Position: Team Lead
Category: Support
English level: upper
Years of experience: 1.5


Subject Matter Knowledge / Expertise

•	Experience in B2B communication
•	Experience in building KPI systems
•	Documentation creation and structuring in Confluence
•	Experience operating in a ticketing system like JIRA
•	Good experience with Active Directory
•	Good soft-skills skills and ability to work in a team as well as independently
•	Strong knowledge of Microsoft Office 2016, 365 and Windows 10 OS
•	Familiarity with network (TCP\IP basis)
•	Basic knowledge Powershell
•	Knowledge of ITIL or alternative frameworks
•	Rootcause analysis
•	Excellent analytical skills, critical thinking
•	Flexible and stress-resistant

IT Service Desk Team Lead
may 2021 - Present (1 year 5 months)
• Active participation in recruitment, training, mentoring, evaluation and discipline
• Daily B2B communication with abroad customer
• Increased quality of closed reqeusts and incidents (communication, time)
• Reduced breached SLA by 40%
• Re-organized work schedule to increase performance
• General technical documentation creation at Confluence
• Participation in development and implementation of Incident Management, Problem Management, Change Management.
• Guided team to use Powershell scripts for more efficient work with user account management.
• Weekly root-cause analysis reports.
• Set goals and KPI`s for team to raise their skills and get higher roles.
• Assistance with Jira automatisation

IT Engineer
december 2018 - may 2021 (2 year 6 months)
• Monitoring of ticket systems, chats, servers.
• Create and manage tickets in JIRA
• Remote support of the company employees through N-Central, SCCM, Microsoft Teams, solving common daily problems with Microsoft Office applications, accesses and network connections, everyday communication via phone and chat with English speaking employees.
• User administration in AD
• Administrating with Powershell scripts
• Creation of the documentation
• Working with Microsoft Exchange

Diya
Tech Support
october 2018 - december 2018 (3 month)
• Monitoring students connection stability
• Remote troubleshooting issues with software and hardware on the students site