Managed Service Team Lead / Cloud Systems Administrator

• Jul 2020 - Present

Service Desk Lead

• Jan 2020 - Jul 2020

I took charge of a young dynamic team to help them with building up AWS managed service desk. As part of the process, I had a chance to: - create support team processes and procedures - create support team handbook - create an application (Python) that interfaces with Fresh Desk/Fresh Service API to monitor the flow of tickets to ensure highest possible SLA compliance (that included building a Raspberry Pi based device that will alert the team on pending SLA violations using visual means). - create an application (Python+MariaDB) that helps with gathering vital data regarding support's workload and efficiency (e.g. SLA compliance, response times, resolution times broken down per technology and assets) to help assess the team's performance and detect any need for training in any given area - implement real-time visualization of the above data (using Grafana) - use technologies like mind-mapping (Git Mind) to brainstorm and backlog tasks regarding processes and tools required to make support more efficient - create training videos for customers - take part in projects and be responsible for creating risk assessments, service proposition drafts, creating timelines and checklists for the processes required in the project. Technologies and tools used in my work: - Amazon WebServices - IaC - GitLab - GitMind - JotForm - Python - MariaDB - Django/Jinja/HTML - FreshServiceAPI - RaspberryPi - DaVinci Resolve Show less

Operations / Support Team Leader

• Feb 2015 - Dec 2019

Supporting Daxtra proprietary software installed on many machines across the world. Additional responsibilities: - supporting and training other team members,- handling escalation process, ensure proper communication between support and other teams- improving operations documentation and procedures. Skills used in that job: Linux (RHEL, CentOS4/5/6), Windows, Windows Server, MySQL, MariaDB, SMB, Perl, Bash,Amazon Webservices

Operations Engineer /sysadmin

• Aug 2012 - Feb 2015

Helpdesk / Operations support role. Supporting Daxtra software installed on a large number of machines across the world. Supporting Daxtra software installed on a large number of machines across the world. Diagnose and a problem solving with the software itself (debugging), and with connections between our software and 3rd party systems. Install/upgrade different elements of Daxtra software, perform emergency recoveries and deployments, participate in weekend on-call rotationSkills used in that job: Linux, Windows, Windows Server, Microsoft SQL, MySQL, MariaDB, Samba, SMB, Perl, Bash Show less

ICT Teacher

• Sep 2003 - Aug 2012

Main duties: Prepared educational courses for young adults (age 16-19). Prepared and evaluated diagnostic tools for teaching processes. Conducted courses for future IT technicians in the area of: - Windows and Linux desktop and server environment, TCP/IP networking, - computer assembly and diagnostics, - computer graphics (Corel Draw, Blender3d etc.) and multimedia. - Windows 2008 server administration (Active Directory, WDS) with Windows 7 Professional workstations. - Linux servers administration (Linux based proxy with content management and control, IPTables firewall, Apache WWW server, FTP, POP3, SMTP servers), serving Windows XP/Windows 7 workstations. Supported school administrative staff and teachers with Level 1-3 of computer and software technical support. Participated in EU projects, especially ESF (European Structural Fund) projects in which my team was responsible for creating Terms of Reference (specs and scope of application) for computer labs. Participated in the Data Security Policy creation process. Planned and executed promotional campaigns, coordinated work in a team of people, designed promotional materials (posters, flyers), multimedia presentations (Flash, PowerPoint) and videos. Conducted public presentations. Implemented Joomla based school portal with elements of Moodle e-learning platform. Show less

Sysadmin

• Jan 2002 - Jul 2012

Achievements: - Prepared and conducted a series of IT training for PC technicians (assembly, diagnostics of Windows-based PC's, ethernet networking (UTP) with basic TCP/IP configuration skills). - Designed and built LAN (UTP based) - Deployed Linux based servers (high load document sharing server, PostgreSQL server, remote backup server) - Created data security policy including backup policy within the company Deployed various backup tools (including PFBackup, SyncBack) to ensure seamless data migration and access in case of data los. - Supported on-site and remote end-users (including TeamViewer based, remote support) with WindowsXP / Vista / Windows 7 systems on desktop PCs and laptops. - Ran evaluation of hardware and software stability and reliability and dealing with hardware and software updates and upgrades Show less

IT trainer, IT consultant

• May 2003 - Jun 2003

Internal training of employees on OpenOffice.org software, creating a document on "Possible implementation of open-source software in public administration", promotional campaign in the area of public information bulletin (Freedom of Information Act) Internal training of employees on OpenOffice.org software, creating a document on "Possible implementation of open-source software in public administration", promotional campaign in the area of public information bulletin (Freedom of Information Act)

IT trainer

• Apr 2001 - Oct 2001

Responsibilities and achievements: - I was responsible for designing, promoting and conducting of IT training sessions for PC technicians (assembly, diagnostics of Windows-based PC's, Ethernet networking with basic TCP/IP configuration skills). - Designed and assembled LAN in the regional office of the company Responsibilities and achievements: - I was responsible for designing, promoting and conducting of IT training sessions for PC technicians (assembly, diagnostics of Windows-based PC's, Ethernet networking with basic TCP/IP configuration skills). - Designed and assembled LAN in the regional office of the company