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Work experience

Head of Support

from 10.2007 to 01.2010 (2 years 3 months)
Parallels, Lviv (Auto business and auto service)

•Build team; implement company and industry standards in Lviv office;
•Develop processes and workflows follow recognized industry standards such COPC, J.D. Power etc.;
•Provide proper supervision as the management head to the supporting staff and other product support professionals;
•Review and analyze indicators in order to drive team performance;
•Implement new performance management scheme to improve customer satisfaction and service quality with lowering costs;
•Implement department and engineer unified scorecards, support quality assurance system
•Develop and implement customer satisfaction management process, surveys etc.
•Participate in recruiting process
•Develop staffing and scheduling model
•Organize and supervise three-level support structure
•Manage team motivation scheme;

Support Team Leader

from 05.2004 to 10.2007 (3 years 5 months)
Positive Software Corporation, Lviv (Software development and support)

•Support team organization and supervision;
•Support quality monitoring and analyzing;
•Strategic planning;
•Working with strategic partners on implementing H-Sphere;
•Adapt new trouble ticket systems;
•Monitor support first level group;
•Develop contact avoidance scheme, case management and contact tracking
•Develop staffing and scheduling model
•Monitoring technical aspects related to product releases;
•Developing and managing 3rd line interaction scheme

System Administrator

from 08.2000 to 05.2004 (3 years 9 months)
Positive Software Corporation, Lviv (Software development and support)

•Support and maintenance range of Positive Software company products;
•Compiling and/or configuring third-party products, services etc.
•Integration hosting product with third party software;
•End-user H-Sphere installation database optimization;
Software and systems:
Qmail, Apache, PostgreSQL, MySQL, Java, Bind 8/9, FTP, EZMLM, PHP and other related software;
OS:
Linux (Red Hat based, Debian based), FreeBSD, Solaris

Education

Lviv National Polytechnic University

Information control systems and technologies, Lviv
Higher, from 1994 to 1998 (4 years 3 months)

Master degree in Computer Sciences

Knowledge and skills

Language proficiencies

• English — average
• Russian — fluent
• Ukrainian — fluent
• Polish — beginner

Additional information

ACADEMIC BACKGROUND:

•Master of Computer Science and Information Technologies Degree from Lviv National Polytechnic University in 1998 at Information control systems and technologies as the major.
•Bachelor of Science Degree of Computer Science and Information Technologies Degree from Lviv National Polytechnic University in 1997.

Administrative skills:
•Customer technical support team building, managing and supervising
•Leading, managing, monitoring and coaching people and processes to ensure performance and effectiveness, handling daily/weekly/monthly production reports
•Strategic planning and forecasting.
•Workload monitoring and analyzing, quality monitoring.
•Processes and workflow creation and mapping.
•J.D. Power, COPC, ISO9000 support standards implementing
•Participation in corporate support department standards, procedures, workflow creation and adaptation
•Experience in motivating persuasively and getting results through working with others
•Coaching and supervising group leaders
•Phone support developing and handling
•Managing team of 25+ engineers, two levels of support for 5+ years

Technical skills:
•Programming languages: Perl, Shell, awk
•Technologies: TCP/IP Networking, SCS, RDBMS, network monitoring and IDS, Wireless networking,
•Protocols: TCP/IP, SMTP, POP3, HTTP, FTP, NNTP, PPP
•Internet services: DNS , NFS, FTP, HTTP servers, etc
•Virtualization: VMware, Virtuozzo, Parallels Desktop, VPS
•Operating systems: FreeBSD, Linux (Red Hat, Fedora, Debian, Suse, Trustix), Solaris, Windows XP/9x, Mac OS X
•Tools: Linux based tools for remote and local administering, Windows tools for local administering Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Outlook), Lotus Notes, Linux/Windows office tools and system applications

SUMMARY OF QUALIFICATION:

12 years experience in IT area including 6 years of management experience (25 engineers).
Working with wide range of operating systems. Strong expertise working in a high profile, global environment, coupled with strong experience in applications support and support processes, specifically ITIL. Hands-on experience in a key development role on major projects and strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels and within a diverse cultural environment. Working across multiple time zones as part of a virtual team. Experience in providing management oversight of projects, providing recommendations on value adding approaches for Transition & Supportability, forecasting resource requirements for Transition & Supportability across projects, resourcing Transition roles and providing ongoing mentoring & coaching on Transition & Supportability processes and deliverables and ensuring the deployment of Global standard processes (including Problem & Incident, Change & Release, Service Level Management, Demand Management) and tools prior to go-live. Work in close collaboration with the customer manager to ensure alignment of the OLAs with the customer SLAs. Putting in place a workgroup organization to manage all ITIL service support processes. Participation in global process engineering meetings held across the enterprise. Training and supporting management and team leaders, following-up end user trainings. Defining and implementing optimized ITIL Service Level Management and support processes. Participating in developing and implementing a real-time system to monitor service metrics and critical KPIs Direct participation in the developing process as system integrator. Technical support of customers remotely and working with strategic partners. More than 8 years of experience in supporting and administration of the Unix-based Systems, administration Microsoft Windows workstations.