Manage the help desk team and evaluate performance. Ensure customer service is timely and accurate on a daily basis. Recruite, traine and support help desk representatives and technicians. Set specific customer service standards. Contribute to improving customer support by actively responding to queries and handling complaints. Establish best practices through the entire technical support process. Follow up with customers to identify areas of improvement. Develop daily, weekly and monthly reports on help desk team’s productivity. Provide customer feedback to the appropriate internal teams, like product developers Development and adaptation of IT processes according to ITIL framework standards. Approach to the management and organization of IT services aimed at meeting the needs of the business according to IT Service Management recommendations.

Emergency support for users on technical issues, 24 hours a day, in production mode. Participation in the development and deployment of IT Infrastructure projects from scratch. Planning, development, implementation and administration of wireless infrastructure. Monitoring the operation of network and wireless communication systems, server equipment. Maintenance of wireless communication with mining equipment in open pit operation. High-altitude works. Implementation and support of hotel software and technologies. Hardware and software: - WFM, Micro-Sesame, SAP, Nomad RFID Reader. - TERTA UHF BaseStation BS411 / 412 - Sepura STP8040, STP9040, SRG3900 - WiMAX: RuggedCom WiN 7035-S (MP), RedLine AN-80i (P2P), Seowon USB Dongle SWU-3220A (3.4 - 3.6GHz), Ruggedcom WiN5235, Ruggedcom WiN5100. - WiFi (5Ghz): Ubiquity Rocket M5 - FO cable testing: Fluke DTX-1800 - AutoDesk AutoCAD 2016 license server + deployment - Cisco Unified CM Administration - VxWorks - Leica Geosystems, LP&HP UHP, LeicaJview, Jaux. Carrying out basic procedures for maintaining the life of equipment. - Microsoft Exchange, Active Directory, Directum EDM, OeBS. - Surpac, Datamine, Micromine GEOVIA MineSched, AutoCAD, Leapfrog, MapInfo Pro, MineVision, GeoSearch, D-Sector. - ACS, CCTV.

Emergency support for users on technical issues, 24 hours a day, in production mode. Participation in the development and deployment of IT Infrastructure projects from scratch. Planning, development, implementation and administration of wireless infrastructure. Monitoring the operation of network and wireless communication systems, server equipment. Maintenance of wireless communication with mining equipment in open pit operation. High-altitude works. Implementation and support of hotel software and technologies. Hardware and software: - WFM, Micro-Sesame, SAP, Nomad RFID Reader. - TERTA UHF BaseStation BS411 / 412 - Sepura STP8040, STP9040, SRG3900 - WiMAX: RuggedCom WiN 7035-S (MP), RedLine AN-80i (P2P), Seowon USB Dongle SWU-3220A (3.4 - 3.6GHz), Ruggedcom WiN5235, Ruggedcom WiN5100. - WiFi (5Ghz): Ubiquity Rocket M5 - FO cable testing: Fluke DTX-1800 - AutoDesk AutoCAD 2016 license server + deployment - Cisco Unified CM Administration - VxWorks - Leica Geosystems, LP&HP UHP, LeicaJview, Jaux. Carrying out basic procedures for maintaining the life of equipment. - Microsoft Exchange, Active Directory, Directum EDM, OeBS. - Surpac, Datamine, Micromine GEOVIA MineSched, AutoCAD, Leapfrog, MapInfo Pro, MineVision, GeoSearch, D-Sector. - ACS, CCTV.

Emergency support for users on technical issues, 24 hours a day, in production mode. Participation in the development and deployment of IT Infrastructure projects from scratch. Planning, development, implementation and administration of wireless infrastructure. Monitoring the operation of network and wireless communication systems, server equipment. Maintenance of wireless communication with mining equipment in open pit operation. High-altitude works. Implementation and support of hotel software and technologies. Hardware and software: - WFM, Micro-Sesame, SAP, Nomad RFID Reader. - TERTA UHF BaseStation BS411 / 412 - Sepura STP8040, STP9040, SRG3900 - WiMAX: RuggedCom WiN 7035-S (MP), RedLine AN-80i (P2P), Seowon USB Dongle SWU-3220A (3.4 - 3.6GHz), Ruggedcom WiN5235, Ruggedcom WiN5100. - WiFi (5Ghz): Ubiquity Rocket M5 - FO cable testing: Fluke DTX-1800 - AutoDesk AutoCAD 2016 license server + deployment - Cisco Unified CM Administration - VxWorks - Leica Geosystems, LP&HP UHP, LeicaJview, Jaux. Carrying out basic procedures for maintaining the life of equipment. - Microsoft Exchange, Active Directory, Directum EDM, OeBS. - Surpac, Datamine, Micromine GEOVIA MineSched, AutoCAD, Leapfrog, MapInfo Pro, MineVision, GeoSearch, D-Sector. - ACS, CCTV.

Operational support of the company's employees on technical issues, in the "hot line" mode. Processing and solving incidents of varying complexity according to ITIL framework standards.Software maintenance, related to company project operations by appliance of IT bank resources utilization, IT security policy and ITSM international of HSBC group. Participation in the implementation of the project Common Windows Desktop (Replacement, configuration of computers, IP telephony, installation of banking programs, based on the smooth functioning of Disaster Recovery Plan.

System administration, Remote technical support, Organization and support of network infrastructure, Participation in the implementation of web-design.