Oleksii Stepanenko - IT Manager, Identity Manager, Ex-Wix.com

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Network Power<100 people

Roles

✔️100%

🧑‍💼100%

C-level Executive

🧨100%

Consulting

Geos

🇺🇦100%

Ukraine

Work Background

Wix.comIT Manager

Nov. 2021 - Jan. 2024In addition to all IT Support Team Lead position responsibilities performed following duties: - Develop and implement support policies, procedures, and standards to ensure efficient and effective service delivery. - Drive continuous improvement initiatives, identifying process gaps and implementing solutions to enhance operational efficiency and internal customer satisfaction. - Collaborate with cross-functional teams to align support services with business objectives and contribute to IT projects and initiatives. - Monitor support metrics and KPIs, preparing reports and presenting insights to senior management. - Conduct regular team meetings, performance evaluations, and coaching sessions to foster a high-performance culture. - Budget planning. - Developed and implemented standardized processes and procedures to improve service quality and customer satisfaction. - Collaborated with other departments to ensure seamless integration and support for new systems and technologies. - Monitored support ticketing system and analyzed performance metrics to identify areas for improvement.

Wix.comIT Support Team Lead

Oct. 2019 - Nov. 2021Kyiv- Lead a team of 5 IT Support Specialists, providing mentorship, training, and performance management to drive exceptional service delivery. - Manage daily support operations, including ticket queue management, prioritization, and resolution within defined SLAs. - Serve as the escalation point for complex technical issues, working closely with team members and other stakeholders to provide timely resolutions. - Collaborate with cross-functional teams to develop and implement process improvements, resulting in increased efficiency and customer satisfaction. - Conduct regular team meetings, performance evaluations, and coaching sessions to foster professional growth and development. - Develop and maintain knowledge base articles, standard operating procedures, and documentation to enhance support effectiveness. - Coordinate with vendors and third-party service providers to ensure smooth execution of hardware repairs, software updates, and system upgrades. - Participate in IT projects and initiatives, providing technical expertise and guidance as required.

Wix.comIT Support Specialist

May. 2019 - Oct. 2019Kiev Region, Ukraine- Provide comprehensive technical support to end-users across the organization, resolving hardware, software, and network issues promptly and efficiently. - Collaborate with cross-functional teams to implement and maintain IT infrastructure, including servers, network devices, and user workstations. - Perform system and software installations, upgrades, and patches, ensuring seamless integration with existing systems. - Conduct regular preventive maintenance activities, including system backups, antivirus updates, and hardware inspections. - Administer Active Directory and user accounts, ensuring proper access rights and permissions. - Develop and deliver user training sessions on software applications and IT best practices.

Inter-Prompt Global (IP Global)Field Support Engineer

May. 2018 - May. 2019Kiev Region, Ukraine- Provide on-site technical support and troubleshooting for hardware, software, and network-related issues. - Install, configure, and maintain computer systems, peripherals, and network devices. - Collaborate with clients to understand their technology requirements and offer tailored solutions. - Conduct system upgrades, software installations, and hardware replacements as needed. - Respond promptly to service requests, ensuring issues are resolved within agreed-upon SLAs. - Maintain accurate documentation of support activities, troubleshooting steps, and resolutions. - Train end-users on system functionality, best practices, and preventive maintenance. - Proactively identify potential system improvements or optimizations to enhance performance.

3ShapeIT Support Engineer

Mar. 2018 - Oct. 2018Kyiv- Installation and maintenance of all IT equipment (computers, LAN and WAN equipment, IP telephony, labeling ) with respect of internal standards and procedures; - Creation of new users account's in Active Directory, MS Exchange, Skype 4 Business. - Administration of Avaya Telephony user accounts and editing of call-flow's for internal groups. - Creation and administration of internal manuals and procedures in Confluence. - Providing of 1st and 2nd level of on-site and worldwide users support; - Weekly briefing provision for newcomers on internal IT environment and company policies; - Provision of small IT equipment repair; - Dealing with service centers, provision of negotiations for all warranty based repairs;

International Committee of the Red Cross - ICRCICT Technician

May. 2017 - Feb. 2018Kiev Region, Ukraine- Installation and maintenance of all professional IT equipment (computers, servers, peripherals, power systems, LAN and WAN) with respect of internal standards and procedures; - Installation, programming and maintains all existing Telecom equipment respecting internal standards and procedures; - Providing of 1st and 2nd level users support; - Briefing provision to users on internal ICT environment and policies; - Stock administration (ensuring that basic stock item positions do not go below minimum levels and reacting timely); - Receiving and acknowledgement of all shipments related to ICT equipment, and reporting in case of defect; - Dealing directly with local providers of ICT material and services for small/medium local purchases; Stock Management: - Selfrepair of small ICT equipment; - Dealing with service centers, provision of negotiations for all warranty based repairs;

People in NeedSenior Logistics Specialist

Jan. 2017 - May. 2017UkraineIn addition to all IT Coordinator position responsibilities performed following duties: - Creation and development of Job Descriptions for employees from Logistics Department; - Creation and development of internal databases to provide efficient spending check; - Providing of warehouse quality check in coordination with Security Department; - Providing timely support for local and expatriate staff with all accommodation/ transportation/ IT needs and ensuring timely and high quality solutions; - Staff Evaluation provision;

People in NeedIT Support Coordinator

Sep. 2015 - Dec. 2016- Coordinating overall IT operations of offices in Donetsk, Stakhanov, Kiev and Slovyansk; - IT staff supervision; - IT staff evaluation; - IT assets contracts development; - Budget planning for IT department of Mission in Ukraine; - LAN/WAN networks maintenance, CCTV maintenance and installation; - Workstations maintenance; - Users support;

Kramatorsk Water Supply CompanyIT Operations Engineer

May. 2011 - Jun. 2015Ukraine- ensuring services: maintenance, troubleshooting of LAN/WAN networks, CCTV systems; - maintaining work stations (more than 70), printers, different office equipment; - providing users support, website support; - installation of new software, operation systems (Windows 7/XP, Linux), servers maintenance (ESXI, Windows 2012 R2, CentOS), local software for accountants, local software for lawyers; - basic reparation of hardware