• Organization management of IT support department for Russian claster (3 countries, ~ 17 sites (sales offices and plants), ~ 1000 users, >100 users free location). Management of team's resources (9 persons) • Control and evaluation existing staff and recruitment; • Design and implementation of evaluation performance for support team. • Ensure users workplaces on sites and out (devices, software, support) • Planning and implementation of user part of projects of open new locations in different countries • Ensure quality of IT shared services used by users (email, mobile, printing, software services) • Design, implementation and ensure of list of devices and software using in cluster within budget. Realization of control, improvement and reporting • Ensure timely security updates of operating systems and software on user devices. • Organization and processing of user satisfaction survey about IT services • Design, implementation and improvement IT support processes • Support ServiceDesk application for all IT functions Additionally: • Development and implementation IT processes for cluster: - Obsolesence management - Life cycle of additional and middle software (installing, update, deleting, security requirement) - User resourses access management - User print service process • Support incident management process, work with complaints, consultation and training IT staff within process • Development and performing communications to users about IT changes and achivements. Periodic training employees like a format "IT for not IT" Achievements: * Creation one point for contact for IT support (first line) * Development, formalization and implementation of Incident management and Service requests fulfilment processes * Development and implementation of KPI for support team * Improvement process of periodic scheduled device replacements and restart it * Successful projects of integration new Companies in part of user IT services as in Russia as in Kazakhstan * Successful project of IT localization in part of user IT services * Development and implementation new user support structure due IT localization strategy

Responsibility: • Organization management of user support ERP system (based on 1C platform) department. Management of team's resources (7 persons); • Ensure function several lines of support (1st, 2nd) • Design and implementation of evaluation for team. Reporting for IT management • Control and evaluation existing staff and recruitment; • Organization of monitoring application (based on Zabbix) • Organization and support update process for ERP system • Design and implementation of regulations and procedures for support team Additionally: • Administration Service Desk and Development systems (Jira) Achievements: * Development and implementation user service portal (based on Jira ServiceDesk) and describe processing typing requests

Responsibility: • Organization management of Contact Center group for IT support (~ 1000 users). Management of team's resources (3 persons); • Control and evaluation existing staff and recruitment; • Design and implementation of evaluation for team. Reporting for IT management • Design and implementation of regulations and procedures of Contact Center group • Design and implementation business process for ServiceDesk system • Implementation and support ServiceDesk application (based on MS SCSM) • Organization and processing of user satisfaction survey Additionally: • Software Manager in Company: control licenses, installation and using, purchases new software, management of relatioship with vendors, reporting to headquarters • Incident Manager in Company support incident management process, control of execution SLA, work with complaints, consultation and training employees within process Achievements: * Development, formalization and implementation of Incident management and Service requests fulfilment processes * Calculation and formalization of time solving incidents and service requests, specified in the SLA for all IT services * Development and implementation of KPI for the first-line support staff * Organization and implementation of the knowledge base for the Service Desk * Creation of reglament of Software management in Company

Responsibility: • organization management of user IT support department, management of department's resources; • design regulations and procedures of Service Desk in the company; • control and evaluation existing staff and recruitment; • decision of administrative matters; • communication with other business departments in the company; • development of the interaction between IT departments; • development and support ServiceDesk system for the entire company; Additionally: • advice and solutions to complex problems in the software, developed into the company and communication with developers; • administration SQL Server for software developers; • support and develop additional units for software 1c8 platform; • testing application which had developed into the company; Achievements: * Implimentation ServiceDesk system based on 1c platform

Responsibility: • support software, developed software department (training, work with requests, interaction with developers); • solving local and network problem (first diagnostics); • organization backup service used by SQL2000 or SQL2005; • organization backup service for accounting bases 1c platform; • update tax and accounting forms for 1c7.7 and 1c8.x platform ; • configure, upgrade, training for special crypto programs for tax and finacial reporting as Taxcom and client-bank; • colaboration with other technical specialists in branch office;

Mathematical Methods in Economics, economist-mathematic

Cleverics

ABB, internal Certificate of training

ABB, internal Certificate of training

IT-management, course "Management of Information systems", Certificate of short-term training

IT Expert, Certificate №19162

EXIN, ITIL Foundation Certificate in IT Service Management №00211866