Dmitry Efremov Email & Phone Number

Internationally certified and acclaimed IT professional with more than 15 years of unique experience of participation in many complex projects with extensive technical background.Key achievements include:- Leading geographically distributed L1/L2 Support team and achieved 95% of SLA adherence in resolving customers tickets- Established an ITIL-aligned support process for new products from scratch, including setting up a workflow between L1/L2 and Site Reliability Engineering teams and a proper escalation model- Created and controlled implementation of Improvement plans within multiple ITSM areas including Incident & Service Request Management, Change Management and Problem Management areas- Developed and automated collection of a set of metrics to track support performance and ensure adherence to SLAs- Developed a feedback collection mechanism and continuously driving the feedback collection across major hubs in the firm to ensure an adequate level of customers satisfactionBilingual in English and Russian, result- and client-oriented and able to work in stressful environments.General Specialities: Team Management, Technical Support, Client Service Management (CSM), IT Service Management (ITSM), Incident Management, Problem Management, Change Management, Knowledge Management, Software Development Lifecycle (SDLC), DevOps, Agile, KanbanTechnical Specialities: ServiceNow, Jira, Bitbucket, TeamCity, Artifactory, Confluence, Python, Git, UNIX, Linux

Listed skills include Solaris, Aix, Veritas Cluster Server, Veritas Volume Manager, and 45 others.

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  Moscow State Institute Of Radio Engineering, Electronics And Automation (Technical University)

  Microelectronics And Solid State Electronics