Specjalista wsparcia technicznego

- Built a technical support team from scratch (5 people), achieving 98% SLA compliance within 6 months and reducing average incident resolution time by 40%. - Implemented SLA and KPI monitoring, cutting overdue tickets by 60% and improving reporting transparency for management. - Introduced ticket prioritization and automation in Jira, reducing average first response time from 4 hours to 30 minutes and decreasing stale tickets by 75% within 3 months. - Established deadline tracking and SLA control, significantly reducing overdue tickets. - Ensured support processes fully complied with contract requirements — all key metrics met without violations. - Trained 100+ end users and client representatives, increasing their self-sufficiency and reducing repeat requests. - Implemented weekly Confluence dashboards tracking team KPIs (SLA, resolution time, workload), identifying 20% performance capacity reserves and justifying 2 additional headcount for new projects. - Created and structured a knowledge base, cutting resolution time for common incidents and streamlining engineers' workflow.

- Successfully delivered 2 projects on time and within budget. - Developed detailed project plans, ensuring predictable team workflow and reducing delays. - Accurately defined milestone timelines, aligning work between contractors and the client. - Identified risks early and mitigated their impact, preventing missed deadlines and critical incidents. - Flexibly adjusted plans to changing requirements without compromising quality or timelines. - Efficiently allocated tasks and monitored progress, maintaining high team productivity. - Established stable communication between stakeholders, ensuring shared understanding of goals and requirements. - Reviewed and approved technical and project documentation, ensuring compliance with GOST and regulatory standards. - Organized and conducted user training sessions, enabling smooth system adoption. - Created methodological guides and manuals, which became the foundation for ongoing support and scaling of implemented solutions.

- Successfully implemented information systems in government organizations, ensuring regulatory compliance and stable production performance. - Coordinated and organized full-cycle implementation, delivering all project phases on schedule with zero critical client objections. - Prepared complete project documentation and reports in accordance with GOST standards, ensuring seamless inspections and formal acceptance. - Delivered dozens of lectures and hands-on training sessions, enabling users to quickly master the system and significantly reducing support ticket volume. - Developed methodological guidelines and operational manuals, which became the standard for future implementations and maintenance. - Performed functional and integration testing, identifying and resolving critical defects prior to go-live. - Created strict reporting documentation for federal clients, ensuring full transparency and accuracy of all project materials. - Organized and conducted client staff training across multiple Russian regions, ensuring smooth system deployment in a distributed infrastructure.

- Maintained stable system operation across production and warehouse facilities, ensuring high availability and minimizing downtime. - Reduced incident resolution time through in-depth diagnostics and clear procedures, providing 24/7 support for client-critical processes. - Successfully resolved complex technical issues in restricted facilities, restoring system functionality within extremely tight deadlines. - Ensured correct installation and configuration of company's software and hardware stacks, preventing early-stage implementation errors. - Conducted dozens of user training sessions, increasing their self-sufficiency and reducing repeat support requests. - Created a complete set of operational documentation (manuals, guidelines, virtual labs), which became the training standard for engineers and end users. - Optimized SQL queries, improving system performance and accelerating data processing. - Identified defects early by analyzing logs and system behavior; initiated and deployed necessary fixes. - Maintained Windows and Linux server stability, ensuring predictable infrastructure performance. - Managed Oracle databases, configured archiving, and prevented data loss incidents. - Ensured reliable data exchange between the management system and SAP, eliminating integration errors and minimizing incidents.

- Delivered VAUIS implementation projects for government agencies, automating key processes and improving their operational efficiency. - Conducted pre-project surveys at 20+ sites, ensuring accurate resource and timeline planning and eliminating implementation-phase risks. - Developed and approved 40+ sets of project documentation per GOST standards, guaranteeing successful acceptance committee reviews. - Successfully commissioned 12 sites (Cisco, HP, APC hardware), personally performing startup and commissioning as lead engineer. - Ensured uninterrupted system operation through ongoing support and scheduled maintenance, reducing critical incidents by 70%. - Trained 200+ users (lectures and hands-on sessions for groups of up to 50), increasing their competency and reducing support desk load. - Created and deployed virtual training labs, cutting new technical staff training costs by 50%. - Developed a methodological guide package for project replication, accelerating new site implementations by 20%. - Tested 5+ product versions, identifying critical bugs prior to client delivery. - Developed implementation blueprints for federal-level clients in compliance with GOST, laying the groundwork for successful major contracts. - Prepared strict reporting documentation packages, ensuring full regulatory compliance. - Conducted site surveys at 12 client locations, producing accurate SOWs and commercial proposals, improving commercial conversion rates. - Successfully implemented 3 regional automated systems, ensuring seamless integration with existing federal infrastructure. - Responded rapidly to closed/restricted sites for diagnostics and critical failure resolution, restoring systems within tight deadlines (average 48 hours). - Organized and delivered on-site training courses for client staff across Russia, standardizing user workflows across regions.