Optimisation of IT service management processes

Responsibilities:- Providing high level IT support for business-end users- Trading Desk support- IT Help Desk team management (16 people)- IT Service Requests Catalogue development and implementation- 1800 workplaces support at 4 offices - Moscow, remote support of Cyprus, NY, London offices- IT projects management (services area)- Managing outsourcing of print/copy services- OTRS ticketing system development and administration- LANDesk Management Suite administration- MS SCCM implementation and administration (team member)- ITSM system based on HP Service Manager development (team member)- Mobile services management- Knowledge Bases and FAQ create/ maintenance- Microsoft updates process for workstations development- IT budget planning /controlAchievements :- Level of IT support improved (no escalations since approx. 2 years)- Call Center work improved- number of lost calls decreased from 48% to 10%- Video Conference services changed and improved - Workplace standards and equipment catalogue of standard workplace developed from zero level- Led a project to equip the meeting rooms- Inventory of print/ copy service completed - KPI's (control of engineer's work) implemented- Full support for VIP users (top management ) ensuredCompleted IT projects:1. Equipment for meeting rooms.2. Standard Desktop selection.3. Microsoft SCCM implementation.4. Windows XP -> Windows 7 migration5. BlackBerry service decomission6. Employees move from Romanov Dvor

Responsibilities:- Providing high quality IT support for business end users- Managing the IT Services centre in 'single-window' mode - Development and implementation of IT Service Catalogue and SLA (developed IT Services templates)- Managing and coordinating the 1-st level of SAP support- Support of 4500 workplaces at 40 offices in Moscow and moscow region- Managing IT projects in services area- Managing IT outsourcing (Service Desk, SAP support (1st level, Workplace (Deskside) support, print/copy services, IT assets supply)- Development and completion of ITSM system based on HP Service Manager. Automatization of IT Service Catalogue. Correction of processes.- Planning and control of the budgetAchievements :- Developed a strategy for technical support ( Service Desk ), created RFPs.- Provided the transition from paper-based requests for IT services to the electronic IT services catalogue and electronic approval process- Developed a standard for stationary and mobile workplace- Suggest ways to optimize mobile service, reduced costs by more than 20%, led a project to change the mobile operator and the transition to the payment scheme "Corporate Budget"- Provided actions to optimize service print/copy. Developed RFP and made the contract to transform the service and cut printing costs by 20%. Tranfomed print service to "per click" model - Developed KPI for the control of engineer's work in the ITSM system.- Ensured full support for VIP users (top management )Completed IT projects:1. Mobile service transformation and operator change.2. Ensuring IS compliance to user workstations .3. Transformation of print service to "per click".4 . Implementation of automated IT services catalog based on Servcie Request Catalogue by HP Service Manager.5. Implementation of Problem Management Process.6. Standardization of print queues7. Standardization and renewal of IT equipment of user's workplace.10. Transition from manual assigned IP addresses to DHCP

Managing department of providing user support services to Siemens Russia and external customers (team of 37 people).• Developing of IT outsourcing proposals, taking part in tenders• Managing IT projects (the largest international project - merge oа Nokia Siemens Networks), • Recruitment, hire development of staff.• Control of financial KPIs of the contractsAchievements:- Suggested a new approach for staff management in outsourcing projects- Provided a high quality services for Siemens and other customers- Achieved good customer satisfaction- Customers under control:Siemens, Microsoft, Mars, Mercedes-Benz, PepsiCo, NordStream, PriceWaterhouseCoopers

- Providing IT Services delivery to external Customers;- Taking part in Proposal development;- Managing different International projects

Managing Project of IT services delivery for British American Tobacco - Supervising Contact Center, Desktop Support, SAP Help Desk and IT-Assets Supply teams (Total – 23 people);- Negotiating with customer;- Managing projects (PC Refresh, Mobile Operator Change, Office Moves etc.) for BAT;- Taking part in creating proposals for potential customers of Services provided by SIS (tenders);- Recruiting and training new staff members

User and network support at Moscow office (~400 workstations) and all the remote offices across Russia (over 900 workstations),•Supervising Moscow and regional HelpDesk (User Support) teams,•Registering, processing, and administering HelpDesk Requests,•Maintaining and servicing hardware (desktops, servers, notebooks, printers),•Training computer users,•Supporting Intranet web-site•Supporting MS Exchange E-mail system.