Position: Support Team Lead
Category: Support
English level: upper
Years of experience: 11

In 2020 successfully implemented the project of adaptation IT support to remote work - integration the new policies, and rules according to the Pandemic situation regarding business continuity needs.
My project team and I implemented an accelerated workstation preparation process (via Microsoft Deployment toolkit), which made it possible to reduce the technical onboarding process by 2-3 hours per employee. Which, in turn, made it possible to more efficiently use the resources of the team.
On-time control actuality of knowledge base and providing updates and training of new processes, policies, and procedures for the team.
An individual mentoring program for each subordinate has increased productivity by approx. 25% and reduces typical mistakes in tickets to 5% at adaption period.
Highly motivated and skilled professional in IT Support sphere with a passion for building effective service with perfect quality. I have been worked at IT Support for the last 5 years in Ciklum and lately occupied a Team Leader position with a team of 8 subordinates. During this period I have improved the quality of IT support services for the clients by identifying and solving gaps, inconsistencies and inefficiencies in existing processes and tools.
I have good skills in team management, motivation, teamwork and conflict resolution. Colleagues treat me as an initiative leader, oriented on the result.
While implementing and realization the Microsoft Deployment Toolkit project for 3 years, I have managed the distributed team of 4 subordinates.
Also, my strong sides are huge experience in troubleshooting standard and non-standard issues and the ability to work with limitations of resources.
I have a great understanding of operating systems administration, including Windows, MacOS &, Linux, end-user support, and a deep understanding of processes related to IT. For more than 10 years I was involved in the maintenance of network and IT infrastructure.
Built Windows Deployment Services for automatically preparing workstations with different configurations from scratch for a company with 1500 employees. The preparation of the workstations has been standardized.
I’m looking for a company where my skills and experience will be useful and relevant. Willing to help the company to reach its goals faster.
No night shifts.