Requests
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Network Power<100 people
Roles
✔️100%
IT
🧑💼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
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