Liliia Ersch

My responsibilities: • Analyzing Design/approach/methodology of the product to be held • SDLC maintenance form the scratch • Customer relations from Specs to final Product/Project delivery • Organizing Team work from writing Acceptance criteria to Verification of work done and structuring QA process

Responsibilities: -Full Cycle of software delivery in Waterfall/Agile environment -Resource planning -Multiple projects (up to 4) -Communication with stakeholders -Day to day collaboration with customer's side Managers. -Risk Management -Coping with all teams: Support and QA, development, PMs and organizing their work through all process of successful release delivery

My responsibilities: • Scrum process implementation; • Release process management; • Working with JIRA as a scrum master; • Day to day managing the team (10 people); • Collaborating with the top-management / customer; • Being a leader in major organizational and technical processes; • Communication with QA and R&D team leads; • Communication with internal stakeholders (CEO, CTO, team leads); • Communication with external stakeholders (customers, PMs of the integrating teams)

Responsibilities: - providing technical support to the engineers from customer's side - maintenance of the hardware/software - adding tech articles to the KB - providing customer support for users of video servers products

Administrating Service Desk system (OTRS) ; • Working with the Database ( SQL queries); • Internal technical Support of the company; • Internal support of the software; • Sharepoint maintenance; • Updating Knowledge-base; • Diagnosing and resolving, software problems as a first and second line of contact;

-Maintain technical correspondence with customers in English / Russian languages by e-mail, ticket-system, live-chat(powered on Kayako), phone/skype - Advising clients on how to use configuration software product purchases. - problems diagnosing and their solutions, tracking "bugs", creating bug reports - Software Testing

English language, Literature