Service Delivery Manager of support project that has a goal to provide L2 Azure Cloud, L2/L3 SAP Basis support for the biggest global merchant and processor of agricultural commodities, including coffee, cotton, grains and oilseeds, rice and sugar, transporting approximately 80 million tonnes of these products annually. Main responsibilities: • Team management and project coordination • Making decision within Operations part. • People management - staffing and motivation. • Project cost optimization and budget control. • Define goals and strategy for project development. • Build relationship with customer. • Find new opportunities for providing additional services. • SOW preparation. • Create value for customer through service. • Control that service is provided according to the business needs and best practices. • Responsibilities that SLA is achieved according to the contractual agreements. • Reporting project's results. • Control that Incidents, Requests for Change and Service requests are implemented within SLA. • Continual service improvement for infrastructure and processes. • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management. • Control that there is all needed documentation is on place according to the contract and service needs. • Regular assessment of employee performance. • Set tasks, monitors progress and results. • Team building and leading by example. Team 1) L2 Cloud team is focused on support of Azure infrastructure 2) L2/L3 SAP Basis is responsible for support of SAP application

Account and Delivery manager of Managed Support Services Project of Cloud practice - shared services provided for external customers inside Cloud practice. L2/L3 services are provided for 12 customers from Law, Investment, Hospitality, eCommerce, Retail, Pharmaceutical, Logistics, Banking domains. As Head of Managed Support Services of Cloud practice, I am responsible for Financial and Operational part of the program as well as extension of capabilities, presales and program development. Main responsibilities: • Managed Support Services presales activities - proposals preparation and presentation to customers. Approximately 100 proposals prepared by me in 2022-2023. • Integration with other services and practices in order to extend capabilities. I prepared financial service model for SAP, SAP Hybris, Salesforce, MobileApp, established SAP and custom application support services. • PnL review and optimization • Management of MSS Management team • Making decision within Operations part. • People management - staffing and motivation. • Project cost optimization and budget control. • Define goals and strategy for program development. • Build relationship with customers. • Find new opportunities for providing additional services. • SOWs preparation. • Responsibilities that SLA is achieved according to the contractual agreements. • Continual service improvement and processes standardization of MSS program • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management. • Regular assessment of employee performance. • Team building and leading by example. Team: Geo redundant team located in Poland, India, Kazakhstan, Georgia, Mexico, Turkey, Montenegro, Colombia, Kyrgyzstan. Approximate size is 45 FTE of Cloud, Sitecore, Drupal, Application, MSSQL, SAP basis support engineers, Major Incident Managers, Service Delivery Managers.

Management of support project. L1 ServiceDesk, L2 Cloud and L2/L3 Data support provisioning of CRM system for one of the biggest American multinational cosmetics company, a manufacturer and marketer of makeup, skincare, perfume , and hair care products. Main responsibilities: • Team management and project coordination. • Making decision within Operations part. • People management - staffing and motivation. • Project cost optimization and budget control. • Define goals and strategy for project development. • Build relationship with customer. • Find new opportunities for providing additional services. • Proposal preparation and up sales. • SOW preparation. • Create value for customer through service. • Control that service is provided according to the business needs and best practices. • Responsibilities that SLA is achieved according to the contractual agreements. • Reporting project's results. • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA. • Continual service improvement for infrastructure and processes. • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management. • Control that there is all needed documentation is on place according to the contract and service needs. • Regular assessment of employee performance. • Set tasks, monitors progress and results. • Team building and leading by example.

Operations head of Managed Support Services project of Cloud practice - shared services provided for external customers inside Cloud practice. L2/L3 services are provided to 11 customers. List of services: Cloud (Azure, AWS, GCP), Sitecore, Drupal, Magento, Custom Application support, Major Incident Management Service. Responsibilities. As Operations head of Managed Shared Services of Cloud practice, I am responsible for the providing L2/L3 services within agreed SLAs for 11 customers. Main responsibilities: • Team management and project coordination. • Making decision within Operations part. • People management - staffing and motivation. • Project cost optimization and budget control. • Define goals and strategy for program development. • Build relationship with customers. • Find new opportunities for providing additional services. • Proposal preparation and up sales. • SOWs preparation. • Create value for customer through service. • Control that service is provided according to the business needs and best practices. • Responsibilities that SLA is achieved according to the contractual agreements. • Reporting project's results. • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA. • Continual service improvement for infrastructure and processes. • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management. • Control that there is all needed documentation is on place according to the contract and service needs. • Regular assessment of employee performance. • Set tasks, monitors progress and results. • Team building and leading by example. Team Geo redundant team located in Lithuania, Poland, India, Kazakhstan, Georgia, Mexico, Turkey, Montenegro, Serbia, Ukraine, Romania. Approximate size is 40 FTE: Cloud, Sitecore, Drupal, App, MSSQL engineers, Major Incident Managers, Service Delivery Managers.

Project provides IT services aimed to infrastructure support of customer from manufacturing domain. Project includes following teams: 1) ServiceDesk L1 team that provide full range of services like call-center, incident registration, response and resolution on L1 (FLR) 2) InfraHosting team is focused on support of Windows, Linux, AWS, Azure, SCCM, NetApp, CommVault systems. 3) Network team provides support for network infrastructure built on Cisco products. 4) ServiceNow team provides support and development of the instance. 5) Change management and problem management services. Team size is about 35 FTE+ Shared ServiceDesk. Main responsibilities: • Team management and project coordination. • Making decision within Operations part. • People management - staffing and motivation. • Project cost optimization and budget control. • Define goals and strategy for project development. • Build relationship with customer. • Find new opportunities for providing additional services. • Proposal preparation and up sales. • SOW preparation. • Create value for customer through service. • Control that service is provided according to the business needs and best practices. • Responsibilities that SLA is achieved according to the contractual agreements. • Reporting project's results. • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA. • Continual service improvement for infrastructure and processes. • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management. • Control that there is all needed documentation is on place according to the contract and service needs. • Regular assessment of employee performance. • Set tasks, monitors progress and results. • Team building and leading by example.

Project provides IT services aimed to infrastructure support of customer from manufacturing domain. Project includes following teams: 1) ServiceDesk L1 team that provide full range of services like call-center, incident registration, response and resolution on L1 (FLR) 2) InfraHosting team is focused on support of Windows, Linux, AWS, Azure, SCCM, NetApp, CommVault systems. 3) Network team provides support for network infrastructure built on Cisco products. 4) ServiceNow team provides support and development of the instance. 5) Change management and problem management services. Team size is about 35 FTE+ Shared ServiceDesk. Main responsibilities: • Team management and project coordination. • Making decision within Operations part. • People management - staffing and motivation. • Define goals and strategy for project development. • Build relationship with customer. • Find new opportunities for providing additional services. • Create value for customer through service. • Control that service is provided according to the business needs and best practices. • Responsibilities that SLA is achieved according to the contractual agreements. • Reporting project's results. • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA. • Continual service improvement for infrastructure and processes. • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer. • Risk identification and management; • Control that there is all needed documentation is on place according to the contract and service needs. • Regular assessment of employee performance. • Set tasks, monitors progress and results; • Team building and leading by example.

Project provides IT services for 60 customers of Fujitsu Denmark. List of services: Enterprise management, Citrix support, Software Delivery, Windows patching, Incident coordination, Virtualization support, Backup&Storage support, 3rd line user's support, Microsoft365 support, Asset management, Problem management, Change management, Release management, Incident management, Network support, Wintel, SharePoint, MSSQL support, Security services, Unix , Exchange, Oracle support. Main responsibilities: • Management of 2 largest projects in Fujitsu Russia GDC with 150 employees (service project team leads, engineers, cross-functional specialists, scrum-masters, developers and System architects); • Making decision within Operations part; • Resource management; • Define goals and strategy for project development; • Build relationship with customer; • Find new opportunities for providing additional services; • Create value for customer through service; • Development of Service Description for contract; • Control that service is provided according to the business needs and best practices; • Responsibilities that SLA is achieved according to the contractual agreements, achieving availability up to 99,9%; • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA; • Coordination of teams by using project team leaders’ team; • Continual service improvement; • Creation of Service Improvement plan in case of any areas needs more attention or having escalations from customer; • Risk identification and management; • Control that there is all needed documentation is on place according to the contract and service needs; • Organizing regular audits and infrastructure assessment; • Take measures aimed at ensuring compliance with the information security requirements; • Regular assessment of employee performance; • Set tasks, monitors progress and results; • Team building and leading by example;

Project provides IT services for 60 customers of Fujitsu Denmark. List of services: Enterprise management, Citrix support, Software Delivery, Windows patching, Incident coordination, Virtualization support, Backup&Storage support, 3rd line user's support, Microsoft365 support, Asset management, Problem management, Change management, Release management, Incident management, Network support, Wintel, SharePoint, MSSQL support, Security services, Unix , Exchange, Oracle support. Main responsibilities: • Management of 8 teams with 60 employees (engineers, cross-functional specialists and System architects); • Managing of day-by-day administration customer’s IT infrastructure according to contractual obligations and best practices; • Achieving team’s goals and SLA, availability up to 99,9%; • Top level control that Incidents, Requests for Change and Service requests are implemented within SLA; • Coordination of service providing, monitoring of infrastructure by technical teams; • Continual service improvement; • Risk identification and management; • Continuously development of backup and monitoring infrastructure; • Creation, checking and approval of project documentation – Processes, Procedures, Knowledge base articles; • Regular audits and infrastructure assessment; • Defining the ways of employees’ development; • Improving cooperation between teams; • Take measures aimed at ensuring compliance with the information security requirements; • Regular assessment of employee performance; • Set tasks, monitors progress and results; • Team building and leading by example;

• Management Wintel team within one project – 5 engineers; • Acting as Tech lead within team; • Coordinating of service providing and technical implementation tasks within team; • Resolving Incidents, Request for Change, Service requests; • Set tasks, monitors progress and results; • Development and support Wintel infrastructure (Windows server, AD, GPO, Cluster); • Patching service development and organization; • Lead CAB (Change Advisory Board) with customer; • Communication with customer;

• Management Wintel team within one project – 5 engineers; • Acting as Tech lead within team; • Coordinating of service providing and technical implementation tasks within team; • Resolving Incidents, Request for Change, Service requests; • Set tasks, monitors progress and results; • Development and support Wintel infrastructure (Windows server, AD, GPO, Cluster); • Patching service development and organization; • Lead CAB (Change Advisory Board) with customer; • Communication with customer;

• Resolving Incidents, Request for Change, Service requests; • Support Wintel infrastructure (Windows server, AD, GPO, Cluster); • Technical tasks implementation;

• Providing wide range of services according to contract; • Managing of employees – 5 people; • Managing contracts with suppliers; • Contracts development; • Payment control; • Support Wintel infrastructure - MS Windows Server NT/2000/2003/2008/2012; • Support Unix infrastructure – Ubuntu, ASP Linux ; • Development and support network infrastructure; • Organization wireless access point; • Computer network maintenance and installation; • Surveillance systems maintenance and installation; • Regular assessment of employee performance; • Set tasks, monitors progress and results; • Team building and leading by example;

• Providing wide range of services according to contract; • Support Wintel infrastructure - MS Windows Server NT/2000/2003/2008/2012; • Development and support network infrastructure; • Organization wireless access point; • Computer network maintenance and installation; • Surveillance systems maintenance and installation;

• Providing wide range of services according to contract; • Support Wintel infrastructure - MS Windows Server NT/2000/2003/2008/2012; • Development and support network infrastructure; • Organization wireless access point; • Computer network maintenance and installation; • Surveillance systems maintenance and installation;

Information technologies, Software of computer engineering and automated systems

Information technologies, computer Science and Engineering

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