- management of IT Service Desk employees in terms of receiving and processing requests - 9 in direct subordination in Russia and 12 indirectly in the CIS countries; - reorganization of receiving calls on the hotline; - preparation of job descriptions for specialists; - selection of specialists; - coordination of the work of the first, second and third lines of support - solution of problems - implementation of KPI and assessment of personnel performance based on it - conducting an inventory of the IT equipment warehouse - support of corporate mobile communication service - edition of the training for new employees of the company, coaching of junior specialists and training in public speaking skills - testing and training of department specialists to work with new Service Now services Projects: setting up and controlling the transfer of personal data to a mobile operator, migrating users from the old domain to the new one; preparing training materials and creating and conducting presentations for employees for the implementation of ServiceNow, familiarizing employees with ITILv4 standards; Training: ServiceNow administrator course (Incident, Asset, Knowledge, Change, Problem Management) 3 days in English - internal training

MANAGING PEOPLE: Managing IT Service Desk teams (Call Center and Desk side support) for 6000+ employees across 9 CIS countries in 24 offices during 8 years: - Performance management (making goals, interim assesment, annual assessment, KPI) - Employees development, training planning - Intermediate meetings and mentoring ~ 35 subordinates (directly subordinated to 7 people, 1 in Moscow, 1 in Nizhny Novgorod, 1 in Baku, 1 in Tbilisi, 1 in Erevan and 1 in Minsk) - regular trips to employees to KPMG offices and meeting with staff CIS SERVICE DESK ORGANIZATION: Creation and development centralized service IT CIS Call Center in three offices: (2012-2013)St. Petersburg, Kiev and Almaty - Recruitment and training of employees - 24*7 Sevice support by phone, e-mail and locally in Moscow office (2017-2018) - The organization of on-line knowledge base based on the Share Point and flexible for call center operators and local technical support offices - Specialists of local groups IT Service Desk and CIS ITS CallCenter operators should be interchangeable - Statistics, KPI and annual reporting - Involving new services for support Management of Global Desktop support team (2016-2018): - patch management - security compliance - pilot of Windows 10 build ASSET MANAGEMENT: Creation job descriptions and procedures for the staff responsible for IT warehouse in Russian offices and CIS - development process, procedures - creation job descriptions - control process inventory and disposal - equipment order and forecast for CIS - prepare and organize old equipment sold BUDGET PLANNING: The annual budgeting of the equipment for the end-user, disposal of old equipment and repair Regular report of newcomer’s equipment delivery and support during IT Services adaptation in the new offices. PROJECT MANAGEMENT experience: - Remove Local Admin rights on end-users copmuters - Implement Software Order procedure MIGRATION TO REMEDY (2013- 2014 year): According internal policies and processes, ITIL practices and readiness to centralized IT Service Support we migrate to BMC Remedy platform: Incident Management, Knowledge Management, Asset management - The creation of templates for copying data - The organization of self-registration requests from end users - Testing of intermediate solutions - Preparation of technical specifications for implementation PRINTING SERVICE MANAGEMENT: Update printing service and the introduction of “SafeQ” solution for offices in Russia, Ukraine and Azerbaijan - in 10 offices ~150 devices chanched in 2013 year, Konica Minolta devices In 2017 after printing tender I implement Xerox devices in Russia and Ukraine, Konica Minolta in Georgia, Armenia, Kazakhstan and Uzbekistan, overall 200 MFD's - The collection of statistics, calculation of equipment - The organization and preparation of sites for new devices Print - The organization of training for IT professionals and end users - Coordination of the parties on the implementation of projects with administrative units in the offices of KPMG in different cities and countries - Planning and allocation of manpower during the interruption of the print service - Reporting OFFICE MOVING: The distribution functions of employees during the transfers and updates offices of KPMG in Russia - (Moscow, StP, NiNo, Kzn, Astana, Almaty, Perm, Baku, Tashkent, Voronezh, Ufa, Vladivostok) - works planning - office communication - managing IT Service Desk people during relocation OS MIGRATION (WinXP -> Win Vista -> Win 7 -> Win 10): Organization support for the project for the transition from one version of OS to the new one - it was three times during 6 years -Training for IT professionals - Equipment for backup - Preparation of a smooth transition - Training for end-users - Development guidelines IP TELEPHONY moving to Skype for Business: Support and organization user guidelines, training for IT Service Desk specialists, headsets, communication BUSINESS CONTINUITY:Take a part in the drafting of the document Business Continuity and Disaster Recovery Plan Testing MOBILE E-MAIL: Preparation, participation and launch mobile email service for employees of offices in CIS - Blackberry, Megafon LoginPlus, Samsung , software devices - ordering, training of IT specialists and preparation of work instructions for users (MobileIron) and other projects

ITS CIS Call Сenter: - The organization of work processes between the first and three-quarter line (Call Center team and Desk Side Support), job creation and work instructions, control of working hours; - Set up a telephone service, together with a group of engineers, telecommunications systems, the creation of cases and record IVR, including urgent messages, - Development of procedures for handling cases and user management Knowledge Base - Recruitment and training of new employees IT Call Center in St. Petersburg - the expansion of the service IT Call Center for Russian 5 offices (2,500 employees) - The collection of statistics, the establishment of a monthly report on the services IT Call Center and Desk Side Support IT Desk Side Support service: - The union teams with IT staff in Kiev and Almaty, the creation of an international team, training and commissioning of the joint work in different time zones - 19 direct reports (8 - in Moscow, 6 - in St. Petersburg, 4 - in Kiev, 2 in Nizhny Novgorod, 2 in Ekaterinburg, 1 in Novosibirsk, 4 in Almaty) Design and creation of monthly reports on the work of the service IT Service Desk: IT Call Center & Desk Side Support (2000 calls per month on average, 300-500 local tickets) at the offices of Russia, Kazakhstan and Ukraine; Organizing support for the implementation of new IT projects in the business units - such as the - order, preparation and replacement of obsolete laptops and workstations, the migration to Windows Vista and Office 2007 c Windows XP and Office 2003 travel offices and travel jobs inside the office in Moscow organization of support in the implementation of MS Communicator 2008 R2, you interact with the service providers of Internet service and mobile service staff (Blackberry and Nokia E63 service and setting) - service copiers, Garant, Consultant Plus and others)

Accept and processing of requests by phone, mail or in person by employees of the Moscow office (1500 employees) on support for information services and solutions of the problems with services and appliances (laptops, desktops, printers, MFPs, fax and other services information technology) - Receiving calls - an average of 20-30 per day - Service users in the workplace and support measures (7-15 applications per day); - Advice and staff training on a new IT service - depending on the project - the introduction of IP-telephony, office move, the occurrence of critical failures critical IT services, the organization of a workaround and more. Organization IT Call Center service due to the introduction of IP telephony, the creation process of registration of all incoming calls, letters and personal appeals Participation in the project Document Management (Interwoven) - test cases, identification and description of the error

Interviewing candidates for the position of the operator HelpDesk. Assistance in adapting and monitoring of new employees. Creating and updating of procedures for receiving calls (4 groups: Information Technology (IT), administrative service (ACS), Service Center, recruitment), tests for checking the quality of knowledge. Control the correctness of the registration and solving incidents operators. Resolution of complex and conflict situations, VIP-service users. Meetings, development and monitoring of work schedules of operators group, organization of the workplace. Implementation of the system of motivation of the operators group, based on assessment of customer satisfaction and quality of work. Development answerphone recording system. Control and monitoring of the critical issues. It participates in the project to integrate and automate activities CallCenter. Designed and implemented a system of certification of personnel. Maintaining the quality of reporting on the work of the group. Designed and implemented a system of "on-line" access to working instructions of the operators department, allowing you to quickly inform about critical situations and the way to solve them, as well as a knowledge base for frequently asked questions. I designed and created a storage system of work instructions, and remote access to the corporate network.