Олег

OLEG SHESTOPALOV
Operations Manager
Zhytomyr, Zhytomyr Oblast, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

ABOUT ME
Operations Manager with 3 years and 8 months of experience building and coordinating workflows, monitoring SLA
compliance, managing vendors (15+ foreign and Ukrainian partners), and reporting. Holds a higher management
degree (Master's in Management), is a graduate of the “Management in Product IT” internship program by Genesis,
and has a professional technical education.
Highly detail-oriented, skilled at digitizing routine processes and communicating with business stakeholders in the
language of metrics and data. Fluent in English (C1). Looking to apply this experience to build a transparent request
flow, manage access rights and vendors.

KEY COMPETENCIES
● Request & Incident Management: consolidating inquiries into a single point of contact, qualification and
prioritization (P1–P4), SLA tracking, and maintaining incident timelines and protocols.
● Vendor & License Management: tracking subscription renewal deadlines, auditing inactive accounts, liaising
with 15+ foreign and local partners.
● Access Control & Governance (IAM / RBAC): developing and implementing role-based access models,
controlling access provisioning, maintaining Onboarding/Offboarding checklists, and conducting access
audits.
● Metrics & Reporting (Data-Driven Ops): preparing monthly operational reports for leadership in the
language of business, analyzing ticket-closure causes, and backing positions with data.
● No-Code Technical Literacy: basic engineering awareness for setting and verifying tasks for engineers (DNS,
TLS/SSL, backups/restore, WAF, SPF/DKIM/DMARC, database permissions).
● Automation & Tools: building processes in task trackers (Asana: Forms, Rules, Templates), using AI tools to
handle routine tasks.

PERSONAL QUALITIES
Perfectionism and meticulous writing • Ability to back decisions with data • Systems thinking • Proactivity •
Resilience in critical situations • Honesty and transparency

SKILLS & TOOLS
● ITSM / ITIL Concepts: Incident / Request / Problem Management, SLA/OLA, IAM (RBAC), Service Desk, Risk
Register.
● Tools: Asana (Forms, Rules, Custom Fields), Google Workspace, MS Office (Word, Excel, PowerPoint).
● Technical Awareness: DNS, TLS, WAF, SPF/DKIM/DMARC, Backup & Recovery, Database permissions.
● Languages: Ukrainian — native, English — Advanced (C1), Russian — native.

PROFESSIONAL EXPERIENCE
Process Coordinator / Operations Manager | Agrofond
Management position | 2 years
● Organizing the Request Flow: Consolidated internal and external requests from 15+ foreign and Ukrainian
partners into a single system, ensuring uninterrupted processes and adherence to response deadlines.
● Vendor & Contract Management: Maintained contract records and tracked service renewal and payment
deadlines, optimizing operating costs.
● Analytics & Data-Driven Reporting: Implemented monthly reporting for top management, digitizing key
operational metrics to show trends and process bottlenecks.
● Documentation & Timeline Tracking: Maintained meticulous internal documentation, recorded reasons for
task closures, and tracked the timeline of deviations from standard procedures.
● Onboarding & Training: Took part in recruiting, onboarding, and training new employees on internal
communication standards and document handling.

EDUCATION & CERTIFICATIONS
● “Management in Product IT” Internship Program — Genesis, Product IT Foundation for Education, KSE
(October 2024)
● Master's Degree in Management — Zhytomyr Polytechnic State University (December 2024)
● Junior Specialist in Electric Power Engineering — Zhytomyr Technological Professional College (a division of
KNUCA) (June 2021) — basic technical/engineering training