Key responsibilities: Worldwide support strategy development and implementation. Strategic goal is to make support a competitive advantage for the company. Annual budget responsibilities: $ 50 mln. Reporters: 500+ Main achievements: Support structure changed worlwide from regional to vertical; Performance KPIs implemented globally; Vertical support processes implemented; MSA (Managed Support Agreement) portfolio and Prof Services portfolio launched; SaaS / XaaS services launched; Response time and Resolution time for B2B products implemented; Cross regional projects and cross BU cooperations as a new standards in the company; ISO 9001:2015 certified; Video TSIA Support Award ceremony: https://www.youtube.com/watch?v=dv82JGJf-CU Media and articles: https://drive.google.com/open?id=0B4l9-LA6Ia1cR0Nja1BYQkV3YjNsNF9neklpaTc1NWFiQUZN https://drive.google.com/open?id=0B4l9-LA6Ia1ceXdsbkg1WWJNa3M

Key responsibilities: develop service and support strategy to help company's sucessful launch onto the Russian market, setup support infrastructure. Main achievements: support infrastructure setup, Authorized Partners Network in the regions, Maintenance Service Agreement portfolio launched, parts stock planning and control.

Key responsibilities: Develop and drive support strategy in Russia and CIS counties. Manage service partners in the regions. Central Repair Line management. Active role in country market intelligence. End-to-end country monitoring of operational excellence and customer support experience. Own compliance with all legal aspects related to support processes. Main achievements: Deployed 2-legs support strategy for consumer and commercial products. Managed operational excellence turn from red into green KPI zone. Service contracts agreed and signed with key retailers (M.Video, Eldorado). Exception processes for Russia and CIS created and implemented. Repair Factory project in Russia. Close partnership and cooperation with global partners: Infocare and Jabil. Cross-BU and cross-countries operations experience (Exception team management located in Poland, Repair Line management located in Prague).

Key responsibilities: creation and development of authorized repair shops network structure in Russia and CIS, service budget planning and fulfillment, planning and organizing of parts and service equipment supply, reports collection and analysis, reporting to central European office, dealers and repair shops staff training, resolving conflicts and vexed situations of customer rights, information and technical support of repair shop network. Additional responsibilities: product certification, server and company local network administration, company cars management. Main achievements: Created a service network of 11 authorized repair shops in big cities and 102 reception centers on the territory (as for August 2005). Temporary replacement stock is organized in all authorized repair shops, logistics, reporting and warranty compensations coordinated. Annual service budget – about USD 1 mln., annual repairs quantity – about 50 000.

Key responsibilities: minilabs initial installing and startup, minilabs and high technology equipment service and adjustments, planning of spare parts, equipment and documentation supply, dealers’ technical staff trainings. Main achievements: From 1996 to 1998 the company has achieved market share increase from 30 % up to 65 %, 10-fold increase in sales volume and 25-fold increase in profit. Has deserved high estimation of the service manager, reference letter is available.

Master of computer science, computers complexes, automated systems and networks

Robin Hammer, Александр Гальчин

BSI, Certificate

Hewlett-Packard, Certificate

Hewlett-Packard, Certificate

Nikon

Noritsu, Certificate