Ilya Chernyatovich

Provide support for 400+ users in 7 offices. Motivation, personal development, tasks distribution in team Implemented service-desk, including SLA Implemented services high availability plan and services availability monitoring Improved IT policies/procedures Conduct satisfaction surveys Analyse issues, reduce time for resolving requests by instructions and automation Develop communication policies Work with services/equipment suppliers, budget optimization IT projects management

Develop new practices/policies for IT department Conduct Customer’s satisfaction surveys regarding IT services Support for 600+ users in Russia and Cis Coordinate global Help-Desk teams “Bridge” between business and IT Participate in regional IT projects as analyst, trainer and as project lead Coordinate all cluster-CIS digital resources to deliver communication campaigns Work with developers, vendors, service suppliers Participate in digital marketing team projects

support end users in common issues. Support office phones. Resolving tickets regarding hardware and software Support IT infrastructure in Moscow office and regional offices Provide 3 level support for 900+ users Taking part in IT infrastructure projects ITCP design Plan IT purchases, accounting equipment and inventory on IT Stock Conduct tenders for IT infrastructure services and hardware suppliers. Cooperation with suppliers, vendors Keep in order change management system

2 level helpdesk. It team support 40+ offices in Moscow and Moscow region. 100+ users for one office. I supported 5 offices, territory distributed Cooperation with first level support team (hot line) and third level team (Network and server Administrators) to resolve user tickets Resolve user requests, tickets in 5 offices on place Equipment accounting and inventory in each office. Purchase plan design, orders approval Taking part in projects regarding new applications and office infrastructure

Taking part in project of AirPlain Simulator developing. C++ coding

math, computer science, programming, computer networks, telecommunications, satellite communication,