Position: Senior IT Support engineer \ Team Leader
Category: Support
English level: upper
Years of experience: 11

International Company = IC

Managerial: 
* Significantly improved IT Support service.  - 2 IC.
* Close work with HR department to ensure that company processes are aligned between IT and HR. - 2 IC.
* Evaluating candidates, hiring, coaching and creating a professional IT Support team. 2 IC. 
* Rebuilding technical relationships between IC entities after russian full-scale invasion. 1 IC.

Technical: 
* Migration from Win 7 to Win 10 with all dependencies. 1 IC.
* Search, test and implementation of a ticket-handling system for an international company. 1 IC.
* Implementing live workload graphics for IT Support Department, based on SQL queries from a ticketing system and PowerBI. 1 IC.
* Moved 2 server rooms to different locations in Stockholm and London. 1 IC.
IT Manager
Dates Employed: October 2021 – July 2023
Employment Duration: 9 months
Areas of responsibility:
• Leading the internal IT Support in our day-to-day IT operations. Implementing best practice experience.
• User access management, endpoint maintenance and contributing to the overall improvement of our IT services.
• Licensing Management
• Equipment provisioning and procurement. 
• Leading and supporting project-related activities, new systems and services. 
• Collaboration with other teams and headquarters
• Creating and maintaining a knowledge base based on SharePoint.
• Developing and reviewing company policies, related to the IT department. 
• Create and update manuals and documentation.
• Hire, develop, mentor, and train the IT staff. 


IT Support Team Leader
Dates Employed: May 2015 – October 2022
Employment Duration: 7+ years
Main activities:
Controlling incoming flow of tickets, distribution process.
Maintaining a professional level of end-user support services.
Advising and\or solving the most difficult cases.
Monitoring KPI
Hardware inventory. 
Purchase new end-user equipment.
Sharing best practices with colleagues
Maintain an overall "health" status of IT equipment in all offices
Creating instructions and "How-to" video manuals
Azure, basic actions
Office 365 admin panel (Admin Center, license management, Exchange, SharePoint, etc.)
Managing users and computers accounts in AD, DNS, DHCP, SCCM, SfB Server (on-premise)
Creating GPO for various cases
etc.

Middle IT Engineer
Dates Employed: Mar 2013 – Feb 2015
Employment Duration: 2 yrs
Responsible for End User IT Support in Swedish Forex bank ( 1000+ employees) 

Main activities:
• Active Directory and DHCP \ managing computer and user accounts, OU and GPO.
• SCCM 2007 \ software distribution, troubleshooting, recovering client part.
• Install and maintain Windows-based servers and desktops.
• Supporting users and computers (2nd and 3rd line tasks).
• Performing incoming tasks from an Internal Ticket System.
• Communicating and troubleshooting with the third-party vendors.
• Installing, maintaining, and troubleshooting standard office software and specific bank programs.
• Communication and coordination of work activities with other technicians.
• Responsible for knowledge transfer and training of newcomers.
• Optimize processes in collaboration with other departments.
Wish to find a long relationship with a company that would like to receive a professional in the IT Support area for a fair reward.