Ruslan Bondar Email and Phone Number

- Competence growth and people management > 60 members - Cloud Service Portfolio / Offering development - Technical Pre-Sale and Engagements - Budgeting and P&L- Sales education- Marketing activities

- Portfolio management and deliveries supervision- Business development - Delivery establishment and supervision- People and process management- Client relationship management and stakeholder communication- Technology evaluation and adoption- Continuous improvement

Responsible for Generic Infrastructure services (IBM) and several EVRY customers:- Reactive and Proactive Problem work- Event Management work- Have direct contact with a customer - Define problem management processes and procedures; working with Process Manager- Change Management functions: Implement resolutions/improvements needed via Problem; working with Change Managers- Participate in the project of customer migration from Sweden to Norway- Participate in Weekly Operational Meetings, Customer meetings, KPIs development, and reporting

Responsible for Generic Infrastructure services: - Review and identify Reactive Problems from Incident Tickets; working with Incident Manager- Review and Identify Proactive Problems from trends and known errors- Define problem management processes and procedures; working with Process Manager- Work with cross-functional teams to identify solutions, root cause,s and best practices in accordance with Problem Management Strategy- Ensure approval of the results of root cause analysis (RCA): includes the documented root cause and the documented workaround- Basic Change Management functions: Implement resolutions/improvements needed via Problem; working with Change Managers- Participate in Weekly Operational Meetings, KPIs development, and reporting

Responsible for diagnosis and resolution of technical support issues. Develop and implement Local Instructions/Policies for standardized working processes; standard operating procedures (SOP) for identifying, prioritizing, logging, and monitoring the resolution of technical issues. Create communication, SLA tracking, and troubleshooting procedures for both Service Desk and IT department. Prepare and deliver regular performance reports to senior management. Manage department budget, procurement, purchasing, and vendor relationships:- Fully Supervise Level 1-st and 2-nd helpdesk and desktop call center support staff in support of all aspects of the corporate desktop computing environment.- Handle Incident Management and Incident Recovery as well as support documentation development, retention, and control (Created Incident Management Procedure in 2013).- Establish and manage team priorities and goals; closely monitored team progress and customer service performance; solicited customer satisfaction via surveys and direct call feedback.- Work closely with IT Manager on day-to-day operations, process optimization, operational efficiency opportunities and continuous improvement strategies; generate monthly reports for IT Manager.- Served as an escalation point of contact for all incidents fielded by integrated corporate support services; established a training program for new hires.- Manage staff development plans and performance evaluations; developed and standardized a set of policies and procedures to ensure commonality among technician knowledge levels.- Manage implementation of new technology, processes, and solutions; participated in global project deliveries directly and through staff resource allocation.

Responsible for the hardware, operating systems, and tools used to organize large computer installations, coordinating system and infrastructure project management:- Set up and maintain existing IT infrastructure that fits the business requirement- Develop, implement, and document related operational processes- Execute improvement IT infrastructure projects and coordinate global infrastructure projects- Active Directory management- Provide second-level support and consulting for the Service Desk team- Perform user training on the use of client-side equipment and operation system/application

Responsible for supporting the company's staff at 1-st and 2-nd levels as part of a helpdesk team and for networking, design, installation, and maintenance services:- Supporting users over the telephone and by email- Maintain network infrastructure- Networking and providing support for Windows issues- Configuration and testing of any new hardware and software- Travelling to client sites to help with installs, deployment, and troubleshooting- Management of the daily data backup - Installing and operating Windows desktop and server operating systems- TCP/IP networking and hardware maintenance and repair- Assistance with training staff and compiling procedural documentation- Applying patches in accordance with company procedures- Organize cartridges management for printers and MFD