Position: Technical Support Lead
Category: Support
English level: intermediate
Years of experience: 11

I`ve been working in IT - 10 years 
Hold a position of Group Manager - 7 years
I`m able to perform in public.
I`ve been providing a regular training of our SD system for new employees - 3 years.
Current work
Computer systems analyst (Team Lead)
August 2019 – Present

•Managing a Service Desk system "Manageengine servicedesk plus" in web interface
•SLA\Priority\Log work\Templates and other I integrate from scratch
•Working with both teams Help Desk and Admins 
•Process automatization in Service Desk
•Created about 100 templates for users’ requests
•Writing instructions and processes for the Service Desk system
•Control all of the tasks in the system

GROUP MANAGER
Apr 2013 - August 2019

• Working in Service Desk system with requests/incidents
• Organization and control of implementation local IT projects (tests/instructions/bugs)
• Responding of customers queries
• Writing knowledge articles (the local wiki)
• Responsible for 900 employees in the company
• Providing the training of the Service Desk system (Jira)
• Conducting interviews with new employees to the HD department
• Communication with other departments (administrative and customers)
• Coordinate my team of 5 people.
• KPI report every 3 months
• Solving Top Management requests
• Control projects relocations between offices and departments
• Support Audio/Video conferences (Zoom and Polycom)
• Choice the office Equipment (for our standard) (Printers/PC/Laptops/Hardware for PC/ etc)


HELP DESK ENGINEER
Aug 2011 – Apr 2013

• Prepare new workstations
• Technical support of the PCs, notebooks, net-tops, thin clients
• Support the education center 20 PC (virtual box\VMware) – now it is 100 PC
• Working with MMC console
• Installing and configure a Citrix client
• Cisco WebEx Web Conferencing
• WDS, MDT
• Setup VPN clients
• Windows 2000/XP/Vista/7/8/10
• Support Mac Os X
• Backup local data from PC (Acronis Disk Director) 
• Repair lost data files by programs
• Microsoft Office 2007-16
• True crypt, Bit locker
• Analog telephones
• IP telephones (Avaya)
• AD - only as a user (read and check info)
• SCCM - only as a user (read and check info)
• Understanding how it works:
DMZ, TCP/IP, UDP, DHCP, DNS, Domain Controllers, WSUS, SCCM, Proxy, Checkpoint


March 2008 – December 2010
SYSTEM ADMINISTRATOR (HELP DESK)
I`d like to get a new job, where I could realize all my experience, and learn something new for myself.