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It Service Manager Resume

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

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