Position: Head of Support/Project Manager
Category: Support
English level: fluent
Years of experience: 9

I am certified ITILv3 specialist. In 2021 I was nominated and made it to the finals of UK IT Industry Awards 2021

Education and training:
Dnipropetrovsk National University of Oles Honchar September 2009 – February 2015 (Bachelor and Master degree with honour) 
Faculty Subsection: International Economic Relations;
Management courses at Global Bilgi – 2017;
Conflict management - 2016;
Online, Udemy - ITIL Foundation (2011/v3) - 2019
ITIL v3 Certification Foundation - 2019
Online, Udemy - OKR Goal Setting 101 - 2019
Online, Udemy - Agile Crash Course: Agile Project Management; Agile Delivery - 2019;
Online, IAMPM, Supreme PM - Senior Project Management Course - 2021.
I possess more that 9 years of experience (Outsourcing & Managed Services) in Support area. During my career I have occupied different positions in mentioned area: Customer Support representative, Quality Assurance, Technical Support Engineer, Team Lead, Project/Delivery Manager, Line/People management.

Currently I work as Project/Delivery Manager.

Functions that I have mostly carried out included Project/Delivery management, Client Management, Support CoE/Unit growth, pre-sales.

To be more specific the list of actual day to day was:
- Projects On boarding from scratch;
- 2-4 teams management at once (up to 50 team members at once. Technical Support, NOC Engineers, DevOps);
- Pre-sales, RFI\RFP process, negotiations;
- Help develop and implement support initiatives including knowledge bases and documentation.
- Maintaining Knowledge bases (e.g. Confluence, Zendesk);
- Internal reporting systems adjustments and optimization;
- Regularly monitor Clients’ satisfaction;
- Monitor changing clients’ needs and proactively offer the right solutions out of the full spectrum of services available;
- Provide proactive constructive input to the internal organization on services and solutions that should be considered for improvement and/or creation;
- Manage risks, anticipate problems before they arise, and work with appropriate personnel to develop solutions;
- Email, voice and conference communication with customers and key stakeholders.
- Creating an inspiring team environment with an open communication culture;
- Monitor team’s work and day-to-day operations;
- Monitor team performance and report on metrics;
- Coordinate, monitor and motivate the team assigned to the project;
- Discover training need and provide coaching;
- Delegating tasks and setting deadlines for team;
- Hiring;
- Job Family / SFIA implementations, career path creation;
- Expanding Support Unit to other delivery locations.