Customer Support Project Manager

Aslanbek Zhakupov

*.********@********.*** • 619-***-****

LinkedIn • Mountain view, CA, US

Tech savvy and results-oriented professional with a Master of Science degree in Technology Management from Columbia University and substantial experience directing and delivering large-scale complex programs/projects from start to finish, including, digital transformation, innovation, information management & technology, education, knowledge management, cyber-security, change management, strategic collaboration, and system planning. Proven record of success building, leading, and coaching cross-functional teams, streamlining operational functions, and propelling performance optimization to solve multiple/complex program issues, while meeting stringent deadlines within high-pressure and challenging environments. Skilled in Gantt charts, IPMA Level C, PMBOK, and Waterfall, Agile, and Scrum methodologies. Strong communication, leadership, interpersonal, and presentation skills with an innate ability to build robust rapport with key stakeholders.

Areas of Expertise

Strategic Planning & Execution

Team Building & Leadership

Project/Program Governance

Resource Management

Financial modeling

Operations Management

Revenue & Business Growth

Cost Reduction & Containment

Continuous Process Improvement

Contracts Negotiation & Review

Decision-making

Staff Training & Development

Client Satisfaction & Retention

Digital Transformation

Problems/Issues Resolution

Career Experience

I-TUMAR 2022 - present

Co-founder, CTO

Effectively managing organization, GTM strategy, software, and cloud infrastructure for a growing startup. Supervised a team of 10+ back-end developers, front-end developers, testers, and IT support staff. Oversaw technical development and IT projects in a manner which fit with the overall company plans and goals. Implemented new technologies and made recommendations to improve IT processes. Ensured efficiency, effectiveness, and viability of all IT systems and tech processes. Business development and financial modeling. Investor and event representation.

TRS 2022- present

Consultant

Implemented client training (business and technical) and supervised software integration on the client's website.

Conducted interviews with key business users to collect information on business processes and user requirements.

Documented business processes and analyzed procedures to see that they would meet changing business needs.

Created and implemented external and internal communications strategies for key company initiatives such as disaster recovery process.

QAZPROFTEC 2017 – 2022

Director

Led activities involved with development and deployment of innovative web-based media EdTech and HR cloud scalable solutions with 40,000 clients, 300K annual visitors, and 50+ international partners (supported by World Bank). Aligned, managed, and mentored cross-functional teams of frontend\backend engineers, QA/Testing UX/UI designers, scientists, marketing, sales associates, psychologists, media content managers. Smoothly executed multi-disciplinary projects from concept to SaaS and PaaS for B2B/B2C customers by using methodologies, including Agile and Waterfall with contract management and product backlog management. Steered efforts toward establishment of success metrics, systems, and reporting arrangements to archive long/short-term goals in marketing and sales; conducting review of social media, SEO, Big Data Analytics, Google Ads, and Facebook Ads.

Secured annual profit and higher rates of customer loyalty with customer journey maps.

Avoided financial gaps by using financial models, ROI, risk estimates, stress testing, and cash flow analysis.

Headed onboarding process for new clients and new projects and confirmed quick adaptation; attained improvement in new features with engagement rate of 25%.

Published five scientific papers in collaboration with four scientists for sharing original research with academic researchers and obtained five copyrights and trademarks to protect intellectual properties.

Exhibited exceptional expertise in creating unique system of career guidance, developing online psychological vocational guidance tests (DevOps), performing analysis of 200 districts down to village level, and conducting first forum on career guidance.

Decreased operating expenses by $500K annually and established robust go-to-market strategies; identified risks, prioritization, overseeing schedules and deadlines, allocating resources, supervising team progress, and creating all company processes from scratch and pre-trial proceedings.

EXPO-2017, National Company 2015 – 2017

Senior Program Manager

Demonstrated distinguished performance in developing EXPO-2017 Main Operations Center (Incident management, Dashboards, DevOps, AutoCAD, Google docs, and PMO). Directed cross-functional operational plan development (68 projects) for preparation, testing, and completion with on/offshore teams, SME, solving problems and mitigated operational risks. Devoted appropriate attention to all responsibilities for building operational and products roadmaps; bringing visibility of all organization efforts. Delivered aid to engineers and other team members by developing potential strategies, partner communication, and portfolio of programs. Gained and shared knowledge during a three-month internship at the Milan Italy EXPO 2015 management center.

Projected expert-level skills in designing the main control center to unify the work of all services using engineering drawings, as well as creating incident management procedures for high-quality services, control theory, cloud networking, and closed-loop systems.

E-commerce Center 2014 – 2015

Program Manager, Product owner

Analyzed and aligned program data with $1B+ budget, made crucial decisions in line with business objectives, and customer pain points. Headed projects in liaison with engineering teams and influenced cross-functional teams; confirmed adherence with set guidelines and regulatory requirements. Boosted effective collaboration across teams, including networking, DevOps, data center, enterprise’s architecture, Software Engineering, and other branches of security; ensuring projects remain feasible and coherent.

Enhanced team productivity by 60% with cross-functional teams and vendors to align delayed/overdue projects.

National Information Technology 2007 – 2014

Product owner/Project Director

Nurtured and fortified reliable working rapport with C-level executive clients through effective communications, presentations, negotiations, and product backlog prioritization; administering large complex IT& consumer electronics projects throughout full project lifecycle from concept, planning, resourcing, execution, e-billing, monitoring, controlling, and closure ($2M budget). Build and trained diverse on/offshore teams with +16 branches utilizing project progress comparing actual vs forecast. Drove accurate estimates to identify responsible and achievable commitments, project schedules, and software development efforts across groups, such as interface design teams, product management, legal department, and software engineering, all within Agile/Waterfall frameworks. Transformed relationship with units to SLA and ensured deliverance of top-notch customer service. Interpreted business requirements and policies into technology-backed business processes by conducting and collaborating with business and C-level stakeholders (financial modeling, ROI, ARR, and ISO 20000 documentation).

Honored with National Information Security Certification for government database integration.

Surpassed sales plan by 15% through identification of key customers, contracts, and revenues.

Avoided financial gaps by using financial models, risk estimates, stress testing, and cash flow analysis.

Fostered culture of robust documentation internally/externally; reduced number of customer support requests by 10% YOY.

Maximized development efforts and increased quality by initiating information management and technology policies/practices.

Built KPIs around inefficiency and transparency of product development process permitting quick identification and improvement of inefficiencies; increased in-service delivery time by average of 22%.

Additional Experience

Volunteer, Project Manager, IT Consultant

Life-long learning Foundation

Chairman, Founder

School of Active Youth (SAY)

Education & Certifications

Master of Science in Technology Management

Columbia University – New York, NY, (2021 – 2022)

Selected Coursework: Innovation, Artificial intelligence (AI) and Machine learning (ML), Business Management, Strategy, Operations, Knowledge Management, Entertainment and Multiverse, Financial Modelling

Activities: Product management club

Bachelor and Master of Science in Computer and Networks Hardware and Software Engineering

East Kazakhstan Technical University

Selected Coursework: Hardware, Software Development, Database Development, System Architecture, Management

Accounting and Finance + Excel Spreadsheet

Harvard Business School

Improvement of the risk management system

Ernst & Young

IPMA Level C®: Certified Project Manager

International Project Management Association (IPMA)

ORACLE: OCA Certification (10G)

Key Projects

IT volunteers (PM, Coaching)

Unified System of Monitoring Services

Government Vehicle Inspection IIS, Toll road

Information System for Manager and IOS App (ArcGIS, Power BI)

EXPO-2017 Main Operations Center, Incident management, Operational Plan, Asset Management

Information System for Career Guidance, Employment and Forecasting of Labor Demand (C#, Python, JavaScript, Kendo UI, Entity Framework, Kubernetes, GIS)

360 Performance Reviews and Time tracking (IBM Lotus Notes new module, Eclipse, Agile)

State Data Base Register of Real Estate Asset Management (SaaS, Java, FOX Pro, Oracle, MSMQ, Waterfall, data center migrations)

Financial and economic rehabilitation of insolvent organizations and insolvent debtors, Legal support, Electronic licensing of professional accountants (SAP BPM, SAP CRM)

e-Government as an instrument of interaction between the government and citizens of Kazakhstan (Designed high-speed Internet access in a remote rural centers using GPRS and Planetsky satellite)

Technical Proficiencies

iOS Android Github MS Project Servicenow Trello Jira Figma Slack AWS Azure MS Server Redmine MS Office Suite SharePoint MS Project Visio ML\AI KNIME Architectural Design SDLC System Design Specification Databases DevOps tools Information Technology ERP SEO SMM IT System Integration Mobile Applications ITSM Data center infrastructure Customer Relationship Management (CRM) Cyber security Oracle DB Auto CAD ASP.NET C# Postgre SQL RabbitMQ SaaS ITIL PL\SQL Silverlight MS BI IBM Lotus Notes Java FOXPro C++ Java PHP DNS DHCP HTML Routing Wireless Technologies Low Voltage PCB Circuits Diagrams Blueprint drawings Internal combustion engines Electrical test instruments Solar generators

Language skills

English (Fluent) Kazakh (Fluent)

Articles

Information System for Vocational Guidance, Employment and the Forecasting of Labor Demand https://ieeexplore.ieee.org/document/9465984

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