Experience

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  Kazakhtelecom jsc

  Aug 2004 - May 2006

  Engineer

  Was responsible for configuration of end-user network equipment.

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  Evrocentrastana

  Jul 2006 - Nov 2015

  Was responsible for managing a technical support team, which acted as the primary contact for end users troubleshooting PC hardware, software applications, mobile devices, printers. Was responsible for configuration of network environment such as Cisco firewalls, routers and switches.

  • Head of user support division

    Aug 2009 - Nov 2015

  • Network engineer, user support division

    Jul 2006 - Aug 2009
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  Eurasian resources group

  Nov 2015 - Feb 2021

  Implemented projects:o To improve efficiency and accuracy in Assets Management, implemented automation using RPA technology. To ensure that IT assets were properly accounted for and controlled, I designed a oprocess and ITSM tool and accounting system integration that allowed for real-time tracking of asset movements. The project reduced and automate routine accountant operations. Saving up to 1 hour per day in accounting operations.o As part of a company-wide initiative, implemented a corporate print management system to streamline printing processes and improve efficiency. This involved working closely with IT and other departments to design and implement the system. The system helps to automate printing in any office, regardless of location. This has Show less Conducted assessments and audits of the existing maturity level of operational IT and ITSM processes within M&A (Mergers and Acquisitions) companies. Identified findings and proposed improvement plans to enhance operational efficiencies, while also offering solutions to align processes across the entire company.Projects:Experience in IT Audit at a Power Station.Conducted comprehensive audits of IT processes at a power station, assessing their maturity level and effectiveness. Devised and implemented a plan to optimize processes, focusing on integrating operational IT into the company's overall structure and implementing partial automation. Achievements include significantly improved operational efficiency and reduced costs.Consulting Experience in a Startup.Served as a consultant on a project aimed at optimizing and aligning IT processes within a startup. Designed and successfully integrated complex enterprise-level IT processes while preserving flexibility and the unique culture of the startup. My contributions led to increased operational efficiency and process enhancement within the startup environment. Show less As the Manager of the End User Services , I was responsible for delivering high-quality IT end-user services to support the needs of the business. Managed geographically distributed team (14+ members). To ensure effective collaboration and communication among team members located across multiple locations, implemented a variety of tools and processes, such as regular team meetings and virtual collaboration platforms. As part of my role as IT Service Delivery Manager, was responsible for developing and maintaining strong relationships with key stakeholders across the business, such as department heads and project managers. This involved regular communication, feedback, and collaboration to ensure that IT end-user services were aligned with the needs and goals of the business.Accomplishments:Implemented Agile methodology to manage an operations team, resulting in increased effectiveness in completing project and operational tasksBy implementing end-user Asset Management through a Configuration Management Database (CMDB) and Asset Management Process, we were able to increase the effectiveness of managing and planning our IT assets Show less In my role as a Service Desk Manager, I managed a team of 19 technical support specialists, ensuring the delivery of high-quality services to end-users. My responsibilities included managing team schedules, handling escalations, and continuously improving operational processes to achieve greater efficiency and customer satisfaction.Accomplishments:o Implemented the Knowledge Base for Service Desk operations that increased a number of closed tickets on the L1.o Took part in designing Operational Processes such as Incident and Change Management.Implemented Projects:o Service Desk Chatbot. Initiated the project and became a product owner.o Self Service Portal for employees. Initiated the project and became a product owner. This project helps employees to submit requests to Service Desk with an interactive interface Show less Was responsible for providing end-user support services, including assistance with system use, package selection, and functional troubleshooting.Accomplishments:o Was recognized as the most productive Service Desk specialist of the year, having consistently exceeded performance metrics and demonstrated exceptional customer service skills.Implemented project:o Initiated and implemented the transition from a decentralized video conference service to a cloud-based enterprise solution, resulting in improved user video conferencing and reduced time and resources needed to organize video conference meetings across the company. This successful project implementation resulted in my promotion Show less

  • IT Project Manager

    Mar 2020 - Feb 2021

  • ITSM Consultant

    Oct 2019 - Mar 2020

  • Head of End User Services

    Oct 2018 - Mar 2020

  • IT Service Desk Manager

    Sept 2017 - Oct 2018

  • IT Support Specialist

    Nov 2015 - Oct 2017
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  Kazakhstan temir zholy nc jsc

  Feb 2021 - Oct 2021

  Head of software development department

  Managed the software development team. Was responsible for the software delivery processes, and ensuring the achievement of business valuesAccomplishments:o As the team leader, I adapted and adopted Agile principles and DevOps tools to streamline our development process and increase efficiencyo As part of a company-wide initiative, I transformed the Dev Department by restructuring our teams based on product and technology stacks. This allowed us to focus on specific areas of expertise and collaborate more effectively on projects Show less

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  Prime source

  Oct 2021 - Feb 2022

  Project manager

  As a project manager, I orchestrated and supervised teams comprising 5 developers, 2 business analysts, 2 DevOps engineers, and one database engineer. My responsibilities encompassed comprehensive backlog management, meticulous sprint planning, precise project budget oversight, as well as conducting negotiations and status meetings with stakeholders and governmental representatives.Implemented projects:o Roboticization Project for Report Generation: Successfully developed and implemented approximately 20 software robots (RPA) within the agreed timeline and budget to automate diverse report generation processes. The project showcased efficiency and effectiveness in deploying robotic solutions.o Retail Warehouse Accounting Roboticization Project: Contributed to a project aimed at automating warehouse accounting systems for a major retail chain. Implementation of automated processes optimized inventory management and enhanced operational efficiency.o Integration Project for Car Sales Application with Government Databases: Led the integration project between a car sales application and government databases. The integration resulted in seamless interaction with governmental systems, ensuring the smooth functioning of the application. Show less

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  Epam systems

  Nov 2021 - now

  Itsm consultant | knowledge management process manager

  I oversee the governance of the Knowledge Management (KM) Process and hold a pivotal role in identifying and executing improvements within the KM process as a member of the Service Management Office (SMO). I actively engage as a process consultant in the ITSM tool (ServiceNow) replacement and improvement project.I conduct audits and maturity assessments of IT processes using the TIPA (Tudor IT Process Assessment) methodology. I develop improvement plans based on the outcomes of process assessments, ensuring alignment with organizational objectives and best practices. Additionally, I contribute as a consultant in projects involving the implementation of GenAI within ITSM, aiming to enhance knowledge generation and utilization Show less