Responsibilities: To manage IT end user internal and external services, Trading floor support; To follow SLAs with business; Keep satisfaction level of users. To provide reports to IT management on weekly/monthly basis Manage any escalations from customers Functions: Keep service ITIL aligned; Incident resolution; Problem management; Configuration management; Vendor Management: Software and Hardware OEMs; Services in scope: Desktop hardware and OS, desktop applications, printing solutions, mobile computing solutions, voice services operations, audio-visual services support. Address audit points in scope of services. Support cost saving initiatives set as run-the-bank processes.

Responsibilities: To manage IT end user internal and external services, Trading floor support; To follow SLAs with business; Keep satisfaction level of users. To provide reports to IT management on weekly/monthly basis Manage any escalations from customers Functions: Keep service ITIL aligned; Incident resolution; Problem management; Configuration management; Vendor Management: Software and Hardware OEMs; Services in scope: Desktop hardware and OS, desktop applications, printing solutions, mobile computing solutions, voice services operations, audio-visual services support. Address audit points in scope of services. Support cost saving initiatives set as run-the-bank processes.

Responsibilities: Lead and steer the distributed group of people (EMEA) to support and continually improve processes in scope with added value for the business and customers. Functions: Formalize the scope Agree on the input/output of the processes Motivate the team Set S.M.A.R.T. Targets for group and personnel. Communicate with application owners and customers Set priorities for the team and members Produce capacity trends on per application basis Consult on the improvement steps required incl. budget and other resources Continual service improvement Achievements: A list of business critical applications issued Application and infrastructure KPIs are set for number of units Several reports are issued on regular basis Application configuration database is being verified.

Responsibilities: To manage internal IT Service Desk, Trading floor support; To follow SLAs with business; Keep satisfaction level of users. To provide reports to IT management on weekly/monthly basis Functions: Managing a group of 16 IT engineers; Keep service ITIL aligned; Incident resolution; Problem management;Configuration management; To be in align with company specific Release management process Vendor Management: SW, HW OEMs; Services in scope: Desktop HW&SW, desktop applications, printing solutions, mobile computing solutions. Achievements Organized a highly qualified team of IT support engineers; ServiceDesk acts as first point of contact for whole local IT; ITIL based incident management solution implemented; Overall satisfaction level of business raised; SW Licensing true-up is in progress; HW lifecycle turnover initiated; Active participation and governance in IT projects and initiatives; Outsourcing scheme was optimized. Several cost saving initiatvies were implemented.

Responsibilities: Support of HP OV SD 4.5, Database server (MS SQL Server 2000), Attachment Server (IIS 6.0 FTP, AD integrated); Reports maintenance: daily, weekly, monthly, quarterly, yearly and custom reports to Business and IT Management; Solving conflicts and intense situations between IT units and business users; Support of end-user Banking Applications; Functions: To manage and train 1st line of support (Service Call agents and qualified personnel); To perform shift managing and 1st line load balancing. To control and correct process roadmap of support process; To develop and implement technical, functional and administrative changes to Users Support Process (Incident Management Automation System and related systems); Active interaction with software vendors and software developer company Achievements: Taken course: ITIL Foundations, successfully passed certification test; Hewlett-Packard Open View Sevice Desk 4.5 Administration course taken; A project of Incident Management according to ITIL (Automation System: HP Open View Service Desk 4.5 SP18) successfully completed ITIL Practitioner Release and Control course taken, exam passed. Instruction set for units involved in support process (1st line Service Desk specialists, 2nd line application support, 3rd line development/external service provider) are developed and periodically renewed; A number of automation scripts (based on Windows WMI and WSH) are developed; Significant performance and service quality increase gained.

Responsibilities: Support of server platforms (Windows 2000 Active Directory), end user hardware and software support (windows 2000/XP), Inhouse and 3rd party applications support; Functions: Windows 2000 environment support; Distributed branch connectivity support; Centralized Backup maintenance; User support; Achievements: Windows 2000 Active Directory domain installed and successfully implemented (4 servers and 100+ PCs); Centralized group policy applied; Single point backup solution implemented; A number of extension trainings taken (MCSE 2000 track)

Part time work at various companies (10-30 ppl) with different responsibilities: Website support, System administration, Internet gateway management, System integration, Project management, Consultations.

Responsibilities: General support of client's users PCs; Functions: Applications and custom software installation and support; Achievements: MSCE NT track passed (courses + exams); Novell CNA 5 track and exam passed.