analytics
IT-Consulting
Quality Assurance
Teamwork
Team Leader
Windows
Networking
Microsoft Certified Professional
French Language
English Language
Russian Language
Communication skills
Training
Coaching
Hiring
Marketing
presentation skills
Support Management
Knowledge Base

Werdegang

Berufserfahrung von Ivan Pashkov

  • 1 Jahr und 6 Monate, Jan. 2016 - Juni 2017

    2nd Level Support Professional

    European Patent Office

    Resolve customer issues with EPO products and services Communicate with EPO customers and employees in English, French and Russian Confluence Knowledge Base article workflow. Analyze, investigate proposed articles, create new articles, translate, copy from existing, obtain necessary approvals and publish Perform quality assurance checks, including the testing and validating of software developed Act as a Team Lead of a remote development team XML support

  • 1 Jahr und 3 Monate, Okt. 2014 - Dez. 2015

    Business Development Manager

    Acronis International GmbH

    Identify IT challenges and needs of E&R institutions by collecting feedback from customers, partners, sales managers, sales engineers, tech. support, CRM Evangelize the vertical across Acronis Partners through partner events, on-site visits, webinars, demos, newsletters Develop and expand relationships with partners Adjust pricing/packaging/bundling by monitoring costs, competition, supply and demand Develop E&R marketing assets and campaigns Manage the sales process from initial contact to closure

  • 1 Jahr, Nov. 2013 - Okt. 2014

    Support Quality Assurance Specialist

    Acronis International GmbH

    nalyze/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter. • Provide structured and timely recommendations; verbal and/or written feedback to Support Agents, Quality Managers, CallCenter leadership • Create, introduce and maintain training assets for CallCenter staff • Analyze client listening programs to identify customer needs and expectations

  • 2 Jahre und 4 Monate, Aug. 2011 - Nov. 2013

    International Support Professional

    Acronis International GmbH

    * Communicate with Acronis customers in English, French and Russian over e-mail, livechat and phone and resolve their technical issues * Work according to the department’s staffing requirements based on volume forecasts, including non-business hours and night shifts * Create, edit, and translate knowledge base articles, troubleshooting guides * Test product’s behavior in complex environments using different virtualization platforms

Ausbildung von Ivan Pashkov

  • 4 Jahre und 10 Monate, Sep. 2006 - Juni 2011

    Translation

    Moscow State Linguistic University

Sprachen

  • Englisch

    Fließend

  • Französisch

    Fließend

  • Russisch

    Muttersprache

  • Niederländisch

    Grundlagen

  • Spanisch

    Gut

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