Eugene Morgun Email & Phone Number

Madrid, Es

Madrid, Community Of Madrid, Spain

IT Vendor Manager for Boehringer Ingelheim

Madrid, Community Of Madrid, Spain

Primary Responsibilities:- Reporting to the Head of Governance & Processes, leading the ITSM function.- Supporting effective IT Service Management, defining and implementing end-to-end ITSM processes across the IT Organization and Business.- Managing change processes, including stakeholder management, communications, and documentation.- Ensuring end-to-end process harmonization across all ITSM processes.Specific Responsibilities:- Defining and implementing ITSM end-to-end processes and subprocesses.- Developing IT Service Catalogues and Service Level Agreements.- Documenting ITSM processes and keeping them up-to-date.- Planning and defining process improvements to elevate ITSM process maturity.- Collaborating with IT Business Managers and Heads of IT Areas to drive continuous improvement in ITSM standards.- Monitoring KPIs related to ITSM Processes.- Drafting training materials and conducting training sessions.

Madrid, Community Of Madrid, Spain

Service Request Catalog Manager and Incident Management / Major Incident Management process ownerResponsible for Service Request Catalog creation, the transition of the ITSM processes to the ServiceNow tool, and owning Incident Management and Major Incident Management processes. Achievements: -Transition of the IT Service Management processes from the Service Desk Plus ITSM tool to the ServiceNow ITSM tool (5 months of preparation and implementation)-Design, creation, and implementation of the Service Request Catalog (implementation of 200+ new services to the Catalog)-Improvement of the Incident and Major Incident Management processes-Design and implementation of a new project to the business as usual (15 projects)

Madrid, Community Of Madrid, Spain

Responsible for the creation, implementation, and continuous improvement of Incident Management, Major Incident Management, Request Management, Knowledge Management, Alert Management, Vendor Management, and Reporting processes.Achievements:-Transition of IT Services from Radisson US to Radisson rest of the world (Jin Jiang hotel group) - 7 months of transition, with the implementation of Incident, Request, and Knowledge management processes according to ITIL standards-Transition of IT Services from the ServiceNow system to Service Desk Plus, Fresh Service, and Jira systems - 3 months of design and transition of ticketing tool between ITSM applications-Creation, implementation, and continuous improvement of Incident Management, Major Incident Management, Request Management, and Knowledge Management processes - 2020-2022-Building and controlling of SLA and OLA related to Incident Management (KPI 85%), Major Incident Management (KPI 95%), and Request Management (KPI 60%) -Creation of the IT Technical Service Desk (SAP oriented) - 4 months of preparing the project, 1 month of testing requirements, and 2 months of leading Hypercare-Transition of the projects from the Service design stage to the Business as usual stage 50+ projects, success rate - 87%.-Providing training related to ITIL processes for IT and business users (100+ training in total with a maximum 250+ people per training)-Vendor management of technical, financial, and business vendors (EY, AWS, Splunk, Approyo, 3C, Indra, DXC, Deloitte, HCL, Booking, Amadeus, Meraki, Lumen, HotelKit, SAP, MTI, Stefanini) - implemented ITIL standards to the provided by vendors services

Czech Republic

Controlling and continuous improvement of Incident, Major Incident, and Security Incident Management processes. Creation and review of KPI and SLA/OLA related to particular areas and projects. Leading the Incident Management team. Providing Service Management training for IT technical teams.Achievements: -Improved Incident Management (resolution KPI up to 94% from 76%), Major Incident Management (resolution KPI up to 97% from 85%), and Security Incident Management processes (resolution KPI up to 95% from 80%)-Controlling of KPI and SLA/OLA related to particular areas and projects-Leading the Incident Management Team (5 Incident Managers)-Transition of Pandora IT services from NNIT to TCS company (7 months of preparation and transition of Share Service Center)-Creation and implementation of wallboards for the IT Service Desks (18 wallboards in total)-Vendors onboarding and managing (17 vendors in total)

Prague, The Capital, Czech Republic

Controlling and continuous improvement of Incident and Major Incident Management processes. Review of KPI and SLA/OLA related to particular areas. Leading meetings with customers and translating technical issues from IT to business language. Reporting to the delivery manager and IT directors. Managing IP Telephony system and IVR configuration, providing vendor management for financial support (POS, sales terminals)Achievements: Improvement of Incident and Major Incident Management processes Controlling of KPI and SLA/OLA related to particular areas and projectsImprovement of ACD system (CISCO)

Prague, The Capital, Czech Republic

Prague, The Capital, Czech Republic

Kraków Area, Poland

Hardware/software/network problems diagnosis / fixing via telephone/email/chat for end-users in Russian, English, and Polish languages, coordination, and managing of relationships with vendors, users' accounts administration, team management (9 persons), creation of team audit reports, creation of payroll reports, schedule for team members, managing of Avaya Monitoring System.Achievements:Leading of the multilingual IT team (11 IT analysts in total)Building and managing the monitoring system

Technik Informatyki, It Technology, 4.4

Specializations: E.12 - Hardware/software/operation systems advanced handling E.13 - Administration of Windows Server 2008, Network.

Master Of Arts (Ma), Music Education, 4,5