Evgenii Eliakov

Responsibilities:

- Handled user requests and operational support inquiries across multiple products.
- Localized issues using logging, monitoring, and crash analytics tools.
- Monitored alert channels and proactively reacted to service incidents.
- Escalated problems to product teams and ensured timely involvement of responsible engineers.
- Fixed issues when tools and internal permissions allowed.
- Collaborated with external vendors and partners during incident resolution.
- Communicated across teams within the incident-management process.
- Supported operational processes and resolved daily workflow requests.
- Mentored new team members and supported their onboarding.

Achievements:

- Ranked Top 1 in completed tasks within the team.
- Consistently met all SLA targets and quality metrics.
- Assisted Data and Backend teams as a QA engineer by analyzing incidents and validating fixes.
- Developed and maintained Airflow DAGs and monitored their execution.
- Acted as an administrator for multiple internal services and managed their access records.
- Worked with ETL processes and contributed to data-pipeline stability.
- Successfully mentored a new employee who completed the probation period with excellent results.
- Improved and optimized numerous internal processes, increasing support efficiency.
- Effectively use AI tools to automate routine tasks

Responsibilities:

- Provided customer support via phone, in-person meetings, and written communication.
- Participated in internal development projects, contributing insights from the support perspective.
- Ensured consistent SLA compliance and timely resolution of user issues.
- Diagnosed and resolved user problems in a professional and efficient manner.
- Maintained documentation on incidents, solutions, and workflows.
- Investigated issues using SQL and analyzed data in company databases.
- Reproduced reported problems and escalated them to the development team with clear steps to reproduce.
- Handled simple technical issues independently before escalation.

Achievements:

- Improved customer loyalty and strengthened trust in the support department.
- Participated in hackathons and development projects as a QA representative.
- Successfully delivered assigned tasks and consistently met performance expectations.
- Maintained detailed incident documentation, improving cross-team visibility.
- Created test cases for incident scenarios, enhancing the quality of bug reporting and validation

Responsibilities:

- Provided phone and written support for the company’s accounting software, assisting clients with product-related issues.
- Diagnosed and resolved user problems in a timely and professional manner.
- Maintained detailed documentation on issues, reproduction steps, and resolutions.
- Reproduced complex problems and escalated them to the development team when needed.
- Investigated issues using SQL queries and performed data analysis across multiple databases.
- Monitored task progress and ensured timely completion across teams.

Achievements:

- Achieved the best SLA performance within the team for several months.
- Maintained and expanded the team’s internal documentation, improving process transparency.
- Participated in the “Unified Card of St. Petersburg Resident” municipal project.
- Contributed to the development of the company’s electronic document management system (EDMS).
- Consistently fulfilled responsibilities and maintained a high level of support quality.

Responsibilities:

- Monitored service dashboards and promptly reacted to emerging incidents.
- Escalated incidents to the development team with clear and structured technical details.
- Tracked task progress and ensured timely resolution across involved teams.
- Communicated service issues to users in a timely and transparent manner.
- Created and maintained incident documentation, including descriptions and resolution history.

Achievements:

- Ensured timely incident escalation to developers, preventing critical service outages.
- Consistently brought tasks to completion, improving workflow efficiency.
- Increased team SLA performance by 15% through faster reaction and structured processes.
- Improved cross-team collaboration and strengthened trust in the support team.

Responsibilities:

- Managed and resolved user incidents via phone support, ensuring clear communication and high service quality.
- Created, documented, and maintained incident records, including root-cause details and resolution steps.
- Monitored incident lifecycle and ensured timely resolution according to SLA standards.
- Escalated complex cases and coordinated follow-ups across teams.
- Strengthened customer trust and loyalty through a customer-centric support approach.

Achievements:

- Built the core knowledge base for the department, improving resolution speed for recurring issues.
- Provided dedicated support to VIP and business clients, consistently maintaining high satisfaction levels.
- Contributed to a positive team environment and supported internal initiatives that boosted team morale.
- Consistently achieved SLA targets and exceeded key performance metrics.