Anton Ivkin Email & Phone Number

Tbilisi, Georgia

Georgia

Moscow

Strategic Development:Developed and implemented the development strategy for the technical support service.Ensured uninterrupted provision of IT services for 3,000+ turnkey users and facilitated access for 40,000+ individuals.Process Optimization:Coordinated request processing in an 11/5 mode and promptly responded to mass incidents 24/7.Implemented effective user support processes to enhance service levels.Team Management:Planned, coordinated, and monitored the department's operations, overseeing 50 engineers (L1, L2, VIP) and 4 points of presence.Handled recruitment, development, and motivation of staff, including necessary dismissals.Projects and Initiatives:Initiated and led projects aimed at improving user service levels and the quality of services provided.Managed outsourcing resources, achieving a 5x reduction in expenses, including printing and multimedia.Analysis and Reporting:Analyzed user needs and generated reports based on key departmental SLA indicators.Innovations and Achievements:Successfully transitioned a significant portion of the department to remote work in 2020.Transitioned users to a domestically produced operating system.Achievements:Achieved outstanding service level indicators: SLA - 98-99%, SA - 99%, "CSAT" - 4.9/5 (evaluated for more than half of the requests).Established departmental operations with minimal manual intervention.Substantially increased productivity during the transition to remote work.Significantly reduced expenses, including a 5x reduction in printing costs.

Moscow

Main Responsibilities:- Managed the 2nd line of technical support.- Planned, coordinated, and monitored the department's activities.- Analyzed the efficiency of departmental processes and proposed optimizations.- Analyzed data on key SLA indicators for the department and generated reports.- Recruited, interviewed, and onboarded new engineers.- Worked on motivating and professionally developing engineers.- Participated in the development of normative and technical documentation.- Contributed to the formation and updating of the knowledge base.- Participated in projects in related areas, establishing effective communications.- Organized technical support for events of various scales, working with clients and contractors.Key Achievements:- As part of the ITSM implementation, acted as the customer for the Service Desk. Reorganized the department's workflow, established collaboration with related departments, and facilitated the user transition.- Recognized multiple times with letters of appreciation and honorary diplomas for contributing to the company's efficiency and diligent work. Featured on the company's honor board as one of the best employees.

Moscow

Main Responsibilities:- User support in the roles of L1 and L2;- Assembly of PCs, repairs, and upgrades;- Installation of computer and telephone networks;- Setup and administration of operating systems;- Installation and configuration of software;- Connection, setup, and ongoing maintenance (replacement/refilling of cartridges) of office equipment (printers, copiers, scanners).

Moscow

Main Responsibilities:- Development of the company's information infrastructure strategy, budgeting, and planning.- Optimization of expenses for equipment, software, communication (internet/telephony/mobile communication), consumables (cartridges, etc.), and sourcing new suppliers.- Development of regulations for working with the company's information resources, writing technical documentation, and user support.- Participation in website development.- Administration of the company's local network: * 3 servers (WinServ2003) - AD, DNS, DHCP, Terminal services, WSUS; * 1 server (Linux RedHat) - firebird; * 2 inter-network firewalls (Linux Slakeware/CentOS) - iptables/squid, firewall; * 46 workstations (Win XP).- Automation of information backup processes.- Administration of the mini-ATC based on Samsung equipment.- Remote support for users in regional offices, providing access to headquarters resources.- Repair and upgrading of the computer park, installation of computer and telephone networks.Achievements:During my tenure in the company, I significantly reduced communication expenses (telephony, including mobile, and internet), conducted activities to legalize the software used in the company, including the selection of free alternatives (open source), optimized expenses for consumables by changing printing equipment, and partially replaced server hardware.