Maxim Kozin Email & Phone Number

Moscow, Russia

Team Leadership- Created a technical support department of 12 employees: recruited a team, conducted initial training and assigned roles, to provide tech support for 8 company offices and remote employees in GMT+2 - GMT+10 time zones.- Structured and described the department processes and areas of focus that resulted in Level 1 and 2 support and IT inventory management group formation.- Developed staff training plan and implemented training in specialized skills as a result the average ticket closing time decreased and team members were onboarded more quickly. Processes Optimization- Implemented SLA and built support processes in accordance with ITIL from scratch. Developed KPI system as a part of the SLA to assess department work progress that also increased team motivation level and a month after incident processing speed increased up to 99%, exceeding the SLA.- Defined and implemented Jira Service Desk tickets processing methods to improve incidents processing monitoring and key tech support metrics control and to optimize and prioritize department workflow. - Created IT equipment inventory management process by defining the procurement procedure under sanctions and provided 100+ new workplaces every month considering the company growth from 600 to 2000 employees.Main stack: Linux, Libre Office, Foreman, Puppet, FreeIPA, Jira, Confluence

Moscow, Russia

Team Leadership- Led the team out of the crisis and stopped staff turnover caused by the lack of a systematic approach by flexible methodologies and personal approach adopting that also increased team motivation so that not a single employee quitted during management.- Formed department development strategy and increased the team to 8 people. Managed uninterruptible IT systems support process for 3 business areas: 24x7 online sales, 24x7 fulfillment and b2b marketplace integration software development.Processes Optimization - Implemented sprint planning and the Kanban method in workflow management resulting in task monthly solved level increase by 23% and task prioritization considering business priorities.- Systemized the processes of working with incidents, service and change requests: ticket closing rate increased from 85% to 98% and requests returns decreased from 10% to 1%.Project Management- Was responsible for bringing the Russian office infrastructure in line with HQ information security requirements. As a result, 100% compliance was achieved on time.- Defined update procedure for Operating Systems and Database management systems that are out of manufacture support with no IT-system dependence on vendor libraries. That reduced the update time to several hours and eliminated the development team involved.Main stack: Windows Server 1012R2-2019, Linux, Zabbix, Ansible, Gitlab, Docker, Kubernetes, VMware, Jira, Confluence

Moscow, Russia

Team Leadership- Organized the ITIL basics training and business game that helped to establish rules of working on incidents and also led to team motivation increase. - Organized communication skills training for technical support staff, which increased user satisfaction.Processes Optimization- Organized 24x7 warehouse operations support to eliminate production downtime due to equipment breakdowns.- Implemented Users satisfaction assessment and negative feedback process that increased user satisfaction level by 15%.- Determined and implemented critical incidents processing procedures that decreased IT systems recovery time 24х7.Project Management- Managed Service Desk implementation project: organized single support point, decreased tickets closing time, improved first time response and solution time rates.- Led a project to bring the infrastructure in line with Microsoft's licensing policy together with HQ. Ensured 100% compliance, which helped the company to avoid fines and system shutdowns.- Determined the corporate standard of workplace equipment negotiated with the vendor and agreed on the purchase, saving 27% of the original cost.Main stack: Windows 10, WDS, Zabbix, Lansweeper, DameWare, Linux

Advanced Training, It Manager: Project Management, Business Analisys

It Engineer, Specialist, Computing Machines, Complexes, Systems And Networks