Supporting computer hardware and operating systems troubleshooting, level 1.5/2 software troubleshooting, IT equipment coordination, virtual desktops installation, Video conferencing and mobility service as well as participation in technology projects.

Installation and servicing of computer and office techniques and office machines, Installation of local computer network. Installation, configuring administration of standard software (MS windows 7/10,MS office 365, archiving and antivirus software , file managing, web-browsers, mail clients, etc.

Updating the SAP Plant Maintenance system with new assets as advised by Project teams following the standard templates • Maintaining the SAP Plant Maintenance system with approved changes and updates, such as revised standards on maintenance practices • Providing reports to the business on maintenance system data integrity and maintenance activities • Supporting and resolve queries from the field engineers • Working with the operating sites and other central engineering staff to establish a culture of continuous improvement, knowledge management initiatives and sharing of best practice

1. Call (Service Desk) Management: Provide L1 support and call logging (primary contact) and resolution for users in line with agreed Operational Level Agreements. Understands the business criticality of the incidence and assigns the right severity. Ensures a right documentation of ticket e.g. correct classification, brief description, recording of user details usage of call script etc. Develops and maintains an appropriate amount of cross-functional/business knowledge and interpersonal relationships (within and outside of their own team and in particular with other Service Desks e.g. Infrastructure) to achieve higher first call resolution. Develops broader understanding of environment to provide additional insight to problem solving. 2. Request Fulfillment: Responsible for managing standard service requests from users and business representatives based upon a standard service catalogue and predefined process workflows and procedures. Monitors progress of requests and ensures users are kept regularly informed. Participates in ad-hoc requests, e.g. follow-up on a ticket escalation, a query about ticket data, the development of a new process, providing end-user training for an application etc. 3. Incident Management/Problem Management (initial analysis): Ensure all incidents (and other enquiries) raised by users are recorded with the correct severity and through their own (or actions of others) work towards the incidents resolution driven by business urgency & service tier. Actively contributes to the improvement in quality of the support services by minimising the time to resolve incidents and issues. Through collaboration with other service desks, support teams (both internal and external) ensure communications relating to service desk calls/incidents are efficiently handled. Where appropriate and within own area of competence, identify any trends in incidents and alert/escalate analysis to other support teams. 4. Situation Management: Assist in the resolution of situations through root-cause analysis, problem diagnosis and error correction. Interface with other activity areas such as problem, change/release, configuration and service level management. 5. Enhancement Management/Transition Management: Liaise with project and application support staff or suppliers on the development of system enhancements and projects to resolve known problems or to fulfill business requirements whilst advising on the supportability of the deliverables by the Service Desk. Documents own work carried out relating to Service Desk in accordance with required standards, methods and procedures. Participates in transition activities including new application on-boarding, scripting, training and in updating skills and knowledge to support new applications. Where appropriate, and within area of competence, performs testing for enhancements, projects or support changes. 6. Service Level Management: Respond to all user calls (through multiple channels like phone, emails, web, etc.) in a timely manner as per service tier, while maintaining a high level of user satisfaction.

• Creation and management of user accounts for the KPO IT computer system • Creation and managing e-mail accounts, e-mail account properties and e-mail distribution lists • Implementing and managing data security settings • Diagnose and resolving system and data access problems • Resetting users computer system passwords in accordance with KPO policies • Maintaining necessary documentation and access approval requests for audit and tracking purposes • Maintaining list of authorized IT&T signatories • Recording information in accordance with standard operating procedures

• Customers support provision remotely and on-site • Diagnosing and repairing of IT equipment (PCs, laptops, printers etc.) • IT equipment and IT applications inventorying and budget forecasting • Users notifications and training on any changes to be implemented

• Develop and implement a comprehensive communications strategy setting up Goals & Objectives of the project. • Provide dedicated internal communications support to the implementation of the SAP programme. • Research the target audience's perception of SAP and evaluate effectiveness of communication activities as appropriate. • Assist in planning, testing and implementing all aspects of the transition from one organizational structure or business process to another. • Develop, organize and deliver customized Training sessions to meet company’s needs. • Assist in development and implementation of Post Go-Live Support structure, tools and procedures. • Develop and coordinate project team presentations as required. • Report on progress against plan, explain significant variances and help develop remedial strategies • Work with the external change management consultants

• Creation and management of user accounts for the KPO IT computer system • Creation and managing e-mail accounts, e-mail account properties and e-mail distribution lists • Implementing and managing data security settings • Diagnose and resolving system and data access problems • Resetting users computer system passwords in accordance with KPO policies • Maintaining necessary documentation and access approval requests for audit and tracking purposes • Maintaining list of authorized IT&T signatories • Recording information in accordance with standard operating procedures

• Receiving IT & Telecom support calls from users (English & Russian speaking) by telephone, email, request forms and in person • Recording all support call information, including requestor details, incident information and necessary in the IT&T Service Management System • Communication with users to obtain sufficient information about the nature of support requests • Establishing and assigning priorities to incidents reported to the IT&T Service Desk to ensure that incidents are resolved in accordance with the impact on the business • Allocation Calls to appropriate sections and / or specialists • Escalation overdue Calls and keep customers updated with progress • Solving basic problems where possible and when it does not take a significant amount of time to resolve • Provision end-user support when not staffing the Service Desk (for example: workstations, network, e-mail systems and applications) upon the completion of work users information

ITIL Foundation v3.0

Computer Systems and Technologies/System Engineer, bachelor

Microsoft Certified Professional

Law/Lawyer, bachelor

London School of Commerce, student

Ambition, student

Ambition, student

ALSI, student

ALSI, student

Microinform, student

High Tech for Human, student

Microinform, student

IT Expert

ALSI