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


GEFCO (logictics). Moscow, Russia
Head of Local Infrastructure & Operations IT Division. May 2022 – Jul 2022
•	Supervised and coordinated the work of the second-line IT support using ServiceNow to track and solve tickets.
•	Increased SLA fulfillment to 99.99% due to daily backlog work.
•	Completed the migration of the company's IT assets from European datacenters (MS Azure) to the Russian one.
•	Launched the company's knowledge base using Confluence to store the accumulated experience and transfer it to the new employees.
* The company have left local market.

2022 FIVB Volleyball Men's World Championship in Russia LOC (sports). Moscow, Russia
Head of Systems Administration & Technical Support Department. Jun 2021 – May 2022
•	Supervised and coordinated the work of the first- and second-line IT support (5 people overall) using Redmine to track and solve tickets.
•	Day-to-day running of the service desk and monitoring compliance with SLA.
•	Negotiated with telecom operators, providing mobile and internet connection at the World Cup venues.
•	Described technical requirements for the hardware, software and IT services.
* FIVB Volleyball Men's World Championship in Russia have been cancelled.

Dermatovenerologic Dispensary (medicine). Rostov-on-Don, Russia
Head of IT. Mar 2017 – Jun 2021
•	Led the digital transformation of the organization.
•	Managed the process of implementing a medical information system (Bars.Healthcare).
•	Created and led the first- and second-line IT support from scratch (15 people overall).
•	Automated information interaction with external services.
•	Minimized the number of incidents on the server and network infrastructure.

Kadet (commerce). Rostov-on-Don, Russia
System Administrator & Technical support specialist. Sep 2013 – Mar 2017
•	Day-to-day running of the service desk and problem solving.
•	Server hardware management (DC, WSUS, GW etc.).
•	Active Directory management.
•	Preparing and configuring workstations.

Federal Tax Service. Rostov-on-Don, Russia
System Administrator & Technical support specialist. Oct 2009 – Sep 2013
•	Server hardware management (DC, WSUS, GW etc.).
•	Active Directory management.
•	Preparing and configuring workstations.