Aleksandr Frolov

Support Delivery Manager @Akamai Technologies

FL, US

As a Support Delivery Manager (SDM), I play a crucial role in managing and supporting Premium customer escalations and service incidents, ensuring their successful resolution and utmost user satisfaction. I take ownership of support improvement projects aimed at preventing future issues and contributing to a seamless customer experience.In the support ticketing lifecycle, I demonstrate both independent and collaborative abilities, working both individually and as part of a dedicated team. My primary focus is on enabling customers to resume normal operations swiftly, minimizing any disruptions they may encounter.As an SDM, I shoulder the responsibility of resolving complex issues and incidents, effectively coordinating the efforts of Support Engineers and Engineering team members. In times of high-severity crisis situations, I direct troubleshooting activities to gather critical details regarding the impact and nature of the situation. Throughout the process, I maintain ongoing communication with internal teams and customers, providing regular updates on the progress toward resolution.Additionally, I drive the completion of the Root Cause Analysis document, ensuring that all necessary information is captured for future reference and process improvement. Whenever required, I initiate escalations to Senior Management and other relevant groups, guaranteeing swift and effective action to resolve the matter at hand.By leveraging my strong problem-solving skills, and strategic mindset, I consistently deliver exceptional support experiences and contribute to the overall success of the organization

Bauman Moscow State Technical University

Bachelor's degree, Computer and Information Sciences and Support Services

Bauman Moscow State Technical University

Engineer's degree, Computer system and networks