Responsibility: Employees management: - hiring; - learning and developing employees; - control of department work, staff list fulfillment Service desk management: - quality assurance (SLA, internal documents follow-up); - customer feedback management; - resolution of diffucult situations with customers; - incident management, problem management and configuration management roles execution in accordance with ITIL; - SLA definition review, service catalogue review according to business requirements. Operational department management (as a part of customer service department): - control of billing process; - control of invoicing process; - control work with overview debt. Achievements: New customer service department is created and developed from scratch: - concept of new department is developed; - staff list is created, approved and fullfilled; - knowledge base is created and kept up-to-date; - SLA, OLA definitions are developed for all services; - Help Desk system is customized for the new department in accordance with Service Desk team requirements; - KPI system for employees is developed and implemented; - following up reports for external and internal needs are made; - reduced negative feedback from customers to almost zero value after all improvements are made.

It is large foreign company (Kesko Oy) where I was representing Russian part of the business inside Global model). Head office is in Finland. The biggest project was SAP R/3 implementation at the almost same time in Russia, Sweden, Norway, Latvia, Estonia and Finland. Responsibility: - quaility assurance in accordance with business requirements; - internal staff of IT department and outsorcing companies management (including search for new outsourcing companies for new or renewed business requirements); - company strategy to specific IT projects and tasks conversion; - implementation of new services and improvement of existing services where I was as project manager or coordinator; - IT budget planning and control (rolling plan); - IT-expenses reduction by different ways (new vendors research, new agreements signing, staff list renewal etc); - Reports to IT director and company management team within predefined and specific reports; - Test manager as my second role execution (new releases test planning, arranging and controlling integration and regression test, post test review etc). Achievements: - successful implementation or SAP R/3 (AR, AP, FI, SD, MM, BW etc) ERP system in overall company stores in Russia (as deputy of development manager, support manager, test manager and incident manager); - successful implementation of Help Desk system (Remedy, Service Now in future); - set of reports, KPI about IT department activity are developed (using automated tools) and implemented; - High availbility level of IT service providing by implementation of different projects and solutions is achieved; - service list and its detailed description is created and kept up-to-date; - successful completion of projects aimed at compliance with the Russian legal requirements (e.g. storage and processing of personal data), infrastructure upgrade (POS software in stores), opening of new stores, etc.

Responsibility: Customizing and implementing Oracle E-Business Suite (OEBS 12.0) for one of largest government company. Finance was primary module (AP, AR, GL) and FA (fixed assets) later on. My main tasks were: - customer needs determination, selection OEBS modules for implementation; - creation business model "as is" and "to be"; - concept description; - development and approval with customer of technical specifications for current and further system functionality; - system customization. Achievements: Oracle E-Business Suite is successfully implemented (finance and fixed asset modules which were in my responsibility).

Responsibility: - New software development according to business needs. My areas were: - fixed assets; - cost price; - tax and tax return; - purchase ledger, sales ledger, general ledger. Development tools were used: C#, Delphi, MS Access, MS SQL, Sybase etc. Lately (since 2004): - SAP R/3 implementation (FI, FI-AA, FI-AP, FI-AR, SD and partially MM); - SAP R/3 technical specification for new developments creation; - DB administration (MS SQL, Sybase); - Users accounts and roles in different systems administration. Achievements: - SAP R/3 is successfully implemented; . Before SAP R/3: - software for calculation financial and economical company indicators is developed; - software for cost price calculation in developed and implemented; - software for purchase ledger, sales ledger, general ledger is developed and implemented; - software for material movements inside the company is developed and implemented; - other software (too much to point all developments).