Project Manager
Private Company
Total years of experience :18 years, 5 Months
• Ensure project activities comply with the policies and regulations of the organization
• Monitor project activities and project expenditure
• Ensures close collaboration and coordination with cooperating partners to guarantee smooth implementation of activities and achievement of results
• Developed various business models to forecast operating expenses and revenue based on market conditions
• Produced monthly, quarterly and annual analysis, statistics and metrics.
2018-07 - 2021-03 IT Hosting & Storage Team Lead
NCOC N.V., Atyrau
• Lead a team and take a leading role in the service design, delivery and management of systems providing critical services for Company. Responsibilities include recruitment, induction, staff development, change management, resource allocation, service design, improvement and management in conjunction with the service and business owners.
• additional roles: technical lead in Cloud assessment project and MS Azure deployment.
• Maintain IT Hosting and Storage infrastructure consisting of Windows, Linux, VmWare and IT back-end hardware HPe & Cisco blade chasis, storages 3Par, DellEMC Unity, VNX, VxVblock 340/350.
• Managed and monitored installed systems for highest level of availability.
• Planning and coordination of DR drills and testing
• Saved $5 mln by implementing cost-saving initiatives that addressed long-standing problems.
• Managed team of 12 employees, overseeing hiring, training, and professional growth of employees.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Coordination of Data Center migration.
• Managing support of overall Data Center / Disaster Recovery Hosting and Storage virtual, storage and backup infrastructure.
• Day-to-day management of Change management, Capacity management process and other associated processes
• Manage and maintain virtual infrastructure, converged systems, SAN and storage infrastructure, perform system backups and recovery
• Apply software security patches and upgrades
• Ensure that software license terms are not breached
• Ensure smooth operations of ITIL processes e.g., Incident management, request fulfillment process and associated processes
• Work in conjunction with the Call Centre manager and oversee/manage the Call Centers technology platforms and staff.
• Ensuring the Call Centre team has the most up to date and user-friendly resources to provide the employees with quick and accurate responses.
• Assurance of contractor services and its quality provided.
• Document and/or update existing work instructions, procedures, policies.
• Ensure that all open incidents and requests are properly handled/resolved, all calls answered.
• Worked with difficult customers to understand needs and provide excellent service.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Used coordination and planning skills to achieve results according to schedule.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Coordination of On-Site Support staff in Atyrau, Astana and Rijswijk.
• Provide continues support to Venture partners.
• Act as contract holder and manage all aspects of contracts.
• Managed team of 30 employees, overseeing hiring, training, and professional growth of employees.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Developed and maintained courteous and effective working relationships.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Responsible for all levels of phone, email and onsite support to Customer Service Engineers and customers on troubleshooting and diagnosis to resolution.
• Responsible for complicated technical tasks and projects.
• Be available for after-hours telephone support.
• Provide phone support service to meet 24x7 SLA.
• Evaluate and understand new products for training purposes.
• Provide support, guidance and assistance to Junior Technical Support Engineers or Technical Support Engineers.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Collaborated with colleagues in both domestic and international support facilities.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Bachelor of Science: Physics & Computer Science Teacher Education