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Experience level:
More than 5 years
Education level:
Higher
Languages:
Russian: Native
English: B1
Serbian: B1
Have a nice day everyone!
Thank you for taking a look at my resume. A positive manager would be happy to collaborate with you!
Over 20 years of experience in IT. Responsible and goal-oriented, with an emphasis on rapid learning and collaboration. Skilled in negotiations, presentations, and public speaking. Stress-resistant and willing to travel.
Proactive. I enjoy cross-country and alpine skiing, water sports, and cycling.
• Management and organization of the Colvir product support service;
• Coordination of managers (training +4 new ones, motivation, SLA and KPI monitoring), 10 support teams (9 managers reporting to 95 people);
• Process optimization, personal communication with clients (33 banks, 9 locations);
• Analytics on key service metrics, identifying problem areas.
Key skills:
• Knowledge of banking fundamentals, business process optimization, automation;
• Interaction with the implementation team, product team, and accounts;
• Experience working in a distributed team, training, and supervising staff;
• Experience organizing and managing a support service in fintech.
Achieved results:
• Improved the 24/7 customer support strategy with a minimal budget increase;
• Implemented client meeting protocols (improved customer satisfaction);
• Actively participated in the transition of four new banks to support, optimized the transparency of the transition process (improving the quality of the accepted software);
• Improved service efficiency, public speaking within the company.
Implemented the following projects:
• Project “Building a support team for banks localized in Uzbekistan”;
• Project “Optimization of the staffing structure for after-hours support”;
• Project “Qualification requirements for the Support Service”;
• Project “Support Service Competence Centers”.
• Organizing and overseeing the IT department, performing daily tasks, ensuring stable system operation, and monitoring the processing of incoming user requests. 6 people directly reporting to each other. Built a team from scratch.
• Organizing security audits and audits of information systems.
• Designing and organizing the company’s IT infrastructure (Russia and Cyprus), restructuring services. 9 physical and 36 virtual servers, 75 workstations.
• Implementing 1C-Rarus: Securities Accounting, 1C-Rarus: Back Office, and supporting 1C:Enterprise 8.3 and 1C:Payroll and HR Management 8.
• Equipment audits, planning, optimization, and IT budget execution.
• Organizing software and hardware procurement, interacting with partners and suppliers, achieving 17% annual budget savings when selecting goods and services. A financial optimization project for providers resulted in savings of 34%.
• Developing strategy and tactics for the company’s development in the IT sector;
• Managing the company’s internal IT projects;
• Developing project and technical documentation and internal regulations;
• Developing, implementing, and maintaining information security policies and other IT policies;
• Improving the quality and optimizing costs of corporate mobile communications;
• Assisting the Presidential Office on a wide range of tasks, reporting to the CEO.
Achieved results:
• Modernization of the company’s network and server infrastructure using Cisco, HP, and DELL hardware solutions, as well as VMware and Microsoft virtualization systems, was completed in three geographically dispersed mini-data centers in various countries (two of which were built from scratch, in Russia and Cyprus). The company’s core services were migrated to an internal cloud.
• Implementation of failover server clustering, a failover email system, failover VPNs between the office and data centers, a geographically distributed backup system for critical data, a monitoring system for critical services, internal and external IP telephony, and a confidential video conferencing system. Information security was improved, solutions mitigating cyber threats were implemented, and secure remote work for employees was organized.
• Development of the IT service was completed, services and systems were streamlined, new technologies were mastered and implemented, and communication costs were optimized.
• Comfortable and modern premises for conducting the company’s business with protection against information leakage have been developed and built.
Completed projects:
• Project “Creating a Mini-Data Center Abroad from Scratch” (Cyprus);
• Project “Financial Optimization of Providers”;
• Project “Implementation of the CISCO FIREPOWER Security and Attack Protection System”;
• Project “Company Network Audit”;
• Project “Implementation of the VEEAM Backup System”;
• Project “Implementation of the ZABBIX Server and Network Equipment Monitoring System”;
• Project “Virtualization Platform Modernization – HyperV Cluster Implementation”;
• Project “Creating a Second Mini-Data Center Abroad from Scratch” (Cyprus);
• Project “Creating a Fault-Tolerant Exchange DAG Mail System”;
• Project “Modernization of the Microsoft Dynamics NAV Enterprise Resource Planning System”;
• Project “Creating Confidential Secure Meeting Rooms”;
• Project “TRUECONF Secure Video Conferencing + VPN”;
• Project “Implementation of MAILSTORE Email Archives”;
• Project “Modernization of IP Telephony – Transition to ASTERISK”;
• Project “Transition from BlackBerry to Android and iOS”;
• Project “Modernization of TRASSIR Access Control and Video Surveillance”.
Project Management, Budget Management, Negotiation, Presentation Skills, Customer Focus, Information Security, Network Equipment Administration, Cisco Server Administration, MS SQL Server, Microsoft Exchange, DAG, MS Navision, VMware HyperV, Atlassian Jira, Team Management, Process Automation, Team Building, Policy and Procedure Development and Implementation, Atlassian Confluence, Business Communication, ITIL, PostgreSQL, Python, Docker, Linux, Zabbix, Apache Kafka, Apache NiFi, Nginx