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Male, 40 years, born on 8 January 1986
Moscow, willing to relocate (Belarus, Georgia, Kazakhstan, Russia, Ukraine), prepared for business trips
The photo has been hidden by the job seeker
IT Help Desk Manager
Specializations:
- Information security specialist
Employment type: full time
Work experience 19 years 3 months
April 2016 — currently
10 years 1 month
The employers have been hidden by the job seeker
IT Help Desk Manager
Manage the help desk team and evaluate performance.
Ensure customer service is timely and accurate on a daily basis.
Recruit, train and support help desk representatives and technicians.
Set specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process.
Follow up with customers to identify areas of improvement.
Develop daily, weekly and monthly reports on help desk team’s productivity.
May 2014 — April 2016
2 years
The employers have been hidden by the job seeker
IT Manager
Manage information technology and computer systems.
Plan, organize, control and evaluate IT and electronic data operations.
Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
Design, develop, implement and coordinate systems, policies and procedures.
Ensure security of data, network access and backup systems.
Act in alignment with user needs and system functionality to contribute to organizational policy Identify problematic areas and implement strategic solutions in time.
Audit systems and assess their outcomes.
April 2013 — May 2014
1 year 2 months
The employers have been hidden by the job seeker
Senior IT Help Desk Specialist of Ukraine
Responds to ticket queue, telephone calls, e-mail and personal requests for technical support.
Documents, tracks, and monitors problems to ensure timely resolution based on defined Service Level Agreements (SLAs).
Documents resolutions and updates self-help and team knowledge base.
Identifies, evaluates, promotes, and implements customer support best practices.
Actively identifies areas where processes can be simplified or improved.
Increases general knowledge of current corporate.
April 2010 — April 2013
3 years 1 month
The employers have been hidden by the job seeker
IT Help Desk Specialist Ukraine
Provide first level contact and convey resolutions to customer issues.
Properly escalate unresolved queries to the next level of support.
Track, route and redirect problems to correct resources.
Update customer data and produce activity reports.
Walk customers through problem solving process.
Follow up with customers, provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers’ expectations.
February 2007 — April 2010
3 years 3 months
The employers have been hidden by the job seeker
Help Desk Specialist
Provide technical support to users in an efficient and accurate manner.
Solve basic technical problems and provide support for all assigned areas.
Ensure that customer value is maintained to the standards set forth by the company.
Skills
Skill proficiency levels
Driving experience
Own car
Driver's license category BAbout me
E.R.P systems (SAP, Microsoft Dynamics NAV, 1C, Netsis) POS systems Management, Microsoft SQL Server, IT Procurement, Database management, Active Directory Management, interpersonal skills, eCommerce, develop opportunities, develop new skills, Visual Merchandising, Visual Basic, Supply Chain Management, SAP-netweaver- Server, SAP-netweaver- As, Relationship Management, Project Management, Product Management, Object Oriented Analysis/Design, Microsoft Office, Microsoft Exchange Server, Macromedia Flash, Internal Customer Relationship Management, Delphi, Decision Support, Data Analysis, Customer Relationship Management, Cost Analysis, C++, Business to Customer, Active Server Pages, Active Directory
Higher education
2019
Higher education
computer engineering
2008
Higher education
ISD University
Engineering Faculty
Languages
Citizenship, travel time to work
Citizenship: Russia
Permission to work: Russia
Desired travel time to work: Doesn't matter