Serhii Nosov

• Developed architecture and implemented Data Warehouse on the top of MSSQL server with Airflow as ETL pipelines. It uses the anchor model (6th normal form https://www.anchormodeling.com/) with a self-created Python framework.
• Classified with BERT network Zendesk tickets with one/two touches from the Engineering team to automate simple solutions.
• Created custom dashboards and interfaces designed specifically to suit internal reporting needs for business review (performance, CSAT, cloud infrastructure, ...).
• Created Partner Technical Enablement (PTE) project to develop communication with Magento Partners.
• As part of the PTE project created analytics for the quality of the Partner's project. It allows to rank Adobe Commerce Partners from different points of view (number of created tickets, number of outages, health index of cloud projects, ...)

• Implemented and developed operational standards, policies and procedures.
• Switched focus on Data-Driven Decision strategy.
• Develop metrics for Level 2 Customer Engineering Support Team.
  Implement reporting/analytics dashboard for L2/Knowledge Base statistic with PowerBI platform.

Monitored and coordinated workflows to optimize Magento Customer Engineering processes across the World.
Spearheaded innovative approaches to resource allocation and strategic planning.

• Implemented process to run Customer Engineering organization (L2 Support)
• Designed robust tools based on Docker to improve deployment of customer instances for debugging. Significantly decrease response time and improve Customer Experience.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Trained and supported new SW engineers with software, hardware and network standards and use processes.

• Created e-commerce projects based on Magento Framework
• Drafted progress reports for senior leadership, outlining important performance metrics and outstanding individual contributors.
• Recruited technical subject matter experts to plan and monitor software development teams through phases of project completion.

• Developed internal system for billing Internet traffic.
• Detailed reports for corporate cell phone usage.