SUMMARY:

• 14 years of experience in the Information Technology field
• Background working on customer support, IT governance, change management
• Extremely organized and capable of managing multiple and varied projects
• Strong set of technical skills to manage IT services and soft skills to lead IT team
• Practical experience working with IT service management and analytical tools

TECHNICAL SKILLS:

Tools: SQL Developer, Power BI, PowerShell, VBA, HP Service Manager, ServiceNow, OpenVAS, Office 365, Bomgar Remote Support

Collaboration tools: Cisco Webex, MS Teams, Skype, Jabber

Project management: PRINCE2, Redmine, Teamwork, MS Suite of products (Word, Excel, PowerPoint, Project, Visio), SDLC

People management: Managed 18 people across 5 locations in Kazakhstan. Passionate about making people lives better/happier.

Mentoring: Mentored team on various aspects, best practice, think big, suggested technical s.

Big data/Cloud/Visualization: AWS, Azure, Power BI, R.

ITSM Practices: ITIL, incident management, change management, problem management, Strategy, Problem - solving.

Infrastructure: MS Windows Server, SQL Server, Active Directory, DNS, DHCP, VMware, PRTG, Zabbix, WSUS

EMPLOYMENT:

IT Service Manager

Confidential

Responsibilities:

• Service Desk team lead (4500+ users, 24/7 support), implemented ITSM performance metrics, IT Asset Management system administrator
• 24/7/365 IT support maintained
• Created, automated and maintained IT KPI’s reports based on Power BI
• HP OpenView and Spiceworks administrator
• SAP Solution Manager administrator
• Primary contact for all customer queries and issues
• Continues support by phone, remote sessions, mail - Windows, Mac, printers, LAN
• Service Desk phone scripts development
• Implemented unified remote support solution (Bomgar) to meet security and performance requirements
• Service Desk performance increased up to 10%
• System Administrator, Trainer
• SAP Roll-out migration manager, Cutover Manager (8 business entities, 700+ users)
• Data migration coordination - planning, consulting, control, reporting, all of critical and high issues resolved
• Cutover management - planning, timing, problem-solving, GoLive in time and with expected outcomes
• Implemented SAP Change Advisory Board to guarantee effective evaluation and prioritization
• Created and maintained policy according to The Best Practices
• Meetings scheduling and reporting to senior management
• Implemented SAP ChaRM module to ensure reliable and beneficial change management process
• Project manager, process owner, testing, customizations
• Corporate SAP Change Manager - request review, approvals, escalation, reporting, monitoring
• IT Assets Management - CMDB administration, inventory, full Life-Cycle maintenance
• 10k devices - desktops/laptops, printers, switches/routers, servers, etc.
• 12k software items - whitelisting, license compliance
• Inventory - reporting, data maintenance, reporting (SQL, Excel, Power BI)
• Policy development and maintenance - budgeting, renewal, usage, disposal

IT Director

Confidential

Responsibilities:

• Hiring and mentoring, s planning
• Goals settings and performance assessment
• Strategy and process improvement
• IT Budget Management - Telecom costs decreased at least 25%, Data Center cost decreased at least 40%
• Planning and reporting on a local and corporate level
• Justification and presentation
• Control automation
• IT Policy management - adapted and implemented IT policies for all sites
• End-user and Email, Asset Management
• Backup and Change Management
• Cyber Security - incidents response
• Data Center management - co-located corporate Data Center
• Contracting, budgeting, reporting, renewal, warranty
• Maintenance - monitoring, problem solving
• Change management in collaboration with corporate sysadmins
• Unified Help Desk service implemented - single phone number, help desk software.
• IT services users' satisfaction increased from 75 to 95%
• ITSM processes implementation - developed IT performance metrics based on ITIL framework
• T1, T2, T3 team efficiency and utilization
• User satisfaction, Benchmarking
• Cyber Security Standards implemented and maintained - protect perimeters, remote access, patch management, awareness, change management, etc.
• Corporate Global project - project management, reporting, vendor management, testing
• Patch Management - Shavlik patch management, monthly basis
• Vulnerability Management - OpenVAS, Symantec EndPoint, Kaspersky, FireEye, Cisco FirePOWER
• IT Projects management:
• Safety documents workflow system (Eclipse3 from Nisoft) - project manager from the customer side, resource planning, timing, management reporting, customers consulting, technical expertise
• IT Infrastructure monitoring system (PRTG Network Monitor) - project owner, project manager, timing, resource planning, reporting, technical expertise
• IT Assets Management - CMDB administration, inventory, documenting, compliance
• Inventory - reporting, data maintenance, reporting (Spiceworks, SQL, Excel)
• Policy development and maintenance - budgeting, renewal, usage, disposal
• Software Developers team management - tasks setting, code review, performance assessment
• Maintained full SDLC process to ensure sufficient development and update process
• ERP system environment support
• MS Terminal Server, MS SQL Server, Backup Exec, VMware
• Printing and scanning services, remote connections