Leonid Sokolovsky Email & Phone Number

Chicago, IL

• Gather, analyze and document information regarding technology processes, systems and procedures to better understand business and user needs, including service desk incidents and other data sources
• Produce customer service analytical reports to develop metrics in achieving IT solutions that meet business needs and present data to appropriate stakeholders, including management, and maintain central repository.
• Facilitate and lead meetings with Project Managers and department heads to gather data, analyze business, functional and operational requirements, prepare documentation, make recommendations to management and deliver.
• Manage technical support staff members to acknowledge and resolve user and system-generated production issues via incident management system for assigned applications within established guidelines.
• Coordinate and plan resource allocation and analysis of current processes and procedures for a merger of IT groups and maintain SharePoint site for documentation control.
• Lead project for Desktop Support Group to identify trends and overall performance of a group, based on productions issues generated throughout a year, document and present finding to management.

Glenview, IL

• Communicated with end-users to resolve support incidents and managed hardware and software asset and inventory system and procurement procedures.
• Utilized numerous database systems, including Active Directory, Exchange, RSA ACE Server and Navision, to create and maintain user accounts, group memberships and mailboxes.
• Completed installation, configuration of TCP/IP networking protocols and troubleshooting of desktop computers, notebook computers, servers, printers and mobile devices.
• Collaborated in the development of standard operating procedures for and the optimization of the use of standard application software and personal computer equipment, including peripherals.

Vernon Hills, IL

• Assisted customers with technical issues regarding printers, handhelds, software and network connectivity, including User ID resets, accounts management and other administrative duties.
• Created escalation reports and used Primus Quick Resolve expertise to improve complaint resolution time by 20%.
• Documented customer interactions in accordance with company procedures utilizing the Remedy tracking system.

Schaumburg, IL

Provided technical support in a customer service capacity, diagnosed and resolved service and support issues and handled the transfer of more complex or specific complaints to the appropriate support teams, vendors or telephone companies.Implemented a new uncompleted issues tracking system, decreasing issue resolution time by 23%.Assisted manager in.

Mba, Project Management

Bachelor Of Science, Network And Communications Management