Dmytro

Dmitriy Snetenchuk
Zhytomyr
Phone [відкрити контакти](див. вище в блоці «контактна інформація»)
e-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)

Objective

Personal Date of birth: 8 September 1988
Details Marital status: married

Education 2007 - 2013 Zhytomyr State Technological University
Faculty of Information and Computer Technology
Profession: Software Engineer (specialist)

2006 - 2007 Zhytomyr High Vocational School Boarding
Profession: Book keeper

2003 - 2006 Zhytomyr High Vocational School Boarding
Profession: Secretary manager, computer operator

Additional QAP Int courses of web programming. (CSS3, HTML5, JS, KnockoutJS, GitHub, MVC) received a certificate.
Education LABA course - Create customer service (https://my.l-a-b-a.com/ru/certificate/5f60b9ee1c73e)
LABA course – PowerBi (https://my.l-a-b-a.com/ru/certificate/601164db44950)
robot_dreams course – Scrum master (2022)
English courses for IT-specialists

Professional Platforce LLC
Experience Aug 2022 – to now
Chief Product Office
-Manage internal and external backlog, liaise with stakeholders inside and outside the company, determine
priorities in case of conflicts Build clearly documented process for product management
- Create the product road map
- Analyze the competitive products available on the market as a basis for Roadmap in cooperation with
CEO and CTO
- Align with internal stakeholders to prepare the product to sales cycle
- Ensure that product development resources are allocated and available in line with overall business vision
for products/technologies development

Viseven OU
Oct 2021 – Jul 2022
Product Owner
-Manage internal and external backlog, liaise with stakeholders inside and outside the company, determine
priorities in case of conflicts Build clearly documented process for product management
- Create the product road map
- Analyze the competitive products available on the market as a basis for Roadmap in cooperation with
Viseven Product Manager
- Align with internal stakeholders to prepare the product to sales cycle
- Ensure that product development resources are allocated and available in line with overall business vision
for products/technologies development

Viseven OU
Aug 2020 – Oct 2021
1st Line Support Head

-Establish appropriate and effective systems, processes, metrics and reporting to ensure that the CS organization is able to
track and report on CS function activities and meet SLAs.
- Focus on operational excellence to continuously identify, design, and implement process improvements to meet SLAs
while minimizing cost.
- Lead and manage complex projects.
- Partner effectively with other key leaders in the organization including Engineering, Product, Legal, and Finance.
Collaborate with the Support team as well as other departments to achieve high service standards and identify process
improvements to help reach company goals.
- Manage the attainment of KPIs & SLAs while driving innovation in 1st Line Support Team.
- Analyze reports and data while providing necessary feedback and / or any actions to help improve customer interactions.
- Work alongside KISS (Knowledge & Internal Support Services) Human Relations, Training and Talent Acquisition
- Continually creating frameworks and resources to make sure were continuously adding value to our customers within
support activities
- Ensure team members happiness by creating a trusting team: Communicating direction and goals, providing regular
performance management to continually develop our team in career growth.
- Arrange and monitor the work of 1st Line Support Team members. Manage the working process within the team, create
the tasks and control execution.
- Responsible for providing customer support according to the business process to increase the production and efficiency of
the company's clients.
- Responsible for adjusting the onboarding process of new clients by the 1st Line Support Team.
- Responsible for adjusting the workflow of the 1st Line Support Team, monitor incoming requests, manage the effective
work.
- Follow the new products and services of the company and implement them during the customer development process.
- Control of the level of customer satisfaction, responsible for the improvement and implementation of the programs.
- Regulate the documentation preparation process: instructions and guidelines for dealing with customers, presentations
about holding trainings, demos and others.
- Control the financial affairs with customers and make reports for the Financial Department of the company.
- Follow the standard of the stuffing policy of the company.
- Develop and implement professional upgrade programs for specialists.
- Monitor KPI of the team, make reports for the CTSO and control the conduction of the motivation program.
- Clients education (we teach our clients how to use the platform)
- Clients trainings (we provide training sessions)
- Creating and testing customers’ behavior models for new functionality
- Close cooperation with marketing, BA, development team, sales and other
- As the goal for the next 6 months to focus on Live chat integration with Jira, improvement of Jira flow for 1st Line Support
members Team and improve expertise in remote call functionalities and Viseven CRM.
- Not just manage the reports but to create the proper data set to collect the data about users activities and create set of reports
based on this data.

QAP Int (Viseven OU)
01.01.2016 – Aug 2020
Team Lead of Support Department
- Introduction of a ticket system;
- Training of new employees;
- Team management;
- Load regulation for engineers;
- Organization of user trainings;
- Comunication with customers (email, phone, skype);
- Cooperation with developers and testing teams;
- Testing web and mobile products;
- Regression testing after upgrades;
- Promotion of products changes for quality improvement;
- Development of reports for customer (“Next Report”);
- Work with Jira, Confluens, internal Storage and Cloud.

QAP Int
18.02.2015 – 31.12.2015
Technical Support Engineer 2 level
- Collecting and analyzing user requirements;
- Comunication with customers (email, phone, skype);
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues;
- Provide prompt and accurate feedback to customers;
- Supporting with procedural documentation and reports;
- Writing User Manuals and short instructions;
- Cooperation with developers and testing teams;
- Testing web and mobile products;
- Regression testing after upgrades;
- Bug tracking throughout the life cycle;
- Create and update test cases;
- Work with Jira, Confluens, internal Storage and Cloud.

Ltd. "Milk-Service" / Ltd. "Plus-Service"
23.12.2013 – 17.02.2015
System Administrator

Administrating LAN (15 workstations, 1 server). Setting the smooth operation among affiliates. Organization of terminal to
connect to databases 1C. Installation and Administration 1C v.7,v.8. Introduction of mobile system sales MJAgent.
 Participated in testing of new mobile system marketed under Android. Repair and maintenance of computer and office
hardware. Providing technical support, assistance in using the software. Preparation of accounting documentation, collecting
and analyzing statistical data links with service providers. Analysis of market prices for equipment and services. Search for
alternatives to reduce costs.

Ltd. "Plus Service"
01.02.2013 - 19.12.2013
System Administrator

Administering LAN (45 workstations, 3 servers). Provision and configure MPLS-network. Stability of storage, anti-virus
and encryption to protect the network. Implementation and customization of telephone services based on digital PBX
Panasonic KX-TEM 824UA. Installation and configuration of tax reports (MEDoc / OPP). Installation and Administration
1C v.7. Implementation of internal electronic document CTrader from Firebird 2.1. The introduction of mobile system sales
BeePres. Administration database (Firebird / SQL). Preparing and update the database, test performance, fix bugs after the
upgrade. Create queries according to user needs. Repair and maintenance of computer and office hardware. Providing
technical support, assistance in using the software. Preparation of accounting documentation, collecting and analyzing
statistical data links with service providers. Analysis of market prices for equipment and services. Search for alternatives to
reduce costs.

Ltd. "Optimal"
06.04.2011-31.01.2013
System Administrator

Administrating LAN (25 workstations, 1 server). Stability of storage, anti-virus and encryption to protect the network.
Implementation and customization telephone services based on digital PBX Panasonic KX-TEM 824UA. Administration
1C v.7. Implementation of internal electronic document CTrader from Firebird 2.1. Administration of database. Preparing
the database and update the database, test performance, fix bugs after the upgrade. Reporting to the needs of users and
suppliers. Repair and maintenance of computer and office hardware. Work on projects to optimize business processes and
reduce the financial costs of implementation and data processing. Providing technical support, assistance in using the
software, collecting and analyzing statistical data links with service providers.

Zhytomyr Regional Administrative Court
13.02.2008 - 05.04.2011
Advisor to the Chairman of the Court of ITZ

Administrating LAN (160 workstations, Windows 2003 Server 3 (DNS, Active Directory, DHCP), FreeBSD 7).
Organization VPN network via Cisco 2811. Stability of the Internet-servers, storage, anti-virus and encryption to protect the
network. Implementation and customization of telephone services based on digital PBX LG-Ericsson ARIA SOHO.
Implementation of internal electronic documents based on Yaffil. Installation and setting up of video surveillance. Repair
and maintenance of computer and office hardware. Providing technical support, assistance in using the software. Preparation
of accounting documentation, collecting and analyzing statistical data links with service providers and computer equipment.

State Enterprise "Information Court System"
01.06.2007-12.02.2008
Engineer of computer technology in Zhytomyr region

Administrating LAN (70 workstations, 2 servers Windows 2003, FreeBSD 5.3), providing technical support to users in the
courts of Zhytomyr regions, repair computers, printer and faxes. Installation of LAN. Remote access, configuration of
operating systems and software.

2012-2013 g. Worked for German company as a Web-designer.
Duties included:
- Creation of graphical and stylistic elements for websites, banner design, creation of presentations;
- Preparation and placement on the site graphics and content;
- Optimization design of existing and development of new interfaces.

Employee of the online store http://lida.de/

Additional functionality:
- Filling, promotion and support.

Additional Languages: English – Intermediate
Skills