Position: Head of Customer Support | Head of Operations | IT Services Consultant
Category: Support
English level: fluent
Years of experience: 10

- Built world-class IT HelpDesk and IT Support Teams from scratch serving 3600 employees around the world
- Developed, implemented, and documented all customer-related IT processes
- Set up team KPI to improve quality of support services and increase clients satisfaction
- Implemented education programs that led to internal promotions of more than 30 employees from my team to more valuable roles in the company
- Developed an efficient IT Service Catalog with SLA 
- Implemented a new IT Service Management system (ServiceNow) acting as its business owner
- Implemented the process of continual improvement of all IT services
- Developed technical Business Continuity Plan
Experienced IT Manager with 9 years of professional experience in international business.

- Management of IT Support & HelpDesk distributed teams (35 IT specialists in UA, BY, PL, ESP, USA, PK) ensuring clients satisfaction and team development
- Full support of the business needs from the IT Operations side
- Development, implementation, and improvement of ITIL processes such as Incident Management, Problem Management, Change Management, Knowledge Management, Service Level Management, Service Catalog, Financial Management etc.
- Setting up IT processes and continuous improvement of their maturity levels
- Development and improvement of the IT Service Catalog
- Establishment of the IT Disaster Recovery Plan and its management 
- Increase of the IT Budget transparency for the business and IT services quality for the clients
- Implementation of effective workflows with other internal departments

Excellent leadership and people management skills confirmed by 50+ LinkedIn connections
People management, process improvement, and service-related responsibilities are very important for me. Supporting internal and external customers is my passion.