Seasoned IT Service Desk Manager with 15+ years’ technology experience and employee management. Strong leadership, team-building and communication skills. Adept at solving complex admin and technical issues, defining and reporting on SLA metrics and managing IT inventory, including hardware and software. Proficient at providing remote support for domain-based networks and Exchange and Active Directory. Can solve difficult problems under high pressure. Quickly adapts to rapidly changing technology needs. Able to write and speak fluently in multiple languages, including English.
Spotware Systems
View- Website:
- spotware.com
- Employees:
- 28
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Technical Support Team LeadSpotware Systems Sep 2024 - PresentLimassol, CyprusOversee daily operations, ensuring the team meets performance and service quality standards.Participate in projects aimed at improving internal business processes and workflows across teams to enhance overall efficiency.Guide and support new team members through mentorship, helping them acclimate and develop their skills.Continuously review and assess the responses provided by engineers to enhance service quality and effectiveness.Simplify and enhance the knowledge base to improve usability and accessibility for both the team and clients.
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Technical Support EngineerSpotware Systems Sep 2023 - Sep 2024Limassol, CyprusProvide technical assistance to B2B clients regarding Spotware productsCollaborate with cross-functional teams to resolve complex technical challengesCreate and maintain detailed documentation, FAQs, and knowledge base articles
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Service Desk Manager, EmeaVeeam Software Oct 2020 - Mar 2023АрменияManaged service desk analysts and coordinators across the EMEA region. Trained and mentored members of the global service desk team. Developed internal service desk procedures and to ensure consistent service levels and quick resolutions. Reviewed and approved internal articles in ever-growing knowledgebase. Had ownership and overall responsibility for incident and service request management. -
It Service Desk SupervisorVeeam Software Jan 2018 - Oct 2020Санкт-Петербург, РоссияManaged analysts to optimize workload and accelerate their efficiency. Ensured SLAs were met and service desk fulfilled business objectives. Oversaw incident and service request management. Established and managed a knowledgebase for efficient troubleshooting. Delivered rapid support by resolving complicated L2/L3 issues.
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Senior It Service Desk AnalystVeeam Software Mar 2012 - Dec 2017Saint-PetersburgInitiated the use of CRM system to boost the support quality. Developed scripts to provide on-demand Skype call reports. Reduced customer wait times by acting as liaison between end-users and technical staff to communicate issues, concerns, and questions. Accelerated the speed of deployments by preparing WDS server.
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System AnalystPhilip Morris International Feb 2012 - Mar 2012Produced daily performance reportsTroubleshooted production issues -
It TechnicianOberon Media Dec 2008 - Sep 2011Saint Petersburg, Russian FederationSupported internal staff members in the office and worldwide. Deployed new workstations and assisted in purchasing new hardware. Held responsibility for IT infrastructure of the company. -
System AdministratorCampanella Group Jan 2007 - Nov 2008Provided support over the telephone, remotely, and face to face to internal staff members. Managed installation and maintenance of all systems within production environment. Held responsibility for building, configuration and troubleshooting of servers and desktops.
Maksim S. Education Details
Frequently Asked Questions about Maksim S.
What company does Maksim S. work for?
Maksim S. works for Spotware Systems
What is Maksim S.'s role at the current company?
Maksim S.'s current role is Technical Support Team Lead.
What schools did Maksim S. attend?
Maksim S. attended Санкт-Петербургский Государственный Университет Информационных Технологий, Механики И Оптики (Университет Итмо).
Who are Maksim S.'s colleagues?
Maksim S.'s colleagues are Alexander Zheludkov, Anton Fedin, Mykhailo Bukaiev, David Kivakude, Olga Borodina, Gaetano G., Maxim Ermolenko.
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