Position: Customer Support Team Leader
Category: Lead
English level: fluent
Years of experience: 5

Certification: ITIL® Foundation Certificate in IT Service Management

•	Development of 2nd  line support procedures and guidelines from the scratch based on ITIL methodology
•	Continuous service monitoring and improvement to meet customer service level agreements
•	KPI metrics elaboration and collection
•	Business trips organization and conduction 
•	Communication and negotiations with both customers and 3rd party vendors
•	Successfully developed and managed the process of support engineers hiring and training 
•	On boarding of new projects, technical documentation and processes establishment based on ITIL
•	Monitored employee performance and performed required appraisals
•	Technical Support, Problem Solving and Analysis, Leadership Development
•	Staff Supervision, Process Improvement, Target Achievement
•	Relationship and Team Building, Training and Development, Strategic Planning
•	Customer Relations, Project Coordination, Policy Development
•	Coaching, Communication Skills

Atlassian JIRA and Confluence, Outlook, HPSM, Salesforce, Zendesk, Microsoft Dynamics CRM, One Drive for Business, Power Point, Excel, Word.