Резюме № 47726468
Обновлено 27 января 2020
Обновлено 27 января 2020
Technical support team lead / senior support engineer
Был больше месяца назад34 года (родился 18 августа 1991)
Москва, готов к переезду
Занятость
полная занятость
Гражданство
Россия
Контакты
Телефон
Почта
Фото, имя и контакты доступны только авторизованным пользователям
Опыт работы 13 лет и 2 месяца
- Февраль 2019 – работает сейчас
- 6 лет и 10 месяцев
Team Lead Helpdesk
Ryazan city electricity distribution company (RGRES), РязаньОбязанности и достижения:
• The deputy head of technical support group, operators and engineers of the help desk (number of subordinates - 7 persons). Work with adjacent departments: developers, designers. • Perfect communication and presentation skills. English B1 plus • Advanced soft skills: User empathy; Creativity; Persuasion; Collaboration; Adaptability; Emotional intelligence • Processing "hastily" of all arriving demands on channels of a telephony and through Service desk of system (150+ users). • Work with objections, claims, violations of deadlines by the Customer. • Control of workflow and quality of service: software, technical support of the Customer's equipment (150+ users). • Reporting preparation and analysis • Receive and process user requests. • Training activities for subordinate operators and engineers • Preparation, conclusion and execution of enterprise contracts (within the tasks and functions of the IT department). • Ensuring uninterrupted functioning of IT infrastructure • Installing new/repair workstations (Mac os, Windows, Linux machine, Enterprise Android & iOS, iPadOS, Apple TV OS) • Planning the acquisition requires hardware and software. • Introduction and maintenance of various software. • Control of the operation process of the implemented software and hardware. • Commissioning of low-current equipment Pulsar (heat/water/gas meters on digital/pulse/radio channels) • Computer network setup, wifi installation of any complexity mikrotik, ubiquiti, openwrt, dd-wrt etc • Support for peripheral equipment (purchase, installation, configuration), enterprise servers, PBX, Mikrotik network equipment, maintenance of user PCs • Software configuration and maintenance (Motiv, REDMINE, ITSM/ITIL, jira, Confluence etc.)- Февраль 2018 – февраль 2019
- 1 год и 1 месяц
Senior Support Services/ Support Team Lead (IT Infrastructure AIISKUE)
Scientific production company PULSAR, МоскваСлаботочные сети (монтаж, сервис, ремонт), Системная интеграция, автоматизации технологических и бизнес-процессов предприятия, ИТ-консалтингОбязанности и достижения:
PULSAR - manufacturer of devices and software for automated energy resources accounting. PULSAR Ltd. carries out complex implementation of measuring automated systems of control and accounting of energy resources, as well as systems of supervisory control and turnkey remote control, ranging from pre-project inspection and drafting of specifications to installation and commissioning. The enterprise is a member of SRO of designers and SRO of builders. The duties include: • The deputy head of technical support group, operators and engineers of the help desk (number of subordinates - 7 persons). Work with adjacent departments: developers, designers. • Processing "hastily" of all arriving demands on channels of a telephony and through Service desk of system (150+ users). • Work with objections, claims, violations of deadlines by the Customer. • Control of workflow and quality of service: software, technical support of the Customer's equipment (150+ users). • Reporting preparation and analysis • Receive and process user requests. • Training activities for subordinate operators and engineers • Preparation, conclusion and execution of enterprise contracts (within the tasks and functions of the IT department). • Ensuring uninterrupted functioning of IT infrastructure • Installing new/repair workstations (Mac os, Windows, Linux machine, Enterprise Android & iOS, iPadOS, Apple TV OS) • Planning the acquisition requires hardware and software. • Introduction and maintenance of various software. • Control of the operation process of the implemented software and hardware. • Support of low-precision equipment of Russian manufacture (heat/water meters, heat allocators Pulsar) for adjustment and configuration (RS485/232, Mbus, ModBus, GSM/CSD). • AIISKUE software support (remote connection to RDP/VNC/TeamViewer, Ammyyy etc.) • Commissioning of low-current equipment Pulsar (heat/water/gas meters on digital/pulse/radio channels) • Telemetry systems setup (GSM/CSD, TCP/UDP channels) Development of TOR and certificates of work performed in MS VISIO, PROJECT and AutoCAD systems. • Computer network setup, wifi installation of any complexity mikrotik, ubiquiti, openwrt, dd-wrt etc • Support for peripheral equipment (purchase, installation, configuration), enterprise servers, PBX, Mikrotik network equipment, maintenance of user PCs • Software configuration and maintenance (Motiv, REDMINE, ITSM/ITIL, jira, Confluence etc.)- Август 2016 – январь 2018
- 1 год и 6 месяцев
IT Technical Support Specialist L2/Tier 2
Обязанности и достижения:
• Coordinated with Level 1 technical support specialists to take over calls outside their level of support. • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. • Onboarded and trained all incoming junior tech support specialists.- Июнь 2015 – июль 2016
- 1 год и 2 месяца
IT Project manager (gas station infrastructure)
РоснефтьНефтепереработка, нефтехимия (производство), ГСМ, топливо (розничная торговля), ГСМ, топливо (продвижение, оптовая торговля)Обязанности и достижения:
• Introduction and development of ITS for the automation of production and technological processes. • Preparation, analysis and approval of project plans, identification of risks associated with the implementation of work plans. Adjustment of the project plan. • Monitoring the implementation of the project plan. • Interaction with functional customers, stakeholders and contractor. • Control of the architecture and technical solutions of ITS. • Technical audit and analysis of documentation for compliance with technical requirements. • Participation the testing and operation of ITS. • Participation in the development, coordination of technical solutions for the implementation and development of ITS- Октябрь 2012 – май 2015
- 2 года и 8 месяцев
Middle engineer Help Desk L1/Tier 1
РоснефтьНефтепереработка, нефтехимия (производство), ГСМ, топливо (розничная торговля), ГСМ, топливо (продвижение, оптовая торговля)Обязанности и достижения:
• Организация видео/аудио конференций • Начальная/первичная диагностика • Проведение эскалации обращений на технических специалистов 2 и 3 линии по тематике и возникших сложностях со стороны пользователя • Прием, обработка, решение обращений и консультация пользователей ОАО НК "Роснефть" • Поддержка ПО торгово-розничной торговли, администрирование ОС и БД • Обеспечение бесперебойного функционирования прикладного и специального программного обеспечения
Образование
- Высшее образование
- 2014
- Высшее образование
- 2011
Обо мне
Дополнительные сведения:
Hi!
I am sick with technology, more than 6 years in IT.
Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer at Rosneft and MTS group
Административный персонал, Информационные технологии, Консультирование, Маркетинг услуг, HTML, CSS, JavaScript, Оценка компетенций, Mac Os, iOS, Linux, PowerShell, Администрирование, Modbus, Rs486, АСКУЭ, Проектный менеджмент
Иностранные языки
- Английский язык — разговорный
Фото, имя и контакты доступны только авторизованным пользователям
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