L2 Support FrontEnd engineer (Qvantel part for Georgian mobile operator Mobitel).

Basically resolving problems with billing and MNP (mobile number portability)-processes.

For two months, the process of loading Logical Inventory was optimized, which excluded the sale of msisdn's, which migrate. The database of the mobile operator and the base of the central regulator was synchronized.

Engaged in analysis of key source of user support issues.

• Provided qualified training to internal staff
• Improved interaction and communication between different departments in the company, which reduced processing time for internal requests by 30%
• Monitored the fulfilment of KPIs (customer satisfaction, SLA ticket response time)
• Improved the quality of user manuals

Work in the teams:

Legacy

• Installation, configuration, maintenance of desktop CRM-systems Terrasoft 3.X
• Configuration of database replication
• Configuration of integration with Oktell telephony
• Configuration of integration with MS Office products

Platform R&D

• Installation, configuration, maintenance of web CRM-systems bpm'online
• User license management and distribution
• Configuration of LDAP authorization
• Application performance monitoring and optimization (using Zabbix)
• Assurance of security for data transmission using https

Call Center&Mobile

• Configuration of bpm'online integration with telephony (software and hardware ATX - Asterisk, Oktell, Webitel, Avaya, Infinity, Cisco)
• Mobile application support (bpm'online Mobile)

Projects:

"Ukrainian Railways"

• Manufacturing, installation, configuration of cash register equipment and access control systems (turnstiles) at all branches of the "Ukrainian Railways"
• Manufacturing, programming and configuration of mobile cash registers
• Installation and support of the reporting system on passenger traffic

"Kherson City Council"

• Installation of SCS (structured cabling system)

"Computing Center of the "Odessa Railways"

• Installation of SCS

"KrymAvtoTrans"

• Installation and configuration of online ticket selling and reporting system for bus transportation
• Reservation of terrestrial communication channels with wireless channels (installation and configuration of base stations and antennae)