• Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery.• Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.• Create & manage the service delivery service improvement plan, managing priorities, risks, and issues… Show more • Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery.• Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.• Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline.• Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, including risk management and development of KPI's.• Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continuous service improvement in IT service delivery.• Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics.• Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues. Show less

• promote efforts aimed at improving current support department processes through a culture fostering continuous improvement and innovation; • motivate teams and individuals to achieve business goals; • monitor and control the workflow to ensure the great result of a teamwork; • keep the service quality on a high level to meet and satisfy Customers’ expectations; • reach company’s goals and increase the number of Customers to enlarge the profit; • collect and analyze data of… Show more • promote efforts aimed at improving current support department processes through a culture fostering continuous improvement and innovation; • motivate teams and individuals to achieve business goals; • monitor and control the workflow to ensure the great result of a teamwork; • keep the service quality on a high level to meet and satisfy Customers’ expectations; • reach company’s goals and increase the number of Customers to enlarge the profit; • collect and analyze data of work progress to show the development statistics; • develop Support department workflow funnels and scripts for processes and service optimization; • enrich technical knowledge base and deliver all tech updates to company’s employees; • implement business processes and company’s strategic plans. Show less

• Work with 700+ Linux based hosts created for cellular networkstests (roaming issues, internet speed, IoT tests, 3G/4G/5G tests, etc.);• Monitor and keep connection-level upper than 95%;• Troubleshoot host connection issues;• Guide host providers how to change/check hardware via phone; • Create and implement OpenVPN configurations;• Troubleshoot issues reported by the cellular operators;• Install fix-lines, configure and test functionality;•… Show more • Work with 700+ Linux based hosts created for cellular networkstests (roaming issues, internet speed, IoT tests, 3G/4G/5G tests, etc.);• Monitor and keep connection-level upper than 95%;• Troubleshoot host connection issues;• Guide host providers how to change/check hardware via phone; • Create and implement OpenVPN configurations;• Troubleshoot issues reported by the cellular operators;• Install fix-lines, configure and test functionality;• Install/configure/maintain/update different interfaces of remote servers via remote access. Show less

We are Kromtech, the developer of MacKeeper, a world-famous Mac optimization software, helping millions of users to keep their Macs clean from junk files and protected from online threats. 1000+ passionate leaders, developers, security experts, and Apple Certified Support Professionals work globally to help users take back control of their security and privacy online.MacKeeper Anti-Malware Lab provides real-time web monitoring to detect the latest online threats. The Software development… Show more We are Kromtech, the developer of MacKeeper, a world-famous Mac optimization software, helping millions of users to keep their Macs clean from junk files and protected from online threats. 1000+ passionate leaders, developers, security experts, and Apple Certified Support Professionals work globally to help users take back control of their security and privacy online.MacKeeper Anti-Malware Lab provides real-time web monitoring to detect the latest online threats. The Software development team uses these findings to continuously improve MacKeeper cleaning, security, and privacy features. Our Customer Services team provides 24/7 personal remote assistance to help users solve Mac-related issues that go beyond any software capabilities.What I am responsible for: - Manage the workflow of a support team- Manage subordinates’ schedules- Report team results- Team performance improvement (coaching)- Service failure management (working with dissatisfied customers) - Manage a support team with up to 10 agents- Reach office and team aims- Handle and resolving angry customers complaints- Deal with hard cases (handling major incidents that cannot be resolved by agents)- Troubleshoot in all versions of Mac OS, Windows OS, iOS, Android OS- Create action plans to improve performance and productivity of employees- Cooperate with other departments and top management- Provide regular reports on team's performance and motivation- Deliver workflow updates and ensuring their functionality. Show less

- Workforce management - Regular report of KPIs and general performance - Team management and people development

Provided B2C customer support of computer technical services (both Mac and PC platforms).Responsibilities included: - Provide technical support via phone, chat and email- Handle and resolve customers’ complaints- Identify and escalate priority issues- Work with customers mostly from the USA, Canada, Australia, UK and Russia- Troubleshoot MAC OS and Windows PC

Provided B2C customer support of computer technical services (both Mac and PC platforms).Responsibilities included: - Provide technical support via phone, chat and email- Handle and resolve customers’ complaints- Identify and escalate priority issues- Work with customers mostly from the USA, Canada, Australia, UK and Russia- Troubleshoot MAC OS and Windows PC