Position: Operations Team Lead
Category: Support
English level: upper
Years of experience: 9

Achievements:
• Using the PowerShell Exchange API implemented automatically notify about critical issues and high priority incidents directly in common messengers;
• Using the PowerShell, implemented the monitoring system for the expiration of the server security certificates; 
• Organization of the self-organized work of the 2nd support level;
• Take responsibility for deploying the non-production systems to the operations team from the developers. It increased the everyday productivity of the development team by 5 hours per month;
• Created and implemented an emergency plan in case of all internal approvers are missing and increased the general support level on German holidays;
• The knowledge base within Confluence was increased by 30%;
• Company software installation automation with PowerShell. I increased the time of the deployment about seven times (to 20-30 minutes for ten applications instead of 6 hours before)
• Created a network with primary 3rd party teams to escalate high priority problems directly to the key persons;
Bringing the time of the first reaction to the client's request and transfer to the required specialist up to 5 minutes (85% about 30 seconds);
Using the JIRA API implemented automatically notify about critical issues, acceptance, and assignee of issues;
Creation ChatOps bot in slack with Python to deploy new software versions to test environments; 
Organization of the work of the 0 and 1st support levels;
Implementing & filling the knowledge base using Confluence;
Company software installation automation with PowerShell;
Performed migration JIRA from version 6.4 to 7.13;
Performed migration Confluence from version 5.6.1 to 6.13;
February 2021 – present time. 
Information Technology Operations Team LeadInformation Technology Operations Team Lead
CGF CounselGroupFrankfurt AG
BMW Core assets management system
Technologies: .NET, Angular, React.js, Vue.js, Oracle Database
Team: 6 employees
Responsibilities:
• Control and coordinate the work of the operations team;
• Coordination of filling the knowledge base;
• Monitoring SLA compliance;
• Escalation of incidents at the internal and external levels;
• Processing incidents on the 2nd and 3rd lines;
• Writing scripts, procedures, functions on T-SQL;
• Deployment of the new versions of software;
• Install new environments (.NET Core) using PowerShell scripts;
• Provide remote support via VPN Connection, RDP, ticket, phone, Teams, Skype;

August 2012 – February 2021. LIME SYSTEMS (200+ employees) 
GOLD-partner of Microsoft. Leading software developer for the banking sector.
March 2014 - February 2021. Head of the Service Desk department (4 employees).
Responsibilities:
•	Writing scripts, procedures, functions on T-SQL;
•	Transfer of clients to new versions of software;
•	Install new internal test environments (.NET Framework, .NET Core) using PowerShell scripts;
•	Install new test and production environments (.NET Framework, .NET Core) for external clients using PowerShell scripts;
•	Provide remote support via VPN Connection, RDP, ticket, phone;
•	Control and coordination of the work of the 0 and 1st support lines;
•	Coordination of filling the knowledge base of the company's products;
•	Monitoring and support of client requests with non-standard terms of service; 
•	Monitoring SLA compliance;
•	Escalation of incidents at the internal and external levels;
•	Processing incidents on the 2nd line as the technologist of the assigned area;
•	Administration of Atlassian products (JIRA Software, Confluence);
•	Automate JIRA processes via Python for JIRA API;
•	Configuring JIRA Workflow; 
•	User administration JIRA, writing reports from JIRA with Pocket SQL-to-Confluence, Power BI