Resume Operations Manager

Svetlana ***********

Kharkiv, Ukraine

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Show contacts (mailto: Show contacts )

https://www.linkedin.com/in/svetlana-***********/ (https://www.linkedin.com/in/svetlana-***********/)

Profile

I'm an experienced Operations Manager with deep knowledge in SaaS solutions.
I have practical knowledge of ITIL including Incident management, Delivery management,
Problem management, Change management.
People management and my personal skills such as leadership, communication provide me
with the ability to manage the IT team efficiently.
High level of change-driven and results oriented skills allow me to achieve goals and
complete projects.

Professional Experience

Oracle - Kharkiv, Ukraine

(April *****************)

Senior Manager

● incident management
● evaluation employee performance & personal career plan development
● optimization and automation internal processes and procedures
● internal project management
● staff recruiting (interviewing and hiring) both on site and remote
● incident report preparation

TOA Ukraine - Kharkiv, Ukraine

(July *****************)

Service Desk Manager

● 36 employees (32 shift engineers, 4 analysts)
● team performance, scheduling, event organization
● new staff training process implementation
● ITIL implementation
● collaboration with other departments
● customer ************ (Zendesk) worldwide
● internal project management
● incident, maintenance management, risk assessment
● team development planning

Mounblan Network, LLC - Kharkiv, Ukraine

( November ****************)

Manager of Technical Support Department

● team management (task distribution between engineers, tasks status control,

schedule creation)

● conduct and present technical seminars, IT courses
● marketing materials preparation

Mounblan Network, LLC - Kharkiv, Ukraine

(June ********************)

Support engineer

● customer support
● telecommunication equipment configuration (switches, routers, modems etc)
● network issues troubleshooting

EDUCATION
Master of Telecommunication Systems Kharkiv National University of Radio electronics,
Ukraine (graduated June 2009)

PERSONAL SKILLS

● people management, leadership
● time management
● customer oriented, communication skills
● problem-solving

TECHNICAL SKILLS

● ITIL: Change management, release management, problem management, incident

management

● Project management
● SLA, KPI
● SaaS
● Agile (Scrum)
● Jira, Mantis, Zendesk
● Nagios
● Language: English (Upper-Intermediate)