David Saldaev Email & Phone Number

Almaty, Kz

Almaty, Kazakhstan

Almaty, Kazakhstan

Responsibilities – basically the same as Technical Support Engineer plus more involvement in professional services like preparing projects for implementation with technical guidance.

Executing support as L3 B2B technical expert for Enterprise customers (via Remedy CSS).This is direct communication with RnD and VirusLab analysts (Antispam, Antiphishing, Antivirus, WRT, AMR ), raising issues / bugs / cases and delivering solutions for customers, including full troubleshooting, testing (this part relates also to new versions and products testing) and resolution scenarios (within SLA and KPI).Mostly working with Linux (CentOS / RHEL, Ubuntu, AstraLinux) and Windows… Show more Executing support as L3 B2B technical expert for Enterprise customers (via Remedy CSS).This is direct communication with RnD and VirusLab analysts (Antispam, Antiphishing, Antivirus, WRT, AMR ), raising issues / bugs / cases and delivering solutions for customers, including full troubleshooting, testing (this part relates also to new versions and products testing) and resolution scenarios (within SLA and KPI).Mostly working with Linux (CentOS / RHEL, Ubuntu, AstraLinux) and Windows based products, as well as virtualization platforms – VMware, KVM, Hyper-V according to our products system requirements, focus is:1) KATA – Anti targeted attack platform2) KEDR – Endpoint detection and response3) MDR – Managed detection and response4) KESL – Endpoint security for Linux5) KSB – Sandbox6) KRS – Research Sandbox7) Cloud EDR8) Threat Intelligence9) KSC – Security Center on-premises and cloud management platforms for endpoint solutions10) KUMA, Splunk – SIEM systemsWorking closely with Graphana, Prometheus, PostgreSQL, Elasticsearch.Preparing internal Lab environments for deployment and testing / reproducing scenarios, Professional services – participation in PoCs and deployment / configuration of our products in customers’ infrastructure.Knowledge and documentation sharing in Jira / Confluence, reporting part via PowerBI, remote sessions with customers via Bomgar / MS Teams / WebEx / etc.Before L3 I was working as L2 Technical Account Manager, mostly working directly with MSA Enteprise customers (all technical and organizational questions, contracts managements, presales activations), was promoted to L3 Technical Support Engineer after 1 year.Successfully passed more than 20 internal exams.Worked as top manager as well. Show less

Support and maintenance of IBM Softlayer and MS Azure cloud solutions – migration of local sites (Zero and minimal local infra), creation of new solutions in clouds, etc.Was team leader of local Moscow helpdesk for 1 year - as coach and mentor, with KPI quarterly review.Perform, keep on track and within budget Global projects, like migrations from local infra, servers inventory assessment, keep them updated and secured.Responsible for being the single point of technical… Show more Support and maintenance of IBM Softlayer and MS Azure cloud solutions – migration of local sites (Zero and minimal local infra), creation of new solutions in clouds, etc.Was team leader of local Moscow helpdesk for 1 year - as coach and mentor, with KPI quarterly review.Perform, keep on track and within budget Global projects, like migrations from local infra, servers inventory assessment, keep them updated and secured.Responsible for being the single point of technical excellence for complex Enterprise escalations, and driving resolution with the junior L1s to the end user, managing vendors, engineering, and other technical and non-technical stakeholders involved where appropriate.Cloud Networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing) and software troubleshooting.Highly complex technical issues requiring sound judgment in order to resolve problems and provide recommendations.Server Operating systems & Applications (Windows, Linux, Hyper-V, VMware Etc.), SQL Server installation, configuration and maintenance – local and cloud based.Collaborating with teammates, reproducing issues, and utilize documentation and the knowledgebase (e.g. Sysaid, IBM and MS Service desks) to bring issues to resolution.Backup solutions (Azure backup, Symantec, Acronis, Veeam, Unitrends, Netbackup, R1, urBackup, etc).Monitor infra via Sysaid/PRTG.Control licenses via Certero asset management.IBM/HP/Supermicro servers and other hardware, Cisco/HP/Aruba switches and wireless solutions.Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to complete satisfaction.Installation, operation, configuration, customization, performance, and usage of appliances.Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. Show less

Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach (Sysaid)Manages third-party vendors that provide IT Service Desk and network, infrastructure, phone, copier, and printer supportProvides PC and network support by overseeing the administration of the Local Area Network (LAN) for all assigned facilitiesManages memory usage of the network, network printing and network technical resourcesSupport… Show more Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach (Sysaid)Manages third-party vendors that provide IT Service Desk and network, infrastructure, phone, copier, and printer supportProvides PC and network support by overseeing the administration of the Local Area Network (LAN) for all assigned facilitiesManages memory usage of the network, network printing and network technical resourcesSupport and develop departmental processes, such as change management, incident management or problem managementAssist with or manage special IT-related projectsAssist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environmentManagement of end-to-end support processes and support governance of managed IT servicesManage Active Directory; create users, computers, and apply policiesCreate incident tickets and own the problem through closure for those incidents that can be resolved without assistanceCoordinating and performing work under general direction from their IT manager, in-line with GMIT policies and proceduresProficiency with PC-based Microsoft Office productsAble to work rotating shifts, holidays, weekends, and occasional overtimeSelf managing individual with good interpersonal and communication skills, able to work in a team environment with minimal supervisionEffectively manages time, prioritize, assign, and manage daily workloads Show less

Support, configuration and maintenance of servers’ equipment and users’ PC in order to reach continuous and outstanding performance.Manage AD users’ permissions.Configure servers’ equipment according to Global company policies and standards.Perform Antivirus maintenance (McAfee).Perform centralized management of system and office software.Configuration, monitoring and troubleshooting of backups (Symantec BackupExec) and monitoring solutions (Solarwinds… Show more Support, configuration and maintenance of servers’ equipment and users’ PC in order to reach continuous and outstanding performance.Manage AD users’ permissions.Configure servers’ equipment according to Global company policies and standards.Perform Antivirus maintenance (McAfee).Perform centralized management of system and office software.Configuration, monitoring and troubleshooting of backups (Symantec BackupExec) and monitoring solutions (Solarwinds Orion).Configuration, monitoring and troubleshooting of MS SQL Server, management of access rights, backups.Work as L1/L2 specialist on helpdesk – users’ requests/incidents according to SLA and company policies and procedures.Professional support and consulting to users in terms of IT.Be aligned with IT policies and procedures.Perform inventory of hardware and software, keep it up to date.Organization and configuration of Electronic document management system (Lotus Notes and MS FS).Be in contact with 3d parties about contracts and purchase orders.Support of regional offices/warehouses, if needed – with business trip on place.Coordinate with line manager KPIs. Show less

Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Support, configuration and maintenance of Microsoft Windows Server 2003/2008/2010 and Windows XP/Vista/7… Show more Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Support, configuration and maintenance of Microsoft Windows Server 2003/2008/2010 and Windows XP/Vista/7, Forefront Threat Management Gateaway.Support, configuration and maintenance of MS Active directory, MS Office, MS Exchange.Keep backup, antivirus, firewall services in good shape.Help with IT purchases, being in contact with suppliers.Keeping documentation up to date, performing of IT HW inventory.Support, configuration and maintenance of CCTV and Access control system (Parsec). Show less

Worked as top manager.Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Support, configuration and maintenance of Microsoft Windows Server 2003/2008/2010 and… Show more Worked as top manager.Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Support, configuration and maintenance of Microsoft Windows Server 2003/2008/2010 and Windows XP/Vista/7, Forefront Threat Management Gateaway.Support, configuration and maintenance of MS Active directory, MS Office, MS Exchange.Keep backup, antivirus, firewall services in good shape.Help with IT purchases, being in contact with suppliers.Keeping documentation up to date, performing of IT HW inventory.Support, configuration and maintenance of CCTV and Access control system (Parsec). Show less

Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Help with IT purchases, being in contact with suppliers.Keeping documentation up to date, performing of IT… Show more Maintenance, diagnostics and repair of IT hardware and office equipment.Organization and control of IT services.Support and maintenance of LAN/WLAN, installation and configuration of office equipment hardware.Helpdesk support, taking care of requests/incidents.Preparation of new workplaces for employees, including PC software/OS configuration.Help with IT purchases, being in contact with suppliers.Keeping documentation up to date, performing of IT HW inventory. Show less