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Опыт работы

Service Manager

с 05.2018 по наст. время (6 лет)
DevOps, Support 24/7

Project Management (5 clients)
Project onboarding
Coordinate and manage team utilization
Time reporting review
Month report
Weekly syncup with client
People Management (30 DevOps)
Schedule feedback sessions and performance appraisals
Manage salaries
Provide feedback to employees on performance during the PA/feedback session
Plan and prepare career development plan and requirements for next steps

Project Manager

с 12.2017 по наст. время (6 лет 5 месяцев)
IT, WEB security

Primary Responsibilities:
• Drawing up a project plan
• Agreed terms with the customer.
• Analysis of possible risks.
• Tracking the status of the project
• Support for a transparent communication environment between all participants in the process
• Manage team and talent acquisition
• Coordinate cooperation with internal departments

Project Manager

с 06.2016 по наст. время (7 лет 11 месяцев)
IT, WEB security

Primary Responsibilities:
Ensure compliance with operational objectives, policies/procedures, work schedules, and reporting metrics.
Ensure policies/procedures and documentation accurately reflects current L1 practices; suggest changes/modifications when appropriate.
Ensure L1 engineers are effectively supported through day-to-day interaction, regular training, team meetings, on-call assistance, and individual coaching/mentoring.
Escalate in a timely manner, to appropriate individuals and teams, outage events and/or impairments and issues that cannot be resolved within appropriate timeframes to ensure efficient resolution and minimize impact to customers.
Prepare for and participate in CLCA's after outage causing event.
Administer performance reviews and mentor staff.
Coordinating project schedules, resources and information;
Achievements:
Implementation automation in project (tacks, reporting ect...)
Improvement SLA
Client NPS 10 from 10

User Support Coordinator

с 05.2011 по 06.2016 (5 лет 1 месяц)
SoftServe, Львов (IT)

Responsibilities:
Plan, coordinate and schedule user's desktops software, meeting rooms' desktops software and periphery devices, network printing devices maintenance
Coordinate workload and handle requests to engineers delegating tasks in accordance to task specific and support engineer capabilities to operate and close tickets effectively and efficiently
Detect potential problems based on incidents, discover roots of problems and resolve them, cooperating with other IT directions if it is required
Keep all related work procedures up to date with service catalogue - gather knowledgebase, edit or remove existing services, create new ones
Coordinate IT Resources for Business trips procedure.
Introducing and integrating new technologies into existing environments
Troubleshooting any reported problems
Documenting the configuration of the system
Budgeting process. Control expenses.
Achievements:
Implementation WDS (windows deploy service)
Backup for executive management

Lead of program-applied Group of the Lviv branch

с 06.2008 по 05.2011 (2 года 11 месяцев)
Ukrainian radio systems TM Beeline/Kyivstar, Львов (Telecommunications and networking)

Responsibilities:
Control and support of constant work of network and systems.
Control and accounting of the computer equipment usage.
Verification of how employees are following the internal IT policy.
Filing the application forms for services payments, office equipment maintenance, and telephone connections.
Control solving user problems in the set terms.
Control of DB backup copying of the branch using Symantec Backup Exec 12 for Windows Servers.
Support and monitoring of the IT cervices in branch departments (6 branches).
Client installation and control of anti-virus software of the branch using Symantec Endpoint Protection.
Achievements:
Planning of structured cable network (for 80 working places) in a new office, movement of servers into a new place, ATS and network equipment.
Transferring employees of Golden Telecom Company on network and services of Ukrainian radio systems, including company integration.
Increasing of information technology thread speed of between Lviv, Lutsk, and Rivne from 2mb/s to 40mb/s.

Образование

Lviv Polytechnic National University (Ukraine, Lviv)

Computer Faculty, Specialty – Computer Sciences, Львов
Высшее, с 1996 по 2001 (5 лет 10 месяцев)

Знание языков

Английский — продвинутый

Дополнительная информация

Courses, trainings, certificates
Scrum (Softserve internal exam) 2017
ITIL® Foundation Certificate in IT Service Management 2014
ITIL® Foundation Certificate in IT Service Management Certification MCITP
2012
IT professional: Enterprise Desktop Administrator on Windows 7 Certification MCTS 2012
Windows Server 2008 Network Infrastructure, Configuring
Certification MCTS 2012
Windows 7, Deploying Windows and Office 2010
Certification MCTS 2011
TS: Windows 7, Configuring

Driving license
category B, C, car available.

Language Skills
English (upper intermediate)