Катерина

Kateryna Shestopal

Location: Kyiv (hybrid/remote)

LinkedIn: Kateryna Shestopal
phone: [open contact info](look above in the "contact info" section)
email: [open contact info](look above in the "contact info" section)

Application Support Engineer | Ivanti / ITSM

Professional Experience

GMS, Kyiv
IT Service Management (ITSM) Unit Manager
Mar 2021 - Present
- Administering and configuring Ivanti Neurons for ITSM platform: building workflows,
forms, business rules, SLA policies, and automations to support internal users;
- Collaborating with key users and business stakeholders to introduce new processes
and implement changes in the ITSM system; gathering requirements;
- Maintaining and supporting complex workflow logic, SLA agreements, approval
chains, and business rules across Incident, Request, and Change Management
processes;
- Ensuring technical integration and alignment of new solutions with adjacent systems;
successfully passed ISO 27001 internal and external audits as process owner;
- Testing, analyzing, and localizing issues in Ivanti platform configurations;
coordinating with the integration vendor for complex technical resolutions;
- Applying front-end development skills (HTML, CSS, JavaScript) to customize Ivanti
interface components and improve user experience;
- Managing a team of 3 ITSM specialists; providing internal user training and system
adoption support;
- Monitoring system performance, escalating issues to ensure service continuity, and
maintaining process documentation aligned with ITIL v4.

Service Desk Engineer
Nov 2018 - Mar 2021
- Delivered 0 and 1st line support to internal users, ensuring timely resolution of
technical issues;
- Created, assigned, and monitored ITSM tickets (Incidents, Requests, Problems, and
Changes) in line with SLA/OLA targets;
- Ensured compliance with SLA by tracking task progress and escalating where
necessary;
- Analyzed service desk statistics to identify recurring issues and propose process
improvements;
 - Supported Change Management processes, coordinated with stakeholders, and
organized CAB (Change Advisory Board) meetings;
- Maintained and updated documentation related to ITSM processes, including
procedures, policies, and workflows.

Testing Engineer
Dec 2017 - Oct 2018
- Identified unauthorized SMS termination routes;
- Monitoring of traffic volumes on telecom operators' networks according to established
criteria;
- Generating reports on the status of detected illegal routes;
- Development and implementation of automation and optimization tools for testing
mechanisms.

Binotell, Kyiv
Technical Support Engineer
Feb 2017 - Jul 2017
- Provided technical support to customers using the company’s IP telephony services;
- Configured and updated IP telephony equipment settings (SIP phones, gateways,
softphones);
- Created and modified customer call handling scenarios (inbound, outbound, IVR
flows) within the internal CRM system.

Skills
ITSM Tools: Ivanti Neurons for ITSM (admin & configuration), GLPI
ITIL v4 Processes: Incident, Request, Problem, Change Management
Process Documentation & Mapping (BPMN, Bizagi, XMind)
SQL: basic level (currently developing);
Front-end basics: HTML, CSS, JavaScript;
Others: Office 365, ClickUp.

Languages
Ukrainian - native;
English - upper-intermediate.

Education
State University of Telecommunications
Kyiv (2016-2018)
Master's degree in Telecommunications and Radio Engineering

National University «Yuri Kondratyuk Poltava Polytechnic»
Poltava (2012-2016)
Bachelor, Telecommunications