Maksim Volegov

Lead product teams, specializing in healthcare, fintech, gaming and staff augmentation.

Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.

Within staff augmentation, I function as the manager for clients' product teams. My portfolio includes clients from various sectors, including banks, digital integrators, governmental bodies, and private businesses, gaming with notable clients from the USA and EU.

Achievements:

• Successfully completed 16 turnkey projects.
• Developed from scratch a working process for four teams, totaling approximately 40 individuals, in a fintech staff augmentation project.
• Managed a team in a major healthcare project for two years, significantly improving sprint closure metrics to an average success rate of 94%.
• Completed a major federal-scale project, leading a core team of 12 members to release 13 versions and close 347 tasks.
• Oversaw staff augmentation projects, generating nine contracts in total. All contracts were concluded with an average profitability exceeding the planned figures by 15%.
• Developed the development team's process from scratch in YouTrack and Jira. Authored protocols for interaction with adjacent departments.(Gaming)
• Managed accounts and invoices, including handling financial transactions with government entities.

• Analyze and evaluate existing support processes, communication channels, and documentation practices.
• Created comprehensive documentation outlining procedures for each process step-by-step along with troubleshooting guides, ensuring consistency and best practices shared across teams.
• Lead the development and optimization of documentation standards, templates, and procedures to ensure clarity and accessibility of information.
• Train and mentor support staff on new processes, documentation practices, and tools to ensure a high level of competency and adherence to standards.
• Collaborate with IT and other departments to leverage technology in streamlining processes and enhancing service delivery.
• Championed continuous improvement initiatives that led to enhanced operational excellence within the organization.

• Used ticketing systems to manage and process support actions and requests.
• Mentored new hires, ensuring a smooth integration into the support team and fostering professional growth.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Reduced downtime for clients with proactive identification and mitigation of potential problems.
• Contributed to the continuous improvement culture within the organization by actively participating in process reviews and optimization efforts.
• Increased first-call resolution rates by continually updating internal documentation with relevant troubleshooting steps.

• Monitored systems in operation and quickly troubleshot errors.
• Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
• Monitoring the product's performance to ensure its proper functioning
• Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.