Slava Dubinin

• Critical Technical Leadership: Resolved 50+ Sev-1 cases for Fortune 500 clients, achieving 98% SLA compliance by reverse-engineering complex infrastructure failures (VMware/SQL/IIS).
• R&D Collaboration: Partnered with product teams to draft 20+ user stories/mock-ups from customer workflows, directly shaping 3 features in the 2023 roadmap (e.g., automated backup validation).
• Bug Mitigation & Testing: Documented 15+ critical bugs in QA cycles, accelerating fixes by 30% through detailed reproduction steps and log analysis.
• Process Automation: Reduced recurring task time by 25% via Python scripting (e.g., log parsing, API-driven diagnostics).

Tech: PS, WMI, API, VMware\HV, IIS, SQL, JS, Bash, Python

• Team Development: Mentored 8 engineers, designing a gamified certification program that increased team expertise (40% faster case resolution) and reduced escalations by 35%.
• Knowledge Sharing: Built a Confluence-based KB with 50+ troubleshooting guides, cutting ticket volume by 30% through self-service adoption.
• Product Feedback Loop: Translated 100+ customer pain points into 25 actionable user stories, driving a 20% reduction in UI-related support tickets post-release.
• Training Innovation: Launched weekly "Tech Deep Dive" sessions, upskilling the team on VMware/PowerShell and reducing onboarding time from 6 to 3 weeks.
  Tech: Linux/Windows, PS, WMI, SQL

• SaaS Transition: Migrated 50+ clients to a SaaS model, slashing onboarding time by 30% via A/B-tested subscription plans.
• Engagement Strategy: Launched a gamified KPI system, increasing customer feedback submissions by 200% and retention by 25%.
• Cost Efficiency: Reduced CAC to near-zero through viral regional marketing campaigns (5K+ organic sign-ups in 6 months).

Oil and gas production company

• Workflow Optimization: Built a data-driven QnA subsystem, cutting support workload by 60% for high-demand cohorts.
• Training Programs: Designed onboarding materials for 50+ new hires, reducing ramp-up time from 8 to 4 weeks.

• Customer Satisfaction: Achieved 95% CSAT scores by resolving 1,000+ escalated cases .
  
  Root Cause Analysis: Drove a 40% reduction in recurring issues via systematic RCA frameworks.
• Performed preventive maintenance on network system, maintaining average uptime of 98%.