Position: Head of Help Desk
Category: Support
English level: upper
Years of experience: 11

AZ-900 Microsoft Azure Fundamentals certificate
Detailed description is provided in attached CV

 Registered any security support requests via Jira Service Management
 Provided weekly/monthly reports to stakeholders
 Analyzed and implemented security advisories from 3rd party vendors
 Monitored threats
 Malicious IPs and hosts blocking
 Related Confluence KB support/filling

 Supervised the Help Desk Department
 Established IT processes and built the team
 Designed and implemented the ITIL/ITSM processes
 Designed the ITSM system
 Resolved incidents and other requests under the current SLA
 Conducted trainings to newcomers
 Coordinated the collaboration with contractors and suppliers
 Conducted CSAT to improve the level of satisfaction with IT services
 Generated and analyzed monthly charging reports of IT services
 Implemented and maintained the knowledge base