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Over a decade of transforming charged customer experiences into positive outcomes, continued investment, and partnership.
Read on to find out how I can help turn your escalated situations into wins for everyone while building efficiency and trust along the way.
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I'm Dmitry and I'm all about
Delivering continued success in critical customer situations through proven dynamic leadership, transparency, and data/tooling driven efficiencies.
In my experience as an Escalation Manager in the Enterprise Software space I have had the opportunity to work closely with some of the largest organizations in the world while bringing together and leading some of the best and brightest from software engineering, support, and leadership teams to ensure there is accountability, assessment of customer impact/risk, and clear, crisp, communications delivered to all the relevant stakeholders in any given situation. This experience extrapolated across years and hundreds of situations and complex products have led to a customer-first, transparent, and data-driven approach that provides continued results for customers large and small while often saving large deals or opportunities for future business/sales.
My continued thirst to learn, and being a technologist at the core, has led me to pair my passion for programming and application development with day to day business problems leading to efficiencies across the whole team and hours of saved time.
People & Process
- Mentorship & Coaching
- Writing Style Development
- Process Standardization & Refinement through Data
- Templates & Reporting
- Customer and Executive Communications
- Training & Growth Development
- Portfolio & Project Management
Technical Focus
- Experience as an admin with Full stack Microsoft and VMware Solutions
- Business leader with a love for code & automation
- PHP, HTML, CSS, Python, Bash, and more...
- Extensive Experience with Salesforce Reporting
Family & Passions
- I'm a Father of 3
- I run an Enterprise IT environment at home
- IP and TDM Telephony (From Nortel, to AVAYA, to Cisco)
- Code and Automation (PHP, Python, Bash, Ansible, and much more)
- This webpage (built by hand with HTML, CSS, and GSAP)
- I love live music
- Running and Rowing to stay fit
Resume
Principal Escalation Manager
- In addition to managing highly critical Escalated Customer Situations, the Principal role provided a platform for expanded oversight of business projects, new-hire mentorship, and thought leadership in collaboration with the other Principals.
- Responsible for tracking, delivery, and success of over 12 global business projects with direct impacts to operations ranging from process standardization, to business template/automation development, and peer mentorship and knowledge sharing programs to springboard the growth of additional talent.
- Provided regular status reports to business leaders and the wider team to communicate changes, new initiatives, and heighten engagement for collaborative projects underway.
- Worked closely with Escalations Sr. Leadership to develop Quarterly and Monthly business reporting (Salesforce, Excel, Custom Middleware), presentations, and ongoing delivery of business performance figures to the global audience on a regular cadence; this effort involved leading a team to compile, refine, and deliver the presentation, all done in parallel while managing customer escalation volume.
- Collaborated closely with the other Principals to deliver ongoing global process enhancements, writing/communication style guides, documentation refreshes, and ride-along mentoring for Escalation Managers learning or in need of additional coaching.
Senior Escalation Manager
- Engaged across hundreds of situations coordinating and managing Engineering, Support, and Account teams to assist customers of all sizes experiencing critical IT infrastructure impacts related to one or several of the hundreds of products in VMware's Portfolio.
- Responsible for delivering ongoing crisp and succinct communications to the highest levels of VMware and Customer leadership throughout the course of a developing situation.
- Recognized inefficiencies in internal Escalation Team operations including cross region transfer and templating/formatting opportunities and harnessed Python/PHP/Docker abilities to deliver a bespoke templating/process automation solution that continues to save hours of time every day. (This solution has been in use by ~100 users for several years now)
- Expanded business automation to incorporate aged/old Escalation record reporting to surface old situations to global leaders across the business and drive resolution of the technical issues impacting VMware customers the longest.
- Partnered with Escalation Senior Leadership to expand and embody VMware's Escalation Management methodology and style across new hires, acquisitions, and expanding portions of the business.
- Spearheaded intensive, fully-immersive, mentoring workshop with active customer situations for new hires that led to fastest on-ramp from hire to effective escalation handling in the history of the VMware's Escalation Management team.
- Oversaw multiple evolving situations to ensure the success of Junior Escalation Managers and assisted with communications and key decision making.
Escalation Manager
- A promotion from the Technical Support / Customer Account Manager role provided an opportunity to manage highly complex, often heated, customer situations, where greater continuity, engagement, and clear communications were needed between Support, Engineering, and ultimately the end-customer.
- Escalation Management responsibilities included timely review of new situations via multiple channels (email alias, chat, exec requests), listening and truly understanding the customer need, and navigating internal business constraints/context, to make the most efficient decision to resolve the issue for the customer.
- At times the role required travel to customer sites, including a multi-day focus room with executive leadership and technical staff of a major Texas Children's Hospital network; through hands-on leadership with on-site VMware Engineers, and consistent crisp communications to all parties, the issue was identified as a third-party vendor code version causing the problem.
- Early on in the role, took initiative to begin automating previously manually-composed process templates with Salesforce Classic Templates leveraging audit-able fields with a history record.
- Due to the success of early template/process automation initiatives was invited to provide guidance to previously poorly implemented and underutilized Salesforce refresh of the "Escalation Request" record.
- After making changes to the record that aligned with the business needs and escalation management workflows, team adoption of the tool became universal, and allowed the business to capture and analysis data to establish more accurate KPIs.
Technical Support Engineer & Customer Account Manager
- Supported VMware's largest customers with their vRealize Operations Manager and vSphere product issues through deep technical troubleshooting, log review/correlation, and interfacing with Engineering for issues beyond the scope of Support Expertise.
- Developed lasting relationships with key customer stakeholders that often spurned investment in the rest of the VMware product portfolio through product cross-promotion and compelling use-case conversations.
- Took initiative to host the first-ever product support Webinar for vRealize Operations manager; this proved so successful that follow-up session had to be scheduled.
- Transitioned into a Customer Account Manager (CAM) role after presented with the opportunity by VMware leadership; this provided the opportunity to continue building meaningful relationships with VMware's largest, most strategic, customers across the whole product portfolio, not just vROPS.
- In the CAM role, leveraged multiple reporting tools and techniques including Salesforce and Excel to ensure customers had the most current reporting/dashboards of active cases and progress updates that could be consumed across all levels of leadership.
- Worked closely with Business Critical Support leadership to help craft standardize communications, KPIs, and activity tracking for the growing CAM team.
Network Engineer & Project Manager
Simplified IT Solutions
2013-2014
- Worked on a small, lean, team to help architect, plan, and implement infrastructures for midsize businesses in the Colorado Front Range area.
- One flagship project involved the architecture, purchasing, implementation, testing, documentation, and user training for a MS Remote Desktop Farm supporting ~150 users scattered across ~20 locations in Colorado.
- Provided technical thought leadership around customer infrastructure ranging from the Microsoft Stack (Office 365, Active Directory, Exchange, etc.) to Atlassian (Confluence, JIRA), to open source and custom-developed solutions where appropriate.
- Interfaced with internal and customer business leaders on a daily basis to influence decisions around IT infrastructure, software, technical strategy and business process.
- Developed a custom application for unified laptop/desktop inventory tracking across all of the MSP's customers; this allowed a quick, reportable, means of generating aged machine reports for large customers looking to refresh their fleets in phases, and otherwise coordinate maintenance activities.
Systems Administrator/Architect
Ross Barney Architects
2011-2011
- Recruited from a college Architecture class to work for a professor in dual-role IT/Architecture capacity.
- Managed a ~25 user environment end-to-end while also performing the duties of an architect working on active projects for the firm.
- Provided extensive documentation on processes and procedures to ensure consistency as the firm refreshed hardware and on-boarded new users.
- Worked with firm Principals to ensure users were provided with the appropriate software and tools, as needed to support emerging projects, while making the most of existing resources and investments, an example included network-enabling an old laser plotter via existing hardware to act as a local "print server".
- Moved on from this role to Mediaocean to pursue a position with a focus solely on IT.
Systems Administrator
- Provided oversight, budgeting, systems administration, partner relationship management, and strategic vision for an environment supporting ~30 users.
- Implemented many improvements over the multi-year tenure including Microsoft Exchange, Microsoft DFS for file share consolidation, Autodesk Revit and supporting central licensing deployments.
- Worked with leadership to ensure business needs could be met on a shoestring budget while often utilizing freely available (or open source) solutions.
Education
- Illinois Institute of Technology - Bachelor of Architecture (2006-2011)
- Notre Dame High School for Boys - Top 3% of Class (2002-2006)