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Work Background
adjarabet.com | aPeopleHead of Product & Service Operation Unit
Mar. 2024Tbilisi, Georgia• ITSM Process Ownership: Define, document, and govern core ITSM processes (Incident, Problem, Change, Knowledge Mgmt.), ensuring compliance and alignment with ITIL best practices.
• Continuous Improvement: Spearhead CSI initiatives by analyzing KPIs (e.g., MTTR, SLA compliance) and user feedback, driving a 25% reduction in resolution times and 20% improvement in SLA adherence.
• ITSM Platform Management: Oversee ServiceNow Performance Analytics, optimizing workflows and integrations to enhance process execution.
• Major Incident Management: Act as Incident Commander during critical outages, coordinating cross-functional teams to minimize business impact.
• Stakeholder Collaboration: Partner with Infrastructure, Security, and Application teams to integrate ITSM processes and improve service delivery.
adjarabet.com | aPeopleNSOC Team Lead
Sep. 2022 - Feb. 2024Tbilisi, Georgia• Process Optimization: Redesigned Incident and Problem management workflows, reducing false alerts by 40% and improving prioritization.
• Training & Adoption: Developed training programs for IT staff on ITSM tools and processes, fostering a service-oriented culture.
• Reporting & Analytics: Tracked and reported KPIs (e.g., first-call resolution, incident trends) to senior management, enabling data-driven decisions.
adjarabet.comNSOC Team Lead
Sep. 2022 - Feb. 2024Tbilisi, Georgia• Process Optimization: Redesigned Incident and Problem management workflows, reducing false alerts by 40% and improving prioritization. • Training & Adoption: Developed training programs for IT staff on ITSM tools and processes, fostering a service-oriented culture. • Reporting & Analytics: Tracked and reported KPIs (e.g., first-call resolution, incident trends) to senior management, enabling data-driven decisions.
adjarabet.com | aPeopleIT Incident Commander
Jul. 2021 - Sep. 2022Tbilisi, Georgia• Post-Incident Reviews: Conducted root cause analyses, reducing recurring incidents by 20% through corrective action plans.
• Change Enablement: Supported CAB processes, evaluating risks and impacts for proposed changes.
adjarabet.comIT Incident Commander
Jul. 2021 - Sep. 2022Tbilisi, Georgia• Post-Incident Reviews: Conducted root cause analyses, reducing recurring incidents by 20% through corrective action plans. • Change Enablement: Supported CAB processes, evaluating risks and impacts for proposed changes.
adjarabet.com | aPeopleIT monitoring officer
Nov. 2020 - Jul. 2021Tbilisi, Georgia• Proactive Monitoring: Deployed tools to improve incident detection by 35%, enabling early resolution.
adjarabet.comIT monitoring officer
Nov. 2020 - Jul. 2021Tbilisi, Georgia• Proactive Monitoring: Deployed tools to improve incident detection by 35%, enabling early resolution.
Judi Travel GeorgiaTour Manager
Sep. 2018 - Nov. 2020Tbilisi, Georgia- Proficient in coordinating, including planning, logistics management, and client relations. Skilled in ensuring smooth operations, enhancing customer satisfaction, and fostering positive relationships with vendors and partners to drive the company's success.
Sakcable GeorgiaProduction Coordinator
Jul. 2014 - Sep. 2018Tbilisi, Georgia- Positioned as a Production Coordinator, I orchestrated the manufacturing process from inception to realization. Leveraging strong interpersonal skills, I cultivated professional relationships to sustain business growth. Additionally, I conducted extensive market research to identify emerging market opportunities and drive strategic decision-making
Armenian community of GeorgiaProject Manager
Dec. 2012 - Jul. 2014Tbilisi, Georgia- Lead the planning, implementation, and completion of community projects, ensuring they align with the organization's goals and objectives.
- Develop project plans, budgets, and timelines, and monitor progress to ensure projects are delivered on time and within budget.
- Collaborate with community members, volunteers, and stakeholders to identify community needs and design projects that address those needs.
- Foster positive relationships within the Armenian community and other organizations, promoting collaboration and support for project initiatives.
- Promote awareness of the organization's mission and projects to wider audiences.
- Recruit, train, and manage project teams and volunteers, delegating tasks and responsibilities as needed.
- Identify and secure funding opportunities through grants, donations, and partnerships.
Caucasus OnlineSoftware Engineer
Oct. 2012 - Nov. 2012Tbilisi, Georgia- Install, mount, and set up a variety of network devices, including routers, switches, access points, firewalls, and other hardware.
- Configure network devices to meet specific customer requirements, including IP addressing, VLANs, and security settings
- Perform cabling and wiring tasks, such as running Ethernet cables, to connect network devices and ensure proper connectivity
- Provide technical support to resolve issues and troubleshoot network problems, including hardware or software problems.
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