CASE STUDY
EXPEDITION + HQ

From Cooling & Power to Complete Data Center

Transformed a basic facility into a fully operational data center with optimized customer experience and operational excellence.

Role: Chief Information Officer • Period: 2008–2010

Capabilities Delivered
Touchpoints
6
Critical interactions optimized
Access Time
Hours
From several days
Hosting Launch
6 Mo
To full capacity
Security
Zones
Controlled access
Mail.ru
Solved
ATS temperature issue
Career
VK→Gcore
Led to new roles

Waste Management During Installation

Touchpoint 1Quick Win
↓
The Problem
  • Equipment installation generated significant packaging waste
  • Clients were responsible for disposal
  • Created inconvenience and delays
The Solution
  • Established designated unpacking area
  • Provided dedicated waste containers
  • Clients dispose of packaging immediately and conveniently
↑

Secure & Convenient Access

Touchpoint 2Days → Hours
↓
The Problem
  • Original access system was bureaucratic
  • Formal letters signed by CEOs required
  • Several days waiting for approval
The Solution
  • Introduced ticket-based system
  • Dedicated customer portal
  • Access requests approved within hours
  • Maintained strict security
↑

Optimizing Human Resources

Touchpoint 3Security
↓
The Problem
  • Client access lacked structure and control
  • Clients could freely roam
  • Required constant employee escorts
  • Raised security concerns
The Solution
  • Redesigned client journey
  • Installed additional partitions with secure doors
  • Created designated pathways
  • Implemented controlled access zones
↑

Network Infrastructure

Touchpoint 4Pre-provisioned
↓
The Challenge
  • "A network without uplink is like Musk without Starlink"
  • Customers needed connections between floors
  • Each required individual patch cords
  • Multi-day delays for cross-floor connections
The Solution
  • Pre-provisioned cabling infrastructure between machine rooms
  • Standardized off-the-shelf patch cords
  • Simple change, dramatic impact
  • Eliminated multi-day delays
↑

Mail.ru ATS Challenge

CrisisTemperatureSolved
↓
The Problem
  • Single power supply servers required ATS units
  • Non-standard hot aisle containment caused high temps
  • ATS units malfunctioned above 35°C
  • Protection mode caused outages
The Solution
  • Identified Eltek's hardware as only viable option
  • Direct negotiations with manufacturer engineers
  • Custom hardware modifications
  • Extensive testing and validation
  • Solidified relationship with Mail.ru
↑

Customer-Centric Operations

Customer Journey Mapping

Systematically analyzed every touchpoint from equipment installation and maintenance to removal and service requests.

Proactive Infrastructure

Pre-provisioned cabling and standardized processes to eliminate delays before they become customer complaints.

Security Without Friction

Controlled access zones and automated approval systems maintain security while improving convenience.

The Key Insight

Successful data center operations require more than just cooling and power. They demand deep understanding of customer journeys, systematic optimization of every touchpoint, and creative problem-solving for unique challenges.

Lasting Impact

A year after I left, Datapro decided to launch a hosting service, capitalizing on the improvements I had implemented. The service was an immediate success — reaching full capacity within six months.

Key Achievement: The operational excellence and customer-centric processes I established became the foundation for Datapro's successful expansion into new service areas.

Career Trajectory

  • Success of Mail.ru challenge opened doors to new opportunities
  • Joined VK (formerly Mail.ru Group) as Deputy Vice President
  • Oversaw infrastructure supporting millions of users
  • Later led global infrastructure projects at Gcore
  • Established reputation as crisis solver and infrastructure optimizer

Lessons Learned

  • Deep understanding of customer journeys
  • Systematic optimization of every touchpoint
  • Creative problem-solving for unique challenges
  • Strong vendor relationships and technical expertise
  • Focus on operational excellence and automation

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