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Experience level:
3-5 years
Education level:
Master
Languages:
Russian: Native
English: C1
✔️ Inviting IT specialists to events (by phone), adding information about succeeded calls in reports (MS Excel);
✔️ Offering to be included in the client database to receive further invitations to IT events (Galaktika CRM).
✔️ Work during writing Master’s thesis;
✔️ Processing of medical signals (stabilography, cardiography) using the Python programming language (SciPy, pandas, NumPy libraries);
✔️ Assessing the accuracy of signal qualification using machine learning (k-nearest neighbors method) and Python programming language (SciPy, pandas, NumPy libraries);
✔️ Statistical analysis: charting (IDEF0 tools, NumPy library and draw.io), describing the results, providing results every semester in the form of reports.
✔️ Resolved incidents/requests for SharePoint-based EDMS (WSS Docs) via HP Service Manager, achieving >95% SLA compliance, ITSM (HP Service Manager, SMAX) Request and Incident Fulfillment (Level 2L);
✔️ Administered EDMS under 2L permissions (roles, access, configurations),
✔️ Authored and maintained 30+ Confluence knowledge articles and runbooks, increased self-service resolution;
✔️ Testing systems, writing technical specifications and testing protocols (Medical system on Ubuntu, company’s self-written product);
✔️ Partnered with L1 and vendor/L3 teams to escalate efficiently and stabilize high-priority workflows;
✔️ Making dashboards for the department – department trees, directorate trees (draw.io).
✔️ Freelance work: graphic design for promo material (Adobe Illustrator);
✔️ Invoices accounting (Bentral);
✔️ Meeting guests;
✔️ Providing instructions with self check-in and check-out.
✔️ Solving user requests (2L technical support)
✔️ Diagnosing and troubleshooting system issues; escalating complex cases.
✔️ Continuously monitoring system status to identify and prevent failures.
✔️ Collaborating with developers, engineers, and other internal teams to promptly resolve issues.
✔️ Maintaining communication with international partners.
✔️ Supporting ongoing projects.
Customer Relationship Management (CRM), Contact Centers, Cold Calling, International Relations,
Email, Product Support, Hospitality Industry, Ticketing Systems, Business Communications, HP Service Manager, Electronic Document Management System (EDMS), ITIL, Information Systems, Support Analysts, Analytical Skills, Software Implementation, Microsoft Outlook, System Testing. pandas, SciPy,
NumPy, Use Case Diagrams, Diagrams, Biophysics, Microsoft Office, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Project, Microsoft Access, Adobe Illustrator, Pycharm, C++, C#, HTML, Cascading Style Sheets (CSS), IDEF0, Medical Information Systems, Confluence, SharePoint, Business Process, Scientific Research, Scientific Writing, Publications, Statistics, Data Analysis, Data Analytics