Катерина

Kateryna Shestopal
Age: 29
Location: Kyiv (office/remote)

LinkedIn: Kateryna Shestopal
phone: [відкрити контакти](див. вище в блоці «контактна інформація») (telegram)
email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Professional Experience

GMS, Kyiv
IT Service Management (ITSM) Unit Manager
Mar 2021 - Present
-​ Leading a team responsible for IT operations and technical support services,
managing core ITSM processes including Incident, Problem, Request, and Change
Management;
-​ Key participant in the successful implementation and migration from the previous
ITSM system, GLPI, to the new one, Ivanti Neurons for ITSM: gathering business
requirements, executing full-cycle testing, and supporting go-live;
-​ After handover from the integrators, responsible for ongoing administration and
development of the Ivanti ITSM system, including modifying workflows, business
rules, and interface elements to support continuous improvement;
-​ Delivering user training and conducting system presentations to ensure effective
adoption of the new ITSM system;
-​ Documenting business processes, procedures, and policies aligned with ITIL to ITSM
processes (Incident, Request, Problem, and Change Management);
-​ Ensuring process compliance through successful completion of internal and external
audits.

Service Desk Engineer
Nov 2018 - Mar 2021
-​ Delivered 1st and 2nd 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 service level agreements 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;
 -​ Collected and prepared data for internal and external audits to ensure alignment with
compliance standards.

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
Ivanti Neurons for ITSM; ITIL v4 Processes (Incident, Change, Request, Problem); Workflow
Automation; Office 365; ClickUp, Bizagi, BPMN / Process Mapping; Testing; Team
Collaboration.

Languages
Ukrainian - native;
English - upper-intermediate.

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

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