Alexey Gilev

An American company specialising in software engineering services, digital platform engineering, digital product design and support services.

Roles: Team Manager, End-User and Applications Support Delivery Manager

Services: L2-L3 End-User, application support and process consulting.

Achievements:

• Transitioned service from the previous provider and performed its transformation.
• Met with business leaders to better understand IT issues that negatively impacted businesses.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Evaluated personnel and team workloads to support capacity planning for better balancing between BAU tasks and project activities.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce service costs.
• Managed escalations coming from business representatives.

Japanese multinational IT service company.

Roles: Global Operations Manager, IT Operations Manager, Technical Services Team Leader.

Services: Off-shore IT infrastructure, End-User, Application and Security management and support, Service Desk, ITIL Process Management.

Achievements:

• Created a globally distributed operational structure.
• Integrated customer IT teams into a single organisational structure.
• Migrated customer process flows into the selected ITSM tool.
• Set up a Service Catalogue for end-users.
• Extended existing contracts with new services resulting in18% growth of revenue.
• Achieved the maximum possible CSAT level resulting in service prolongation for an additional 1.5 years.

Regional Internet Service Provider, Public Telephony and Mobile Operator.

Roles: Jr. Network Engineer, Network Engineer, Senior Network Engineer, Lead Network Engineer and Team Leader.

Services: Public Internet Services, IP Telephony, WAN, LAN, Wireless, Security management and support.

Achievements:

• Upgraded network topology from Star to Mesh.
• Migrated obsolete telephony billing into a modern environment.
• Modernised monitoring system.
• Built a 24/7 help desk function.
• Designed Incident & MI processes.
• Developed and ran DR and BCP plans.