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Galaxy Diagnostic Project Support: Facilitated communication with headquarters and partners (service centers). Monitored timely software updates at partner locations, ensuring system integrity. Provided prompt feedback on errors and failures, contributing to system reliability. Created detailed analytical reports to track progress and performance. Assisted partners in resolving emergency situations effectively. e-Queue Project Coordination: Participated in equipment preparation and software installations for smooth deployment. Collaborated closely with developers and service centers to ensure project success. Implementation of New Features in IT Systems: Acted as a liaison with headquarters to align project requirements. Gathered business requirements and prepared master data for feature rollouts. Conducted User Acceptance Testing (UAT) for new features to ensure quality. Launched a project in Jira to track and manage all problems in the department, created a detailed workflow, transferred the entire roadmap from Excel to Jira, and set up a role model. This helped streamline communication and improve team efficiency. The project reduced the number of unresolved tasks in the department. Internal IT Support System Management: Collected and analyzed information about errors, failures, and new feature requests from end users. Submitted and tracked technical support requests via the helpdesk system. Monitored the progress of development tasks and provided updates to stakeholders. Supported end users, ensuring smooth adaptation to changes. External Support System Management: Coordinated with response teams to address and resolve partner issues. Provided technical support to external users, ensuring timely resolution of requests. Prepared comprehensive weekly and monthly reports for client stakeholders.

Galaxy Diagnostic Project Support: Facilitated communication with headquarters and partners (service centers). Monitored timely software updates at partner locations, ensuring system integrity. Provided prompt feedback on errors and failures, contributing to system reliability. Created detailed analytical reports to track progress and performance. Assisted partners in resolving emergency situations effectively. e-Queue Project Coordination: Participated in equipment preparation and software installations for smooth deployment. Collaborated closely with developers and service centers to ensure project success. Implementation of New Features in IT Systems: Acted as a liaison with headquarters to align project requirements. Gathered business requirements and prepared master data for feature rollouts. Conducted User Acceptance Testing (UAT) for new features to ensure quality. Launched a project in Jira to track and manage all problems in the department, created a detailed workflow, transferred the entire roadmap from Excel to Jira, and set up a role model. This helped streamline communication and improve team efficiency. The project reduced the number of unresolved tasks in the department. Internal IT Support System Management: Collected and analyzed information about errors, failures, and new feature requests from end users. Submitted and tracked technical support requests via the helpdesk system. Monitored the progress of development tasks and provided updates to stakeholders. Supported end users, ensuring smooth adaptation to changes. External Support System Management: Coordinated with response teams to address and resolve partner issues. Provided technical support to external users, ensuring timely resolution of requests. Prepared comprehensive weekly and monthly reports for client stakeholders.

Monitoring the load of the Centralized Technical Support (CTS) and timely distribution among shift employees. Overseeing the functionality of monitoring systems and networks. Optimizing HelpDesk operations, automating inter-departmental processes, managing optimization projects, and coordinating with executors. Controlling discipline and productivity of shift employees, creating schedules for additional shifts. Training first-line support staff and preparing technical documentation. Maintaining reporting and conducting analytics on mass network incidents, including creating Root Cause Analysis (RCA). Coordinating incident responses with the management of partner companies. I optimized monitoring processes by rewriting procedures and improving documentation, and created an automated system to control proactive monitoring without staff involvement. I resolved numerous complex incidents (including critical ones) by renegotiating with partners in Russia and headquarters in France. Won the 'Project of the Year' award for coordinating a team to eliminate mass DDoS attacks on the clients networks.

Monitoring the load of the Centralized Technical Support (CTS) and timely distribution among shift employees. Overseeing the functionality of monitoring systems and networks. Optimizing HelpDesk operations, automating inter-departmental processes, managing optimization projects, and coordinating with executors. Controlling discipline and productivity of shift employees, creating schedules for additional shifts. Training first-line support staff and preparing technical documentation. Maintaining reporting and conducting analytics on mass network incidents, including creating Root Cause Analysis (RCA). Coordinating incident responses with the management of partner companies. I optimized monitoring processes by rewriting procedures and improving documentation, and created an automated system to control proactive monitoring without staff involvement. I resolved numerous complex incidents (including critical ones) by renegotiating with partners in Russia and headquarters in France. Won the 'Project of the Year' award for coordinating a team to eliminate mass DDoS attacks on the clients networks.