Sam Sidorov Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham-Chapel Hill Area

Morrisville, North Carolina, United States

Morrisville, NC

Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issuesTroubleshoot to identify hardware and software issues in many different customer environments.Advise and educate customers through a combination of experience/documentation to ensure a solution.Translate complex technical.

Cary, North Carolina

• Provide hardware/software/network problem diagnosis/resolution via telephone for customer’s end users.
• Monitors the service desk ticket queue and provides follow up in order to ensure timely and satisfactory resolution to user requests/incidents within agreed SLA.
• Resolve or Routing incidents and requests to appropriate teams
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Troubleshoot mobile devices (Android, iOS devices)

Raleigh-Durham, North Carolina Area

• Network configuration and troubleshooting. Wireless network setup
• Written and oral How-To's for the newly installed equipment.
• Recommendation and follow up to ensure the quality of service
• Designing, planning and adhering to the best industry's practices of cable management.

Raleigh-Durham, North Carolina Area

• Structured cabling installation. Installation and configuration of routers and switches
• Point-Of-Sale system installation and configuration
• PC hardware/software troubleshooting
• Phone Boards, and Phone Systems configuration

Russia, Yakutsk

• Provided IT administration and supported all facets of network, security, server, application, desktop infrastructure.
• Deployed new automatization systems for manufacturing and sales, including accounting and retail software.
• Increased the efficiency of sales estimates by configuring automatic data exchange between remote sites for centralized accounting
• Analyzed effectiveness of IT infrastructure, proposed and implemented new hardware to improve the productivity of the company
• Installed and configured Windows servers 2003, 2008, 2008 R2 Virtual Machines in the VMware environment host clusters.
• Supported 500+ users at the production site and remote branches, 100+ Point-Of-Sale systems in 30 retail stores in 7 cities.

Russia, Yakutsk

• Summarized and evaluated new banking software offerings by communicating with the software vendors and then assisted on setting up new software for corporate clients and for retail clients. Onboarding new software for.
• Utilized JIRA ticketing system for interacting with vendors
• Administered Oracle databases – backup and recovery, performance tuning, performance monitoring. Utilized Spotlight for monitoring and tuning database.
• Increased service coverage of bank by participating in the opening of 5 new branches and education the new staff
• Administered 200+ users in different branches, controlled and tuned user rights, roles and privileges
• Participated in creation of regulatory documents of bank security policies and procedures

Russia, Yakutsk

• 10+ years of hands-on experience learned lots of systems and technologies. As the result deployed and kicked off a few working solutions for various startups government institutions:
• 2004-2005 Set up and managed internet casino for Sakhainvest-Service, LLC
• 2003-2004 Set up and managed the internet public access cafe for SakhaInternet, LLC
• 1994-2003 Administered LAN with 40+ workstations and worked as IT support in various government institutions.

Bachelor'S Degree, Applied Mathematics

Highschool, Mathematics