Functions:
- Own Service Support processes (Incident, Problem, Change, Config, Release)
- Communicate with internal customers their needs in support of users
- Manage 4 support teams in the subsidiaries
- Set strategic goals for the department
- Plan activities for acheiving the goals (including budget planning)
- Set up a system of providing managerial information
- Act as HelpDesk supervisor for the Head Office (during coming-into-being period)
Achievements:
- Completion relationship with an outsourcer (because of very bad service quality)
- Build user support service based on incourcing model
- Setting up the internal processes of the department
- Building the Service Catalog and al necessary Service Level Agreemnets and Operational Level Agreements
- A software system for automationzation of the department activities was implemented
- A software system for monitoring of the services level was implemented
Personal Achievements:
- I have trained an ability to work under the hardest pressure from all sides
- I have significantly improved my presentation skills
- My management and communications skill also have been improved
- I have got an ability to work in an enviroment with limited information and continual changes

Functions:
- Act as a Support Specialist for users in the Head Office and regional offices (WinNT 4.0 Workstation, WinXP, Intrastore Mail Server, SAP, etc...).
- Maintenance and development of IT infrastructure in the Head Office. (WinNT 4.0 Servers, CISCO switches, Unix Servers)
- Maintenance and development of IT infrastructure in the regional offices (Sales-offices, small home offices, regional distributors centers) (WinNT 4.0, CISCO Routers, CheckPoint VPN-1 SecuRemote)
- Support of different projects of the company in IT infrastructure part (implementation of SAP R/3, reorganization of sales department, etc.)
- Improvement of processes in the department (Incident Management, Problem management, Configuration, Change & Release management)
- Work with suppliers of IT equipment and consumables (BCC, Patriarch, etc.)
- Work with providers of IT Services (Equant, local providers, Unilever Europe IT)
Achievements:
- Significant improvement of Service Support processes (time of reaction, communications with users, time on incidents and problems solving, etc.)
- Decreasing of number of major incidents due to proactive discovery of them.
- Pilot WinXP roll-out.
- Getting things put in order with IT equipment, consumables and usage of IT stocks.
- Participiating in Server rooms re-design and office cabling projects in the Head Ofice.
- Good feedback from Bussiness Projects Managers about our support.
Personal Achievements:
- I have made my knowledge in all areas of IT deeper.
- I significantly improved my English skills.
- I have got ability to work in dymanic and stressfull enviroment, work under pressure.
- I have got more complete picture of activities of IT department in a large FMCG company.

Functions:
- Act as HelpDesk Specialist (providing help to the users, organisation of Helpdesk process, creation of a system for requests registration, etc)
- Participation in various IS Department projects:
- plant IT infrastructure creation (Win2K Servers, WinXP workstations, CISCO Switches and routers, SYSTIMAX SCS)
- mass software roll-out (WinXP, Bussiness Applications)
- new equipment purchase & installation (PCs, Printers, Scanners etc.)
- Bringing of used software to the company standarts, licenses inventarization.
- Participiation in different projects as a Project Manager assistant (Creation of work breakdown structure and various charts, tracking execution of tasks)
Achievements:
- Increasing of IS Department authority,
- Creation of registration system for users’ requests, which allow track dynamics of key indicators (number of internally solved and escalated requests, number of recurrent requests и т.д.)
- Bringing HelpDesk procedures to the MOF recommendations
- Bringing software to the company standarts
- Many projects were performed successfully.
Personal Achievemnts:
- I have got knowledge in Microsoft and Cisco technologies, technologies of structured cabling system creation, basic principles of computer and phone network creation, physical IS infrastructure creation, Microsoft Operations Framework.
- I got to know IS department operations and organizational structure of large company.
- I got to know typical activities of IT department in a manufacturing unit.
- I received skills in relations with outside contractors and internal customers.
- I had improved my English skills.

Functions:
- Manage a team of 4 members (3 programmers and system administrator)
- Working on development of various web-based systems (domain registration systems, DNS and hosting operating systems, internet payments systems etc.) Deployment systems on Unix servers (Cobalt RAQ4 for example).
- Communitcations with customers, creation of projects documents (Project Plan etc.), creation documents based on Rational Unified Process (Vision, SAD,...).
- Development of program system models with help of UML And Rational Rose CASE tool.
- Using of Perl, Java, VBScript(ASP), VB 6.0 (middle-tier components for ASP).DB: Access (DB level for ASP), MySQL.
Achievemts:
- 4 systems were developed succesfully
- Team became familiar with main procedures of controlled development of software.
Personal Achievements :
- I received skills in above-listed technologies and team-management.