tiroche

Analyze and document business requirements. Collaborate with stakeholders to identify and prioritize business needs, and translate them into technical requirements for development teams. Conduct data analysis and created reports to provide insights and recommendations for optimizing business processes and systems. Manage project timelines, budgets, and resources to ensure successful delivery of IT projects that met business objectives. Work closely with end-user groups for the effective system build testing. Achievements: Reduced costs on the EDM enhancements development by 30% with planning the dev strategy for the future quarters. Reduced the quantity of software errors at the step of testing acceptance by 70% (several circles of tech requirements review), included test group to the enhancement discussion calls. Improved the speed of testing acceptance, reduced the needed days from 5-7 to 1-3 by creating and teaching business focus group. Significantly improved the communication between the main business clients and the dev team.

Conducted audits of bonus programs, sportsbook and live casino games, identify-ing potential vulnerabilities and abuse schemes. Provided insights on optimizing KYC/AML procedures to prevent multi-accounting, bonus hunting, and fraudulent payouts. Successfully prevented a 50.000$/month abuse scheme related to multi-accounting, fixed games betting, bonus abuse and usage of live-dealer games to bypass the withdrawal restrictions. Implemented the transaction monitoring system for inbound payments that prevents deposit bonus abuse and apply accounts restrictions according to the rules - it helped to cut the fraudulent withdrawals without additional investigation by 37% on monthly basis.

Provided timely and efficient technical support to end users, resolving hardware and software issues to ensure smooth operations. Implemented system upgrades and software installations, enhancing overall functionality and performance. Conducted thorough troubleshooting and diagnostics to identify and resolve network connectivity issues. Collaborated with cross-functional teams to develop and implement IT solutions that met the needs of the organization. Was a team lead for the 1-line external agents in a transition period. Created the knowledge bases for the supported systems. Performed outstanding user training. Achievements: Increased the overall user satisfaction from support team (yearly) by 60%. Significantly reduced a ticket resolving terms from 5–7 days to 1–2 days. Implemented the ticket review calls twice a week that has refined the internal support communication and improved the activities transfer process. Outstanding 90% increase of ticket solving performance without involving the 2nd and 3rd level of support by leading the first line agents (including trainings and performance reviews). Was promoted to the IT Business Analyst based on success in working with stakeholders and high expertise in systems.

Led cross-functional teams in the successful implementation of ERP systems, ensuring adherence to project timelines and budgets. Analyzed business processes and identified areas for improvement, resulting in streamlined operations and increased efficiency. Trained end-users on new ERP software functionality, providing ongoing support and troubleshooting to enhance user adoption. Achievements: Successfully designed the implementation plan, trained the user groups and reduced the rollout period from 6 months to 3 months. Approved the company revenue growth from correct assets logistics and renting out by 45% yearly.