Denis Razvodov

Experience

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  Inmarko

  Sept 2001 - Sept 2005

  Desktop Engineer

   Opening branches in some regions: Deal (contract) with IT and telecom suppliers/providers Purchase of equipment Internet Channel Creating IT and telecom infrastructure Hiring IT staff Training users and technical team members Supporting desktop PCs and customers’ laptops  Managing:  OS MS Windows 2000/XP/2003  MS Office Lotus Notes Citrix Remote Administrator DameWare SQL-server 1C 7.5/7.7/8.0/8.1 Providing support to English and Russian speaking customers Show less

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  Teleperformance

  Sept 2005 - Oct 2007

  Head of Technical Support

   Creating of technical support service from “0” Checking that incidents/problems/CRs are managed according to Incident/Problem/Change management processes Designing and developing Service Desk system Designing and implementing KPI metrics and Reporting system Controlling quality performance of IT Department Preparing the documentation for IT department (procedures, rules, programs of training, tests, etc.) and keeping them up to date Managing IT department budget Dealing with IT suppliers (licenses, equipment) Fulfilling of IT Director responsibilities in his absence Show less

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  ГВЦ Энергетики

  Oct 2007 - Nov 2008

  Head of Technical Support Company

   Planning department’s activities (short-term, intermediate term, long-term) Budget planning and execution  Providing the highest level of service to the customers Improving team members’ skills by providing e-learning and training sessions Providing technical support service (including VIP-clients) to the customers of state power companies Achievements and results: Structuring of the department for having more optimal support model Training process for team members is organized Remote support project successfully fulfilled System of motivation is implemented Show less

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  Atos

  Jan 2010 - May 2014

  Service Desk Manager

   Manage the Technology Service Desk Call Centre Team by providing instructions and guidance to the first level support team to enhance customer service Manage the Venue Service Desk teams by providing instructions and guidance to enhance customer service Ensure that the staff is fully conversant with all of the tasks that they are required to do and make sure that their performance is satisfying and fulfilling Maintain Service Desk Policies & Procedures Ensure that Incident Management Process and relevant Service Desk Policies & Procedures are adhered to by all team members Prepare training material and train the Call Centre and Venue Service Desk teams in the Incident Management process, ITSM usage and the Call Centre and Venue Service Desk procedures Maintain Call Centre KPI. Periodically measure and report them to the management teams. Analyze trends for the performance indicators and take relevant actions to improve performance Show less

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  Техносерв

  Jan 2010 - Dec 2010

  IT Operations Manager

  Achievements and results: Key Performance Indicators (KPI) system designed and implemented Reporting system is implemented Shift Assignment optimized Monitoring system implemented Service level improved Customer satisfaction level increasedProcess documents prepared and implemented: incident management; problem management;

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  Microsoft

  Jun 2014 - Nov 2016

  Technical Account Manager

  Account Management - as the single point of contact the Technical Account Manager is a trusted business advisor to Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure. Technical Service & Support - solve something unexpected working with Customer Service and support colleagues and manage an incident through resolution. Technical Knowledge - develop technical depth by ensuring product improvement with Microsoft or operational support with the customer’s IT environment. Partnering - by maintaining a long-term relationship with customers a Technical Account Manager gains an understanding of the customer’s IT organization’s impact on overall business, their IT goals and pain points. Show less

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  Sberbank-Technology

  Nov 2016 - Jun 2017

  Senior Project Manager

  Project managementCreation and management of project teamsProject risk managementBudget managementCreation communication process with customersProject reportingCreation of tendor documentation and interaction with contractorsManaging all activities for opening projects and closing them within budget and according to customers' expectations

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  Trivandi Chanzo Limited

  Jun 2017 - Oct 2017

  Service Delivery Manager

  o Organizing and providing high quality IT services according to customer expectationso Providing needed information and different kind of reports to management teams and customerso Creating and managing the process of interaction and support with customers according to ITIL methodologyo Creating of presentation materials, providing training (ITSM processes and ITSM tool) to internal and external users/customerso Finishing each phases of a Project according to customer expectations and in timely manner for successfully handling 5-th Asian Indoor and Martial Arts Games. Show less

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  VIST Group

  Aug 2018 - now

  Project Manager