Oleg

OLEG SHESTOPALOV
OPERATIONS MANAGER
Zhytomyr, Ukraine • [відкрити контакти](див. вище в блоці «контактна інформація») • [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Operations Manager with 2 years of experience building and coordinating workflows, monitoring SLA compliance, managing vendors (15+
international and Ukrainian partners), and delivering data-driven reporting. Holds a Master's degree in Management, completed the
"Management in Product IT" intensive program by Genesis, and has a strong technical background. Highly detail-oriented, adept at digitizing
routine processes, and fluent in business metrics. Advanced English speaker (C1). Seeking to leverage operational expertise at giftmall to
establish transparent Asana workflows, manage vendor relationships and access controls, and guarantee seamless IT service continuity.

KEY COMPETENCIES
• Request & Incident Management: Centralized multi-channel requests into a Single Point of Contact (SPOC), handled qualification/
prioritization (P1–P4), monitored SLA compliance, and maintained incident chronologies.
• Vendor Management: Tracked subscription renewal schedules, conducted audits of inactive user accounts, and managed relationships
with 15+ international and Ukrainian partners.
• Access Control & Compliance (IAM / RBAC): Designed role-based access models, controlled permission granting, maintained
Onboarding/Offboarding checklists, and led access audits.
• Metrics & Data-Driven Operations: Developed monthly executive operational reports translating workflow metrics into business
insights, analyzed ticket resolution root causes, and defended proposals with data.
• No-Code Technical Literacy: Practical technical foundation to scope, assign, and verify engineering tasks (DNS, TLS/SSL, Backup/
Restore, WAF, SPF/DKIM/DMARC, Database Permissions).
• Process Automation & Tools: Designed end-to-end task tracker workflows (Asana: Forms, Rules, Templates) and integrated AI tools to
automate routine operational tasks.

PROFESSIONAL EXPERIENCE
Process Coordinator / Operations Manager | Agrofond
Managerial Position | 2 Years
• Request Flow Consolidation: Consolidated internal and external request streams from 15+ international and local partners into a single
centralized system, ensuring zero process downtime and strict SLA adherence.
• Vendor & Contract Management: Maintained contract registries, tracked service renewals, and scheduled vendor payments, directly
optimizing operating expenditures.
• Analytics & Executive Reporting: Implemented monthly operational reporting for executive leadership, digitizing KPI performance,
trend analysis, and workflow bottlenecks.
• Documentation & Logging: Maintained immaculate operational documentation, logged root causes for task closures, and built incident
timelines for process deviations.
• Onboarding & Training: Co-managed recruitment, onboarding, and training of new team members on corporate communication
standards and documentation workflows.

EDUCATION & QUALIFICATIONS SKILLS & TOOLS
Management in Product IT (Internship Course) ITSM / ITIL Frameworks
Genesis, Product IT Foundation for Education, KSE | Oct 2024 Incident/Request/Problem Mgmt, SLA/OLA, IAM (RBAC), Service
Desk, Risk Register
Master’s Degree in Management
Zhytomyr Polytechnic State University | Dec 2024 Tools & Software
Junior Specialist in Electric Power Engineering Asana (Forms, Rules, Custom Fields), Google Workspace, MS
Office
Zhytomyr Technological Professional College of KNUBA | Jun 2021
Languages
Ukrainian (Native) English (C1 Advanced)

Russian (Native)

PERSONAL QUALITIES
Perfectionism & Clear Writing Data-Driven Decision Making Systems Thinking Proactivity Stress Resilience

Integrity & Transparency