IT manager

Serving as Key Account Manager (Service Manager) for top customers such as S7 Airlines, SVO Airport, Ural Airlines. Duties include: - Operating as primary contact point for any significant matters related to customer service support, pre-sale, sale, business development, risk and escalation management, etc.; - Managing bid team; - Building and evolving partner relationships; - Generating revenue and creating mutual value; - Managing support activities and SLA monitoring; - Organizing and leading portfolio-specific workshops; - Representing customer at internal meetings ensuring their interests are kept intact. Achievements include: Delivering over $9 mil. TCV; building strong, two-way beneficial relationships by gaining trust from paying attention to details and structuring a strong, smoothly functioning support chain from scratch.

Operated as Infrastructure engineer (later promoted to Senior Engineer) supporting dedicated environment in airport, including win2003/2008r2 farm, LAN infrastructure, Oracle DB and delivering SLA directly to customer. Duties provided: - Incident management (L2 and L3); - Change management; - RCA analysis; - Supporting a zero-downtime infrastructure; - Designing, implementing, supporting and developing dedicated private routed LAN (4xCisco ASA; 4xCisco 3850 and 6xCisco 2960); - Negotiating with customer (up to CIO level); - Organizing Service Reviews and executing Service Improvement Plans; - Supporting legacy and industry-specific solutions. Once promoted, same duties were extended to multiple sites of same specification (airports). Achievements include: building a complex DMZ infrastructure to ensure safe operations at resilient, failproof environment ensuring smooth, seamless migration for one of the most crucial airoirt's IT system (negotiation and maintaning procedures buildup included).

Performed as Senior Service Desk agent (plus dedicated Subject Matter Expert) at L1-L2 ensuring SLAs and providing proactive monitoring for multiple customers across Russia/CIS. Duties provided: - Supporting customers (WAN, LAN, Desktops, industry-specific products) 24/7/365 maintaining high SLAs (99.95%); - Managing changes and scheduling support activities; - Documentation and Guides support as Knowledge Subject Matter Expert; - Proactive monitoring and event management. Achievement include: participated in buidling (end-to-end) a premium Service Desk team as Senior Agent, awarded with internal BRAVO certificate for full network audit required for solving a complex customer issue, achieving high SLA.

Carried out a number of activities related to Implementation Engineer duties, such as: - Maintaining and Troubleshooting dedicated environment - Customer support based at Networking area; - Projects delivery and transition; - Customer negotiation (engineer, PM level); - Home office support, maintenance, and upgrade; - Network architecture audit (supplementary); - Layer 1 maintenance, Security issues; - Establishing and further upgrade of small DC infrastructure including: Cisco 2951x2, Cisco3850x2 stack, Cisco2960s; - Documentation and Guides support.

Employed as IT intern at fast growing ex-startup where assisted dedicated migration team at: - Migrating private LAN; - Supporting internal users; - Organizing and supporting internal kick-off meetings; - Prepared and executed post-mortem incident analysis.