Application

Olga from Russia applies for Blue Card Germany

Information and communications technology user support technicians

Personal data:

For personal data please contact us
with the following Applicants-ID: 16419

Profession:

Name of profession: Information and communications technology user support technicians Name of latest business sector: Tobacco industry (Japan Tobacco International) Latest occupation/title: Global service desk team lead Latest main activities: Ensuring team operation as a 1st and partly 2nd level support, coordinating business critical and highly visible incidents and problems, checking the quality of incidents in terms of technical correctness and customer excellence, guiding the team for

Education:

Completed education: master Title or Qualification: Applied mathematics and physics Specialisation: Applied mathematics and physics Additional trainings: MCP, ITIL, HDI

Preferred countries:

1. Preferred country | region / city: Germany | Munich 2. Preferred country | region / city: | 3. Preferred country | region / city: |

Language skills:

1. Language skills: english => excellent 2. Language skills: 3. Language skills: Russian => excellent

Personal note /detailed application:

Professional Experience

Since 12/2013 Global service desk team lead manager at Japan Tobacco International (JTI), Saint-Petersburg, Russia, with the following tasks:
- ensuring team operation as a 1st and partly 2nd level support
- coordinating business critical and highly visible incidents and problems
- checking the quality of incidents in terms of technical correctness and customer excellence
- guiding the team for complicated issues
- organizing and holding team trainings
- preparing and analyzing statistics
- handling complaints
- evaluating impact of new projects on service desk operation

02/2013 – 11/2013 IT Active Directory operations team lead at JTI, Kiev, Ukraine and Warsaw, Poland, with the following tasks:
- ensuring team operation as a 2nd level support in Active Directory, MS Exchange, and Enterprise Vault solutions
- coordinating the successful department relocation from Ukraine to Poland which included the following tasks:
• searching and interviewing of new candidates for analyst positions in Warsaw
• organizing a process of education for the new employees
• ensuring service consistency during the transition period
- leading a project to automate routine tasks (solution was based on the ServiceNow and Microsoft System Center Orchestrator). As a result, 40% of the routine tasks were automated.

01/2012 – 01/2013 Acting global service desk team lead manager at JTI, Saint-Petersburg, Russia, with tasks as given in the period from 12/2013.

08/2010 – 12/2011 Global service desk mentor at JTI, Saint-Petersburg, Russia, with the following tasks:
- providing 1st and 2nd level customer support in accordance with department’s SLA / OLA
- educating newcomers
- preparing and analyzing statistics.

08/2008 – 07/2010 Global service desk analyst at JTI, Saint-Petersburg, Russia.
Providing 1st and 2nd level customers support in accordance with department’s SLA / OLA.

09/2005 – 06/2006 Teacher of mathematics at the 10th form of the Lyceum ?1 of the Perm State Technical University, Russia.


Education

09/2006 – 07/2008 Master studies of Applied Mathematics and Physics, Saint-Petersburg State University. Master thesis “Multi scale molecular dynamics modeling of organic liquids”. Graduation as Master of Applied Mathematics and Physics with grade average 4,75 (the best is 5.0).

09/2002 – 07/2006 Bachelor studies of Applied Mathematics and Informatics at Perm State Technical University. Bachelor thesis “The process of mechanical alloying on a micro level with diffusion”.


Additional Skills

• Good knowledge of MS Active Directory and MS Exchange
• Good knowledge of MS SharePoint and Nintex workflows
• Good knowledge of ServiceNow ticketing system
• Very good knowledge of Windows OS (Windows XP, 7, and 8) and MS Office apps (Outlook, Word, Excel, PowerPoint, InfoPath)

Courses and Trainings

ITIL certificate:
• ITIL Foundation Certificate in IT Service Management

Attended HDI course:
• HDI Support Center Team Lead Certification Training Course

Attended Microsoft courses:
• 50331 Windows 7, Enterprise Desktop Support Technician
• 6425 Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services
• 5061 Implementing Microsoft Office SharePoint Server 2007

Languages

• Russian native
• English advanced
• German B1

Personal Qualities

• Fast learner
• Systematic approach to problem resolution
• Multitasking
• Good communication skills

Hobbies and Interests

• Classical literature
• Listening to classical music
• History of the 20th century
 

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