Maxim Smirnov

Managed service desk analysts and coordinators across the EMEA region. Trained and mentored members of the global service desk team. Developed internal service desk procedures and to ensure consistent service levels and quick resolutions. Reviewed and approved internal articles in ever-growing knowledgebase. Had ownership and overall responsibility for incident and service request management.

• tiated the use of CRM system to boost the support quality. • Developed scripts to provide Skype calls reports on demand. • Reduced customers waiting time by being as liaison between end-users and technical staff to communicate issues, concerns, and questions. • Accelerated the speed of computers deployment by preparing WDS server.

• Resolved production issues. • Consulted end-users remotely or by phone. • Produced daily performance reports.

• Supported internal staff members in the office and worldwide. • Deployed new workstations and assisted in purchasing new hardware. • Held responsibility for IT infrastructure of the company.

Mechatronics