Anna

Anna Lobko AT A GLANCE

IT Service Desk Manager | Technical Support 10+ years in IT Support & ITSM
Engineer Team management (7+ yrs, 500+ users)
ITIL V3 Certified | PMBOK 6
📍 Siedlce, Poland (Warszawa — 1h) | B2B Contract PL
Big4 experience (KPMG Ukraine)
✉ [open contact info](look above in the "contact info" section)
📞 [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) EN B2 | PL B2 | UA fluent
🔗 [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

Results-driven IT Service Desk Manager and Technical Support Engineer with 10+ years of experience in
enterprise IT environments. Proven track record of leading and growing support teams in large international
organizations (500+ employees), managing escalations, ITSM processes, and cross-functional projects.
Experienced in both hands-on technical support and service delivery management within Big4 and financial-
sector organizations. EU work authorization (Poland). Available for hybrid work in Warsaw area (2–3
days/week).

CORE TECHNICAL SKILLS

ITSM & Ticketing: ServiceNow | Jira | Confluence | ManageEngine
Infrastructure & Platforms: Active Directory | BitLocker | MS Office 365
CRM & Analytics: Pipedrive | Power BI | Microsoft Dynamics (basic) | Excel (advanced)
Frameworks & Certifications: ITIL V3 Foundation (PeopleCert, 2018) | PMBOK 6 Course |
Management: Team Leadership | SLA Management | Vendor Management | Knowledge Base |
Reporting

PROFESSIONAL EXPERIENCE

Softgile | IT Service SpecialistFeb 2025 – Feb 2026
International company (HQ Baku), Atlassian-focused, operating across CIS/Asia markets.
 Administered and supported Atlassian products (Jira, Confluence) for internal and client-facing teams
 Led end-to-end CRM migration from legacy system to Pipedrive: mapped business processes,
configured pipelines, integrated team workflows, and resolved data migration issues independently
 Built a comprehensive knowledge base in Confluence covering onboarding procedures, access rights
matrix, team permissions structure, and CRM user guides — adopted company-wide
 Prepared cost estimates for clients based on manager requirements; performed ongoing system
administration tasks

KPMG Ukraine | Supervisor, IT Service DeskOct 2020 – Oct 2024
Big4 professional services, 500+ internal users, global ITSM environment.
 Managed daily IT Service Desk operations, providing Tier 1–2 support and ensuring SLA compliance
across 500+ internal users
 Owned escalation process to Global IT teams via ServiceNow; acted as primary liaison between local
and global IT
 Developed and maintained IT policies, procedures, and instructions; built and continuously updated
internal knowledge base used by the entire IT team
 Coordinated vendors and contractors: managed contracts, invoices, SLAs, and service delivery quality
 Built Power BI dashboards for IT Service Desk reporting; analyzed trends and presented KPIs to
management
Key Projects:
 IT Infrastructure setup for new office expansion: led hardware procurement, network configuration, and
user onboarding for new premises
  ITSM & ERP system implementation: collaborated with Global IT team to evaluate, plan, and roll out
new ITSM and ERP platforms; developed support model and training materials for 500+ users
 Participated in financial year-end processes as IT representative for HR and Finance teams

KPMG Ukraine | Senior IT Specialist / Team LeadJul 2017 – Oct 2024
Promoted annually: Engineer → Senior Engineer → Team Lead → Supervisor (4 promotions in 7 years).
 Provided Tier 1–2 technical support for 500+ internal users: desktops, laptops, MS Office 365, Active
Directory, BitLocker
 Supported internal audit tools and proprietary KPMG platforms requiring specialized access and security
protocols
 Led a team of IT support specialists; onboarded and mentored junior engineers

CityPost | Technical Support SpecialistFeb 2015 – Jul 2017
 Delivered Tier 1–2 technical support for internal employees across hardware and software issues
 Prepared and analyzed operational reports in Excel; supported reporting workflows for management

PJSC UkrBusinessBank | Technical Support SpecialistSep 2011 – Feb 2015
 Provided internal IT support via ManageEngine ITSM; maintained client agreements and SLA
documentation
 Supported client-bank system: troubleshot connectivity, user access, and transaction processing issues
 Provided technical and informational support to bank clients (Sep 2011 – Aug 2013)

PrivatBank | Senior Customer Operations SpecialistNov 2006 – Sep 2011
 Delivered technical and operational support to bank customers and internal staff in a high-volume
contact center environment
 Supported payment processing, client-bank systems, and escalation handling for operational issues

EDUCATION

Donetsk National Technical University2001 – 2005
Master's Degree in Software for Automated Systems
Donetsk National University1998 – 2003
Master's Degree in Biochemistry

LANGUAGES

Ukrainian — Fluent (native) Russian — Fluent English — B2 (Upper-Intermediate) Polish — B2
(Upper-Intermediate)

CERTIFICATIONS

ITIL Foundation V3 — PeopleCert | ID: GR750459339HLAug 2018
PMBOK 6 — General Project Management Course (PMI framework)