Artyom S.

A scaling restaurant management software provider requiring rapid stabilization of technical support operations to prevent enterprise client churn.

Retained to audit and overhaul a failing technical support division. Transitioned the department from reactive crisis management to a predictable, SLA-driven operation.

• • Structural Order: Built a self-sustaining support infrastructure that eliminated the need for continuous high level oversight; effectively fulfilling the project mandate within 4 months.

◦ o Designed and launched a comprehensive Tech Support Policy for both the team and clients; successfully overcoming staff resistance to establish these standards as the "new normal".

◦ o Migrated the team to a unified task-tracking tool, ensuring every task is accounted for and progress is fully transparent.

◦ o Restructured internal communication mess: migrated from cluttered "single-chat" Telegram setup into focused, functional channels.

• • Operational Efficiency: Slashed support ticket resolution average time: week → day.

• • Direct Crisis Leadership: Personally de-escalated high-stakes conflicts with key decision-makers from 3 major accounts on the brink of cancellation; secured retention by restoring stakeholder trust and rapid service stabilization.

Providing strategic systems architecture and high-level technical oversight for international clients. Specializing in complex browser extensions, automation systems, and technical due diligence.

• • Technical Vetting & Crisis Audits: Conducted high-impact codebase audits for NodeJS/Web stacks. Performed rapid architectural "teardowns" and software best practice reviews to identify security risks and eliminate performance bottlenecks.

• • Browser-Integrated Systems Expertise: Established a niche as an Expert in complex, high-scale Chrome Extensions. Built robust browser-based automation and data-processing tools designed for stability and high-performance.

• • Zero-Failure Track Record: Delivered 30+ custom software projects with a perfect 100% Job Success Score over 9 years. Demonstrated a relentless commitment to code quality and "Total Ownership" of every engagement, regardless of scale or duration.

• • On-Demand Technical Advisory: Provided high-intensity, short-term consulting sessions for start-ups. Resolved specific architectural blocks, defined technical roadmaps, and optimized project workflows for remote development teams.

A B2B SaaS platform automating social media communications, transitioning from a legacy MVP to a high-load, scalable architecture

Led the technical evolution of the product over a 3-year lifecycle. Successfully navigated from an intensive 6- month legacy rebuild through multiple phases of architecture stabilization, team expansion, and iterative feature rollouts.

• • Technical Modernization: Spearheaded the complete rewrite of the legacy Chrome extension to a modern stack, eradicating accumulated technical debt and establishing a scalable foundation.

• • Advanced System Design: Engineered resilient communication layers to interface with undocumented third-party APIs. Designed dynamic request-shaping mechanisms mimicking native client behaviour to bypass aggressive rate-limiting algorithms.

• • Engineering Economics (OpEx): Slashed operational costs by $36,000 annually via a deep audit of the Google Cloud infrastructure, eliminating misconfigured backend lambdas and redundant storage.

• • Engineering Standards & Governance: Authored rigorous internal development protocols, including comprehensive code style guide and code review policy, establishing a robust baseline for code quality.

• • Engineering Culture & Mentorship: Actively managed team composition across various product cycles, conducting 15+ technical interviews. Ensured seamless knowledge transfer and maintained velocity during periods of engineer turnover.