Egor Petrov - Резюме Head of Technical Support

Head of Technical Support Department with 8+ years of Tech and project management experience. Started my career as a technical translator and progressed to Head of Technical Support Department. I've managed distributed teams of 70+ specialists across all time zones in Russia, handling complete B2B IT infrastructure maintenance projects from pilot preparation to continuous service delivery. My expertise includes full P&L responsibility, SLA management, and successful project scaling that increased client satisfaction to 10/10 and grew service revenue by 30% for key accounts. Key competences: managing a team of 70 people, pre-sale of service and support projects, project management, negotiation, project budget management, risk management.
Technical Skills:

2020 Kazan Federal University | PhD Program, Sociolinguistics
2017 Liverpool John Moores University | Applied Informatics, Gamification (internship)
2016 Kazan Federal University | Faculty of Humanities, Translation and Translation Studies

Jira, Confluence, ServiceNow, OTRS, Bitrix24, Naumen, Analytic Workspace, Microsoft 365, Google Workspace, JQL, 1C, Technical Support, IT Service Management, Team Leadership, Team Engagement, Distributed TeamsJiraConfluence1C

Angielski

Ready and willing to work remotely or to relocate.