Mikhail Ilin

Web Developer

About me

I'm a software development enthusiast and I would like to work as a Web Developer. I'm currently based in the Paris area. I've started to write code recently and it's a blast! I am a team player with a problem-solving mind set. I like people, being supportive and making people happy, but if I need to make a choice between making someone happy or making someone better, I would choose the latter. I like order and I like freedom — for me these can go well together. I like creating, motivating and improving. I'm curious and result oriented, so every experience, every action and every piece of knowledge builds up to something great.

m.ilin.fr@gmail.com

06 59 46 48 19

github.com/milin-fr

in/mikhail-ilin-fr

Live as if you were to die tomorrow. Learn as if you were to live forever.
- Mahatma Gandhi

Career at Blizzard Entertainment

September 2008 - PRESENT

Paris Area, France | https://www.blizzard.com/

Social Media Manager, CS

June 2018 - PRESENT

• Crisis management and associated communication via social media platforms.
• Educating players on self-help options and use of external knowledge base.
• Creating knowledge base articles, breaking news templates and crisis messages.
• Designed and developed a range of desktop applications:
- to track productivity of my team and I in convenient way
- to generate template messages for urgent player facing communication (supporting 8 languages)
- to suggest support articles depending on players issue description (supporting 8 languages)
- to extract and compile information from multiple JIRA issues.

Test Analyst (Temporary Assignment)

October 2017 - June 2018

• Created detailed test plans for several major features of World of Warcraft: Battle for Azeroth expansion.
• Supervised the progress of testing for above features.
• Created training material for external QA team, that helped us testing Battle for Azeroth expansion.
• Delivered several major parts of above training.
• Streamlined and documented QA processes for European team.
• Performed localization testing of Blizzard games.
• Performed localization and functionality testing of Blizzard web pages and services.

Social Media Manager, CS

November 2011 - October 2017

• Delivered reactive and proactive customer facing communication via social media platforms.
• Translated numerous support articles from English to Russian language.
• Was part of crisis management teams for multiple world-wide game and expansion launches.
• Streamlined and documented processes related to the scope of work of my team.
• Implemented and documented the Google Analytics Tracking process for social media platforms.

Technical Customer Support

February 2010 - November 2011

• Provided technical support via live channels.
• Covered large scope of technical issues, including installation, performance and connection issues of Blizzard games.
• Provided technical coaching to peers.

Quality Control, CS

February 2009 - August 2009

• Trained groups of new customer support hires.
• Reviewed services provided by customer support agents.
• Identified coaching opportunities.
• Coached customer support agents.

Billing and Account Support

September 2008 - February 2009

• Provided payment and account support via live channels.
• Consistently exceeded KPI maintained a high level of customer satisfaction.

If you only do what you can do, you will never be more than you are now.
- Master Shifu

Hard Skills

Python
VS Code
Git & GitHub
Confluence
HTML

CSS
JavaScript
Jira
C
Amazon Web Services

Soft Skills

Learning
Communication
Problem solving

Public speaking
Crisis management
Coaching

Languages

Russian (native)
French (fluent)
English (fluent)

Legend

Way of living
Expert
Confident
Exploring
Got in touch

Play a game of memory. Select the field size and flip images to discover two matching!

Add me on if you want to say "Hi" and visit my page if you want to grab some code snippets.