Kazakhstani Content Specialist

SCM Digital Solutions Specialist

Senior Information Technology Specialist

- IT Day-to-day management and maintenance of IT/IM processes - Acted as the Problem Management FP for any occurring major incidents or repetitive problems - Prepared existing ITM processes for transition to new ESM tool

• Provide IT services with focus on customer support and a strong steer on performance of service delivery and customer satisfaction for the various service audiences • Continual improvement of services and justification for improvement investments through analysis of operational results and data. Ensure IT policy goals and objectives are met through IT processes and standardized methods and procedures are used for efficient and prompt response, analysis, documentation and reporting • Review, analyze, prioritize and make recommendations to Line Manager (and/or to Functional reporting manager where applicable) on improvement opportunities in IT Service Delivery, ensure applicable quality management methods are used in delivery of IT services

• Craft Training compliance for the Future Growth Project – monitoring, reporting & addressing non-conformance • Craft Training Portal project management • Contractors Craft Training Plan review – training objectives, assessment strategy and learning specification, common standards of delivery and assessment. • Build positive and productive working relationships with training providers to ensure consistency in training outcomes. • Serve as primary contact for contractors’ inquiries and concerns in regards to training providers’ performance • Develop and implement processes with training providers to ensure effective information flow to speed up delivery timelines

• Interacting with and supporting all FGP functions or disciplines (including Engineering, Facilities, Fabrication, Constructions, Business, Operations, etc.) • Acting as a direct interface for Information Protection (IP)/IRM issues with TCO IRM to ensure alignment and consistency • Capturing, consolidating and reporting on IP/IRM concerns or issues and tracking resolution • Performing IP assessments, identifying gaps and recommending sound and workable solutions • Performing day-to-day IRM tasks, perform or monitor IP evergreen processes, and monitoring completion of IPS tasks • Promoting IP awareness by conducting IP awareness training, sending IP communications and answering to IP queries • Performing supplier pre-qualification

• Level 1 & 2 IT support • Performing desk-side support service per Chevron’s pre-defined/location specific protocols and policies • Performing video conferencing end user support and meeting setup • Managed workflow and service requests through Chevron’s call ticketing system (Remedy) • Imaging/Re-imaging end user desktop and laptop machines • Software installation, configuration, and troubleshooting for end users • General Desktop support/ Project coordination/ Move activities • Facilitate communication with customers, CVX(Chevron) partners, contractors, and vendors • Working with other support groups and vendors to provide seamless support to customers • Analyzing problems, developing creative solutions and assessing risks/benefits • Assessing and addressing compliance with applicable IP Policies, Standards and Technical Controls. Continually keep abreast of and understand Chevron's IP policies, standards and technical controls and compliance process. Advocating and promoting IP awareness and compliance. • Monitoring technology changes and Chevron's operating environment changes to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service and/or reduce costs. • Participating in Change Management Process (Scheduled outages).

• 2nd line HelpDesk. • Administered access rights on the local servers, assure information security. • Supervised server rooms & IT premises. • Troubleshot and resolved of the network issues. • Configured iD telephony. • Hardware (equipment and systems) support, inventory, configuration, servicing and maintenance. • Mentored the work of IT-specialist in Astana and Almaty, ensured IT backup when necessary to provide uninterrupted IT support and operation. • Developed and maintained vendors’ database for KPI Inc. • Supported teams to ensure accurate data (e.g. data cleansing and reconciliation). • Assisted with 1C support • Assisted with Budget Planning • Generated presentations

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Responded to queries in person. • Generated training manuals. • Monitored daily performance of computer systems. • Mentored customer through problem-solving process. • Hardware and software installation, configuration, and maintenance. • Monitoring cleanliness of IT premises. • Diagnosed and solved problems. • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Installed computer peripherals for users. • Enforced reports to determine malfunctions that continue to occur.

• Adhered to HelpDesk policies and procedures. • Provided technical support and troubleshooting for supported software. • Worked with Helpdesk Tech’s and end-users, to capture vital diagnosis information, aiding in problem determination, appropriate prioritization and escalation, in communication to non-Helpdesk Technical Support Personnel. • Forged tickets with required information regarding user problems into the Helpdesk ticketing system. • Forwarded technical issues to other Information Technology teams when appropriate. • Provided administrative duties and answers to Helpdesk calls. • Assisted to develop, document and implement Helpdesk industry best practices for customer interaction, response times, escalation procedures, resolution, customer feedback/ survey of helpdesk performance. • Performed break-fix of software and hardware based workstation and laptop problems. • Maintained accurate inventory records for PCs, laptops, printers, software media, monitors, and other various networking and computer related equipment. • Provided frequent status updates and task/project completion information to IT Helpdesk Manager, problem request tracking system, and/or users, via voicemail, e-mail, or in-person communication. • Checked voicemail and ticket queue – hourly (during normal business hours) and returned customer calls left on voicemail, within a reasonable time.