EXPERIENCE:10 months of managing support services for 35 customers, terrific overload, and earning superhero multitasking skills1 year of support specifically for Abbott LTD as a premium customer, building managed services modela team of 25 consultants, 15 helpdesk specialists, 2 developers, a mobile developer, a tester, and on-demand experts for Marketing Cloud, QlikView supportACHIEVEMENTS:•Broght Service to the Zero Complaints State•Won Additional budget for 2021 from the key customer •Established Change Management and Release Management Processes•Managed over 10 Mobile App Releases to GoLive•Ensured Smooth Knowledge Transfer of over 15 new Projects to Support•Decreased Support tickets Backlog by half and kept it on a manageable scale•65% Reduction of Aging Tickets (Over 10 Days old) •All Consultants Got Certified Salesforce Admins•Service Automation, Team Self-Governance during my Vacation•Implemented Sync Radar Innovation for Proactive Support of the CT Mobile App•Arranged regular iOS Compatibility Tests for Upgrades Maintenance•Regular Salesforce Major Release Preparations •Grew a Knowledge Sharing Culture•Launched and Maintained Support Knowledge Base in Confluence•Created Deactivating User Procedure, Smar Visual Aids Procedure, etc.•Regression Testing Model •Abbott Solutions Roadmap•Service Catalog with Functional Points•Stabilization of Demanding Clients Attitude•Working Time Consumption within the Limits planned for the year•Time Tracking Report Improvement•Strong SLA Compliance•Support Request Standardization

ACHIEVEMENTS:- optimization of reporting, time costs are reduced by half;- improvement of Service Desk performance and image, access to the green zone, positive perception of work quality by the customer;- Involve Service Desk and On-Site Support in change management, process adoption, writing work instructions, creating standard change models, implementing effective practices;- Service Desk training procedure, onboarding time reduced by 30%;- Updating the personnel of the services, accepting and successfully passing the test of 5 persons, transferring to other roles 4 persons, firing 4 persons;- Reduction of tickets backlog to a manageable scale, strong compliance with SLA;- Service Desk Quality Control Procedure, improved documentation quality by 10%, positive feedback from the users;- Rules for reporting changes, no unauthorized or unannounced changes, meeting the risks of every major change in IT infrastructure;- a procedure for working with a knowledge base, increasing the competence of employees, timely availability of reliable information, reducing the cost of finding a solution again, optimizing the structure, building the info sharing culture, authorization of changes, regular audits for updating;- problem detection procedure, involvement of Service Desk and On-Site Support services in the problem management process, identification of triggers for problem registration, proactive problem management;- The procedure for supplementing the section of frequently asked questions (FAQ) on the Volkswagen portal, reducing the number of user requests on standard issues;- KPI development for Service Desk- Modification of the Service Desk structure-role model;- Conduct workshops, training, events with the aim of continuous improvement of the service quality and control of their effectiveness according to the PDCA;- Atos Corporate Accolade Award

ACHIEVEMENTS:– I carried out the Administration of the President of the Russian Federation network information call center project within the ES technical support team;– successfully I realized 3 all-Russian citizens reception day projects for ARF by providing the technological part of the event within the ES technical support team;– I processed over 4000 incidents and service requests related to the software, the computer equipment, and telephony;– I wrote and published more than 100 articles containing step-by-step instructions on typical error fixing;– I structured the "Help Desk Tutorial" section on an intro corporate portal;– I optimized Expert Solutions Help Desk (ESHD) registration system classification;– I developed DRP (disaster recovery plan) for the ESHD registration system;– I recorded and edited 7 video lessons and presentations about the ES software;– I trained 7 new employees for certification passing.