Into the Radius 2

External Partner Manager – Outsource/Outstaff

Management of the technical support department of the largest educational information system "Modern digital educational environment".Website: https://online.edu.ruAchievements:• Created a new technical support department — organized processes, hired staff and developed project documentation• Developed extensive functionality for all participants in educational processes in Russia• 500 universities and online learning platforms were integrated into the system• 2500 online courses and programs published on the website• 3 million more usersTasks:• Coordinate the work of remote employees — 10 people in a team, 7 team leaders• Business communication: writing 700-1000 letters per month, onboarding and public speaking;• Develop technical and project documentation, technical specifications, automated reports, knowledge base, regulations and instructions;• Set tasks for developers and designers in Jira / GitLab / Trello and control their implementation (bug fixes, new features, interface improvements);• Project development: I analyze business processes, offer improvements and new solutions to stakeholders;• Solve complex and critical incidents (API and DB)Used technologies: Atlassian Confluence, Trello, Jira, GitLab, Postman, REST API, Microsoft Office 365 (Excel and Power Query, Word), CRM, Google Documents (Tables).

Managed IT infrastructure cian.ru — leading online real estate classifieds platformAchievements:• Completed 1 month probation instead of 3 months• Solved incidents and fixed emergency situations within SLA• Organized and held videoconferences: 20 speakers, 200 participants, broadcast on the Youtube channel of the company, sound design of the conferenceTasks:• Managed IT infrastructure of the company (servers, software, workstations, office equipment)• Organized videoconferencesUsed technologies: Microsoft Office 365 (Excel, Word, Powerpoint), Slack, Linux, Docker, Trello, Zoom, Agile

Achievements:• Completed 2 month probation instead of 3 months• Solved 95% of incidents and fixed emergency situations within SLA• Solved 3-10 tickets per hour, KPI 1.6-2 tickets per hourTasks:• Managed servers and point of sale (POS) equipment in a network of large retail stores, including 400 hypermarkets and supermarkets, and 5000 cash registers on Linux and Windows platforms.• Provided remote support and consultations to clients and engineers.• Resolved incidents and critical situations affecting client's business processes, analyzed issues.• Created instructions, refined procedures, maintained a knowledge base, and prepared reports on work performance.Used technologies: Windows Server, Linux, SQL, Confluence, Atlassian Jira, Set Retail, Set Prisma