Managing L1 and L2 support and DevOps team. Responsible for the day to day IT requirements of the company such as user management, troubleshooting, help and advice. Research and implement IT infrastructure system solutions.
Duties:

• Managing 4 employee’s support team
• GLPI-based ServiceDesk server implementation and maintaining
• Creating and providing support analytics, metrics, dashboards
• Manage the IT budgets and expenditure on hardware and software
• Project leading, research and new system implementation (ClickUp, Keeper Security, Discourse, telegram-bots, etc)
• Personnel training and development of instructions in new implemented systems
• Cloud architecture management
• Purchase of IT-equipment, licenses, servers, cloud and hosting tariffs and contracts management, etc
• Providing cyber-security solutions and projects in company
• Servers support for consumption (Ubuntu, CentOS, Debian, FreeBSD)
• Some python-coding skills and projects with the team - telegram bots
• Reporting to Holding CEO

Expert and software solutions in pharmaceutical business.

Managing L1 and L2 product support team of 15 technical specialists. Providing ITIL-based processes. Technical staff hiring and tutoring. Servicedesk and GitLab implementation.

Duties:

• Hiring and tutoring technical specialists for L1 and L2 product support
• Creation and managing 15 employee’s product support team
• Creating and implementing support workflows
• Creating and implementing one-entry-point paradigm for clients
• GLPI-based ServiceDesk server implementation and maintaining.
• SLA development
• Budget and motivation planning
• GitLab implementation
• Projects leading
• Creating and proving support analytics, metrics, dashboards
• Taking part in client’s technical meetings

Lead of six support teams from different company departments. Providing ITIL principles in the company. Upgrading support in the company to a new level. Making new uniting principles and policies for support specialists.

Duties:

• Managing 6 teams of support specialists (about 53 employees).

• Providing and supporting ITIL processes in the company.

• Making new features and rules to unite different support teams.

• Providing the next level of IT-support in the company.

• Making quarterly and yearly plans for the support department.

• Providing Jira service desk usage and upgrades in company departments.

• Employees mentoring and tutoring.

• Providing and developing dashboards and communicative channels (rocket-chat, telegram-bots and so on)/

• Reporting to the IT Director.

First and second line IT-support team. Providing ITIL principles in the company. Licenses, hardware and software acquisition management. Windows and Linux servers maintenance.

Duties:

• Managing a department of 3 technical staff.

• Responsible for hardware and software installation, maintenance and repair.

• Performing routine audits of systems and software.

• Manage the IT budgets and expenditure on hardware and software.

• Technical specifications and contract documentation support.

• Providing and supporting ITIL processes in the company.

• Installing and support service desk servers - GLPI, BPM-online.

• Installing and maintaining servers of "Automated system of electricity control and accounting" (CentOS-based system).

• Web-servers support - nginx, Apache.

• CentOS, Ubuntu and Windows servers maintenance.

• Creation of technical and administrative documentation.

• Taking part in periodical outer ISO-audits as head of IT-support.

• Reporting to the IT Director.

Responsible for the day to day IT requirements of the company such as user management, troubleshooting, help and advice. Maintaining desktop applications, local area networks, IT security and telecommunications.

Duties:

• Managing a team of 7 administrative & technical staff.

• Strengthening the IT infrastructure through implementing new technologies.

• Responsible for hardware and software installation, maintenance and repair.

• Performing routine audits of systems and software.

• Manage the IT budgets and expenditure on hardware and software.

• Developing & maintaining the company IT systems, software and databases.

• Recommending and implementing improvements and efficiencies.

• Reporting to the IT Director & Business Development Director.

• Management of server software and associated backup routines.

• To evaluate, test, advise, train and support IT related projects.

• Procurement of IT hardware, software and maintenance products & services.

• Responsible for the recruitment and training of new staff.

• Writing documentation for ICT procedures, security and disaster recovery.

• Maintaining documentation of changes regarding users, functions & systems.

• Managing the internal & hosted network infrastructure including: firewalls, servers, switches and telephony.