Position: Technical support team lead | Helpdesk team lead | Service desk team lead
Category: Support
English level: intermediate
Years of experience: 11

5+ years of technical support management experience;
Experience in the formation and development of a support team from scratch;
Positive experience in implementing ticket systems and SLA;
Management skills and workload distribution for a department of 10+ employees;
Experience in recruiting and successfully mentoring new team members;
Ability to diagnose computers and components (hard);
Successful process automation Implementation skills.
Technical support team lead | 02.2018 - present time
KONTRAMARKA (www.kontramarka.ua) - national ticket operator

Management of the Technical Support Department and the Call Center of the company.
Development of regulations, procedures for the work of the department, control of reporting, planning.
Building processes for processing client requests
Documenting identified bugs and errors in the ticketing system.
Development of reference documentation and FAQ.
Feedback and CSAT analytics, development of technical specifications for system improvement.
Successful technical support for users in more than 40 theaters in Ukraine.
Cooperation with 10 football clubs of the Ukrainian Premier League.
Organization of trouble-free operation of the ticket validity system for such projects as:
UEFA Champion Ligue Final 2018, Imagine Dragons, Super Cup of Ukraine, Okean Elzy, Kiss, as well as all matches of FC Dynamo Kiev at NSC Olimpiyskiy.

Head of IT department | 06.2016 - 01.2018
TOV “UKRKATALOG” - online trade in household goods

Organization of effective work of the IT department, recruitment, distribution of roles for two system administrators.
Development, implementation and management of the company domain structure (AD,WSUS,DFS,VPN,RDP,GPO).
Implementation of a data backup system.
Team management, prioritization, implementation
motivation system.
Preparation and coordination of the budget for the purchase of the necessary equipment and payment for the services used.
Monitoring compliance with information security measures.
Creation of technical documentation.

Senior System Administrator | 04.2014 - 05.2016
WebMoney (www.webmoney.ua) - e-commerce

Administration, control of domain group policies.
Purchase, configuration and diagnostics of IT equipment and components.
Support for the health of about 50 computers, office equipment and PBX Panasonic;
Technical support Team lead / Service desk Team lead  / Helpdesk Team Lead position remotely. Right now I'm in Stadtallendorf, Germany.