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Systems Engineer Resume Profile

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KieV

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QUALIFICATION SUMMARY

11 years of experience in the Information Technology. Started as System Engineer and then moved to the Business Analyst of ITIL/ITSM methodology and tools 9 years experience in analysis with expertise in different technologies, business areas, application wide analysis, and proposal of solutions Process design experience ITSM software design, development, analysis and maintenance adding functionality within IT service management to improve IT reporting and processes Perform ITSM systems and process analysis, business process engineering improvements, and align IT process with ITILv3 framework Technical training and mentoring in all areas of ITSM application software including developing, supporting and training of user groups to ensure users can utilize new modules within the ITSM tool System automation business requirements and technical specifications for process integration Supporting and configuring the ITSM tool to produce effective usage by the Service Desk, Change Management, Incident Management, Request Fulfilment, Problem Management, and Configuration Management environments. Develops automated processes and assists in the creation of Standard Operating Procedures. Develop and manage corporate Disaster Recovery and Business Continuity Planning policies, design Business Impact Analysis. Experience in developing of Service Catalogue Experience as a client facing engineer Understanding of various solution development methodologies Strong problem solving Excellent attention to details, ability to multitask, and effective time management skill Relationship management with the ability to handle conflict and negotiations Knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations write specs, understand technical requirements and are able to guide a product or technical based project from conception to launch

TECHNICAL SKILLS

  • Platforms: Windows 7/Vista/XP, Mac OS X, UNIX/LINUX
  • Programming: HTML, SQL
  • Database: Oracle
  • Networking: TCP/IP, FTP, HTTP, Internet, Intranet
  • Virtualization: VMware workstation/VMware fusion
  • Applications: MS Office, Lotus Notes, SAP HR

EMPLOIMENT HISTORY

MTS Ukraine, Kiev, Ukraine

Computer System Engineer/Business Analyst ITSM

  • Performed ITSM Incident, Request Fulfilment, Change, Problem Management, and CMDB administration maintenance and upgrades resulting in identification and process improvement in reporting of problem and availability management. ITSM software design, development, analysis and maintenance adding functionality within IT service management to improve IT processes and reporting Assessed, developed, implemented and sustained Disaster Recovery and BIA plans and procedures Supporting and configuring the ITSM tool Developed of business and technical requirements for selection of a new ITSM tool Consulted and advised of personnel on ITIL
  • Manage project plan, resource schedule, status reports and key project metrics
  • Facilitated and led group discussions with cross functional teams

Systems Engineer

Led Access Control Group Solved out of the box situations and worked with complaints Performed trainings and provided guidance for employees Supported user environment with 5000 desktops Managed Service Desk Group schedule

Contact Center Engineer

  • Worked as a first line of support for external company's customers
  • Provided technical support to customers
  • Documented and resolved customer concerns raised during installations, operation, maintenance, product, application, and/or compatibility matters
  • Performed troubleshooting of customers' mobile devices issues

Professional Certifications

MOF Foundation 2012

ITIL Foundation 2014

TRAININGS

  • 10gSQL.Oracle 10g: SQL Foundation
  • 10gPLSQL.Oracle 10g: PL SQL Foundation
  • ITIL V2 Foundation
  • ITIL V3 Service Offerings and Agreements, Financial Management
  • ITIL V3 Operational Support and Analysis
  • ITIL V3 Service Offerings and Agreements, Service Level Management
  • Outlines Of Project Management
  • MOF Foundation
  • H4322SA, POSIX Shell Programming

REFERENCES

Available upon request.

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