Arthur

Arthur Yermakov
Technical Support Manager | Cybersecurity Operations Specialist
PROFESSIONAL SUMMARY
Accomplished Technical Team Manager, L2 Technical Support Specialist, and Cybersecurity Expert with over 7 years of experience in IT infrastructure management, NOC operations, technical support, EV charging infrastructure, and security. Proven track record of leading multidisciplinary teams (up to 12 specialists) to deliver 24/7 support, technical operations, and security monitoring. Experienced in remote configuration, troubleshooting, and operational support of EV charging stations, assisting customers with charging sessions, diagnosing connectivity and hardware/software issues, and ensuring reliable charging service availability. Expert in building monitoring systems that ensure business continuity, operational stability, and high client retention. Committed to 'Ownership'—taking full responsibility for system stability, technical issue resolution, and service reliability even in high-pressure environments.
KEY ACHIEVEMENTS
SLA & Client Retention: Guaranteed 100% SLA compliance for international B2B clients, serving as a key driver for long-term service contract renewals and high customer satisfaction.
Knowledge Management & Efficiency: Engineered a comprehensive internal Knowledge Base (SOPs) in Confluence, reducing onboarding time for new engineering staff by 50% and improving incident resolution consistency.
Data Integrity & Recovery: Established enterprise-grade disaster recovery protocols using Veeam and Commvault, achieving 100% data integrity and zero data loss during critical system failures.
Operational Monitoring & Incident Response: Fine-tuned monitoring algorithms within Nagios and NinjaRMM, significantly decreasing incident response times and increasing overall infrastructure uptime.
Leadership & Team Scaling: Successfully managed a 24/7 technical department and a team of 12 specialists, maintaining high-quality infrastructure support during expansion into European markets.
Infrastructure Automation: Automated routine maintenance tasks for virtualized environments (VMware/Hyper-V), reclaiming 20% of team capacity for higher-priority initiatives.
L2 Technical Support – EV Charging Infrastructure: Delivered advanced L2 technical support for EV charging stations, including remote charger configuration, troubleshooting charging failures, resolving connectivity and backend communication issues, and supporting customers during live charging sessions.