Yuriy Lyashchenko
ESP Technician at Nextiva- Claim this Profile
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Ukrainian Native or bilingual proficiency
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Russian Native or bilingual proficiency
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English Full professional proficiency
Topline Score
Bio
Credentials
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Coaching Skills for Leaders and Managers
LinkedInApr, 2022- Sep, 2024 -
DevOps Foundations: Lean and Agile
LinkedInApr, 2022- Sep, 2024 -
Leading and Motivating People with Different Personalities
LinkedInApr, 2022- Sep, 2024 -
Managing Stress for Positive Change
LinkedInApr, 2022- Sep, 2024 -
Succeeding in DevOps
LinkedInApr, 2022- Sep, 2024 -
Why Projects Fail and How to Improve Their Success
LinkedInApr, 2022- Sep, 2024 -
Troubleshooting IT Remote Administration
LinkedInMar, 2022- Sep, 2024
Experience
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Nextiva
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United States
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IT Services and IT Consulting
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700 & Above Employee
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ESP Technician
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Jul 2022 - Present
In my role, I have taken on a diverse set of responsibilities to support major clients and provide top-tier services. This includes:- Customizing and maintaining VOIP systems (broadworks, Five9), catering to the unique needs of our clients.- Expertly provisioning and configuring VOIP phones and ATA devices to ensure seamless functionality.- Conducting thorough network checks to guarantee compatibility and address any issues that arise.- Collaborating closely with clients to integrate VOIP systems with CRM and other external applications.- Handling escalations with a focus on maintaining the highest levels of customer satisfaction.- Showcasing expertise in Amazon Chime, Microsoft Teams, and various other platforms.- Managing Virtual Fax services to enhance communication capabilities.- Skillfully configuring customer devices, meeting their specific requirements through configuration files and the phone WEBUI.- Extensively performing network assessments to confirm compatibility with our system, identifying and resolving issues like packet loss or firewall rules.- Ensuring the proper setup and functionality of customers' call centers.- Providing clients with comprehensive access to the company's tools, supporting them in achieving their objectives.- Engaging with various portals and platforms within our company's offerings.- Consistently striving for the highest level of customer satisfaction by delivering exceptional support.- Sharing resources and offering guidance to clients to optimize their system utilization.I've also actively monitored, updated, and improved VOIP infrastructure to enhance system reliability and efficiency. My work involved collaborating with development and engineering teams to introduce automation into tasks, using scripting languages like Bash and Python. This led to streamlined processes and greater effectiveness in managing VOIP services. Show less
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Enterprise technical support specialist
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Apr 2022 - Jul 2022
Main responsibilities are (but are not limited to):- Worked with larger companies with higher demands- Maintained VOIP services and customized customer's VOIP system as per their working needs- Assisted customers with more complex requests beyond the scope of General Support Technicians- Assisted customers with basic routing issues- Provisioned VOIP phones and ATA devices, configuring them according to customer requirements- Performed network checks to ensure compatibility with our system- Ensured customers' call centers were set up properly and met their expectations- Ensured customers had access to all the tools offered by the company- Worked with Amazon Chime, Microsoft Teams, and various portals and platforms- Integrated customer's VOIP system with CRM systems and external programs- Handled escalations and ensured high levels of customer satisfaction- Shared necessary resources with customers to maximize system utilization Show less
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Advanced Technical Support
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Jan 2022 - Mar 2022
Main responsibilities are (but are not limited to):- Maintained VOIP services and customized customer's VOIP system as per their working needs- Assisted customers with more complex requests beyond the scope of General Support Technicians- Assisted customers with basic routing issues- Provisioned VOIP phones and ATA devices, configuring them according to customer requirements- Performed network checks to ensure compatibility with our system- Ensured customers had access to all the tools offered by the company- Worked with Amazon Chime, Microsoft Teams, and various portals and platforms- Integrated customer's VOIP system with CRM systems and external programs- Handled escalations and ensured high levels of customer satisfaction- Shared necessary resources with customers to maximize system utilization Show less
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Technical Support Specialist
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Apr 2021 - Dec 2021
Main responsibilities are (but are not limited to):- Maintained VOIP services and customized customer's VOIP system as per their working needs- Provisioned VOIP phones and ATA devices, configuring them according to customer requirements- Configured customer's devices to work as per their requirements via configuration file and phone WEBUI- Ensured customers had access to all the tools offered by the company- Worked with Amazon Chime, Microsoft Teams, and various portals and platforms- Ensured high levels of customer satisfaction- Shared necessary resources with customers to maximize system utilization Show less
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Quest marketing
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Advertising Services
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1 - 100 Employee
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Senior Account Manager
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Jan 2021 - Jan 2021
Key responsibilities were (but not limited to):- Provided exceptional support to valued clients, ensuring their satisfaction and retention- Analyzed risks and implemented strategies to mitigate potential issues- Facilitated cross-departmental communication to fulfill client requests- Managed the account management department, assigning tasks and monitoring performance- Trained new account managers and implemented productivity-enhancing procedures- Working with Fraud (Fraud prevention and dealing with Frauds prior to the legal team. Making efforts to prevent the legal team from being involved)- Using internal systems: CRM, softphones, emailing clients, etc.- Helping with Performance evaluation and general QA for new account managers. Show less
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Account Manager
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Apr 2019 - Dec 2020
Key responsibilities were (but not limited to):- Communicate with clients through written (chats, emails) and verbal (phone) channels.- Provide exceptional support to important clients, maintaining their satisfaction.- Review customer accounts to ensure their well-being and implement retention efforts.- Analyze risks and prevent potential harm to the company, such as bad reviews or account closure.- Work with Fraud, focusing on prevention and handling fraud cases before involving the legal team.- Collaborate with other departments to fulfill customer requests.- Assist the Head of the Account Manager department with various requests.- Evaluate reports and statistics to stay up to date with company and client needs.- Maintain team well-being, working mood, and performance.- Train new Account managers and create procedures to increase team productivity. Show less
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Account Manager Trainer
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Aug 2020 - Nov 2020
As one of the most productive Account managers, I was given the task to get one of our project's account manager's team to be more productive and successful.My key tasks were:- Conduct a full evaluation of the project's Account Manager Team lead work.- Re-evaluate the Account manager's department work process and training.- Provide additional training for existing Account Managers and new hires.- Create a list of potential account managers for promotion, advising on their strengths and weaknesses.- Review and report on Account managers' tools and possibilities for improvement.- Evaluate current Account managers working on the project.- Review and retain clients, implementing retention efforts and working with unprofitable clients.- Review Fraud procedures and cases, applying retention efforts if needed.- Achieve growth in the Account Management team's size and professionalism.- Implement new procedures to improve retention and increase revenue.At the end of the project, the Account Management team grew in numbers (both revenue and the number of managers) and professionalism. Several new procedures were implemented. The amount of retained clients increased and became more structured. More than half of unprofitable clients were successfully retained to become long-term partners or were transferred to lower-tier support. Fraud coverage was nearly automated and organized.Retention efforts allowed to keep 3/4 of big clients per day (previously 3/4 of clients were lost due to lack of retention efforts). Project retention revenue grew up x3, doubling the total project revenue. After the project has been completed I was transferred back to my project leaving all the responsibilities to the head of the Account manager's department. Show less
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Customer Support Specialist
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Feb 2019 - Mar 2019
Key responsibilities were (but not limited to):- Communicate with clients through written (chats, emails) and verbal (phone) channels.- Provide support and maintain client satisfaction.- Review customer accounts for issues and implement retention efforts.- Collaborate with other departments to fulfill customer requests.
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Midas Solutions
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Brazil
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IT Services and IT Consulting
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100 - 200 Employee
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Senior System Administrator
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Feb 2018 - Dec 2018
In my prior role, I held a central position in overseeing the technical operations of the company, taking charge of both software and hardware aspects. Key responsibilities encompassed:- Orchestrating and optimizing technical operations for the company, with a focus on both software and hardware.- Leveraging my scripting proficiency in Bash and Python to automate diverse processes, streamlining daily operations and enhancing efficiency.- Directly managing a team of five professionals, ensuring smooth and productive execution of daily tasks.- Maintaining a suite of critical systems, including CRM systems, business telephony (Asterisk-based VoIP), and various other software applications.- Overseeing an array of hardware components, ranging from computers to access control systems and network infrastructure.- Spearheading the successful execution of multifaceted projects, such as office openings and CRM implementations.- Occasionally making minor alterations to HTML code within the WordPress platform, contributing to website configuration and optimization.- Fostering a positive team environment and radiating a can-do attitude that influences everyone around. This approach ensures that any problem, no matter how challenging, is met with a confident and capable response, as a smiling technician is the hallmark of effective issue resolution.This rich and diverse experience is underscored by my proficiency in scripting languages, Asterisk-based VOIP management, hardware administration, and web configuration. Show less
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Customer Support Specialist
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Jan 2018 - Jan 2018
Key responsibilities:- Providing account-related information over the phone or over the email- Ensuring customers' satisfaction
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БИП
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Russian Federation
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Advertising Services
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1 - 100 Employee
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IT Project Manager
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Jun 2016 - Aug 2016
Key responsibilities: - Founded and managed a web-based application project, overseeing a team of five members - Developed business plans and technical documentation to guide project execution - Secured funding and sold the project to an investor - Provided comprehensive project management support, including task assignment and reporting Key responsibilities: - Founded and managed a web-based application project, overseeing a team of five members - Developed business plans and technical documentation to guide project execution - Secured funding and sold the project to an investor - Provided comprehensive project management support, including task assignment and reporting
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