Andrey Tyurin
Head of the Service Department at CloudDC- Claim this Profile
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Bio
Credentials
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Huawei HCIA WLAN
HuaweiJun, 2021- Oct, 2024 -
ITIL® v4 Foundation
PeopleCertDec, 2019- Oct, 2024 -
ITIL® v3 Service Offerings and Agreements
ClevericsSep, 2019- Oct, 2024 -
ITIL® v3 Intermediate Certificate in IT Operational Support and Analysis
PeopleCertJul, 2019- Oct, 2024 -
ITIL® v3 Foundation
PeopleCertMar, 2019- Oct, 2024
Experience
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CloudDC
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Information Technology & Services
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1 - 100 Employee
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Head of the Service Department
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Dec 2021 - Present
Management of the Service Department in the corporate data center (CDC). CDC provision of services according to IaaS, SaaS, HaaS, SECaaS models for companies of the Rosneft PJSC Group.• Organization of a 1-st line for receiving, registering, classifying and routing requests from external and internal users.• Management of IT services, catalog of IT services.• Quality control of IT services provided.• Major Incident Management, coordination of the work of technical departments.• Monitoring the implementation of SLA, reporting to Customers.• Description, implementation, development and improvement of ITSM processes.• Development, coordination, support in an up-to-date state of internal process documents, knowledge base;• Participation in the formation, coordination of business processes of related functions interacting with IT business processes.• Analysis of current IT business processes, evaluation, generation of proposals for optimization.
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ITSM Manager
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Apr 2018 - Dec 2021
• Analysis, description, implementation and audit of ITSM processes• ITSM process management• Monitoring the effectiveness of processes• Process automation• Administration and development of FTR, technical specifications for the completion of the ITSM process automation system
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Service Desk Manager (TeamLead)
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May 2008 - Apr 2018
• Organization and coordination ServiceDesk team (IT support for all divisions of the company in Russia and Ukraine : more than 160 sites, 8 plants);• Management of the process of registration, routing, basic types of orders (the incidents, critical incidents, service requests)• Incident Management• Escalation of critical incidents and participation in the decision - critical incidents• Management of service requests• Management of catalogue of standard service requests• Participation in the management of the problem (identification, registration, escalation to managers, documenting of the whole life cycle)• Management of the personnel Service Desk: o hiring activities o training and evaluating o improving the level of written and oral business communication etiquette skills o orienting of SD team to achieve performance results o team inspiring and motivation o control of performance and quality• User satisfaction surveys, analysis of results and the organization of corrective measures • Resolving conflicts with users• Improving the quality of services provided by a team of ServiceDesk• Work with partners and suppliers of IT services (Asteros, IBM, Accenture, British telecom, KPBS, Delaware etc): o resolution technical and process problems o conducting negotiations o control of terms and results of queries o solution of disputable situations o quality control o performance control• Management of the IT asset service• Administration ITSM system (HP OpenView ServiceDesk 4.5)
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Service Desk Operator
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Apr 2007 - May 2008
• Accepting applications from users via phone and e-mail• Registration, resolving, routing, control resolution of requests to service providers.• Work with the ITSM systems HP OpenView Service desk 4.5, BMC Remedy, eESM• Consultancy by phone users.• Solving issues of communication: communication with providers and other service providers• Monitoring of channels
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Education
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2004 - 2009
Московский Государственный Институт Электронной Техники (Технический Университет) (МИЭТ)
Инженер, Вычислительные машины, комплексы, системы и сети
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