Alexander Lobastov

Experience

• 

  Federal Service on Ecological, Technological and Nuclear Moscow supervision

  Jun 2004 - Nov 2008

  Consultant of control-analytical licensing labor department

  Provide technical support for internal users, administration of networks and training of employees,

• 

  Moscow State University of Railway Engineering(MIIT)

  Jul 2005 - Jul 2007

  SAP Assistant, administrator of databases and networks

  Administration of Oracle DB. Development and managing system IDES SAP R/3

• 

  "Alteris BT". Outsourced work in PricewaterhouseCoopers (PwC)

  Nov 2008 - Jan 2010

  1st level service desk specialist

  - Provide internal clients (2500+ employees) with technical support (including remote support);- Performing audio/video conferences, provide Blackberry support;- Hardware technical support;- Work in call center system;- Provide trainings support;- Work in team (approximately 15 persons).

• 

  ATOS IT Solutions and Services. Outsourced work in PwC

  Jan 2010 - Jul 2014

  - Organization and management of HelpDesk according to ITIL and business needs;- Implement an internal business process to improve efficiency;- Propose process improvements for the current call handling process;- To achieve problem solving according to SLA;- Problem management, improve Escalation procedure, improve quality of tickets workflow (registration, categorization, completeness);- Development and implementation projects/processes related to IT service improvements;- Development of instructions in accordance with ITIL methodology, expand Knowledge base;- To manage customer relations;- To achieve a customer satisfaction evaluation. Show less

  • Help Desk Supervisor, IT

    Nov 2012 - Jul 2014

  • Regional Workbench coordinator, IT

    Jan 2010 - Nov 2012
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  Atos IT Solutions and Services

  Jul 2014 - now

  Service Delivery Manager

  - Negotiation and representation, on behalf of the employing organization, with both external and internal suppliers/vendors and users/clients;- Development of cross functional relationships.- Responsibility, within an ICT service facility/operational environment, for setting targets, monitoring performance, and managing the service;- Development and implementation projects/processes related to IT service improvement;- Responsible for customers’ requests and complaints;- Responsibility for either the financial or staffing aspects of operational management. Show less