Hiring, onboarding, manage and mentor Engineers and Developers by providing direction, developmental opportunities and performance feedback.Contributes to overall IGT release management process strategy and standardisation, actively collaborates with both process owners and users (i.e. Compliance, Development studios, PMO).

Research and correct level 3 support process as support process owner. Preparing detailed statistics and reports on daily, weekly and monthly basis via ITIL methodologies, ensuring all issues are handled according to KPI. Organising all necessary activities with Support, Development, Operations and QA/PA departments in order to confirm and resolve live production problems. Working closely with Regulatory and Compliance representatives ensuring products meets legal international jurisdictions/requirements. Preparing Incident reports and product/fix release notes making sure all stakeholders are fully up to date. Releasing fixes and service releases, keeping business continuity and high quality products.

Planing and managing activities for two support centres (Moscow, Russia; Belgrade, Serbia), both of which provide support for the territory of South-eastern Europe, Russia and CIS countries.Designed and led implementation of support processes/workflow including: ticketing and IP phone systems, reporting and analytics processes/tools and management escalation procedures honoring SLA and KPIs. Work closely with Marketing, Sales and Legal departments with the aim to achieve a high level of customers’ satisfaction.Creating and managing all key elements of annual education roadmap for IT department. Business organization of IT department: responsible for results, budget, costs, methods and staffing including benefit and cost-effectiveness analysis.

Responsible to enable and secure communication between offices creating Site-to-Site connection by using Cisco technologies. Leading and motivating a multinational and multilingual team of 10 engineers/developers (Romanian, Hungarian, Russian, Polish and Serbian) in cross-border environment, providing both support and training for several Open Source products. The core activities were RedHat support, acting as a part of RedHat Global Support Service. Working closely with RedHat EMEA Production Support Manager based in Farnborough, UK, analysing team achievements and customer satisfaction scores (CSAT) for Central and Easter EU and CIS countries.

As a Systems Engineer I was charged to design, implement and maintain Windows 2003 and 2008, WSUS and ISA environments as well as Disaster and Recovery plans. I worked with the following technologies/environments: ESX, RedHat, LAN/WAN – routing and switching (configuring VLANs, ACL, routing and security), Windows Exchange 2003/2007 and HP BladeSystem.

On the position of Telecomunications Engineer I was responsible for development of VoIP services based on Asterisk (open source), as well as for the project and implementation of internal VoIP system for the company. I worked with the following technologies/environments: Microsoft Virtual Server 2005 R2, CentOS, IPtables, routing and switching, QOS, Windows 2003 AD environment and Windows Exchange 2007.

I was responsible for the maintenance of Wireless Network (Mikrotik and Cisco Aironet), Exchange 2003, Radisu Server, switching (Cisco Catalyst) and monitoring, system support, contact with users/customers, help in solving problems (3rd level of technical support).