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
