Nadezhda Sokolova - Резюме System Analyst

02/28/2010 – 12/30/2014 Rostov-on-Done, Russia IT-SPECIALIST DPD RUS Tasks • Maintenance of computer equipment • Software setup Responsibilities • Troubleshoot and resolve IT issues via phone, email and in-person channels for desktop pcs, laptops, mobile devices, software applications, network and peripheral equipment. • Ensure all incidents are resolved against service level agreements including logging and tracking of support requests • Partner with internal IT teams and vendors to resolve incidents • Proactively learn and train peers on new products, services and technical solutions within organization • Build and maintain knowledge base for support and incident management • Configure new PCs using an Intune Autopilot imaging process and deploy to business locations • Participate in a weekly meetings, escalations, and performance management 12/31/2014 – 06/27/2021 Moscow, Russia HEAD OF DEPARTMENT IT DPD RUS Tasks: - Organization of round-the-clock information and technical support of the company + 1st line. - Recruitment and training of new employees. - Management of the department consisting of 8 employees, setting SMART tasks for certification and quarterly kpi. - Maintaining the knowledge base of the Service Desk, confluence. - Experience in implementing HP ITSM, working with Naumen SD. - Writing technical documentation, operating instructions for existing services of IT specialists, as well as lightweight versions of instructions for the end user. - Consulting users on working with application software, specialized ICS, peripheral equipment, troubleshooting via remote connection of DW, TV. - Coordination between the 1st and 2nd lines of technical support (special software support groups, development, system administrators). - Search for solutions to complex incidents, both independently and with the involvement of additional specialists. - Diagnosis of IT problems and analysis of the monitoring history, development of proposals for process optimization. - Establishment of tasks in Jira, registration and control of correction of defects. - Writing a bug report, monitoring the correction stage within the project team, analyzing the root causes of occurrence. - Conducting final testing of the implemented information systems. - Monitoring of terminal servers based on Win 2012, 2016, control via WhatsUpGold. 06/30/2021 – 11/23/2022 Moscow, Russia PROBLEM MANAGER SBERLOGISTICS Tasks: - Incident analysis, both independently and with the involvement of additional specialists, identification and control of the root causes of incidents in the OT infrastructure (by dedicated OT products/processes). WORK EXPERIENCE 1 / 3 Driving Licence: B - Setting tasks in Jira - Maintaining statistics of problems 11/24/2022 – CURRENT Moscow, Russia PROBLEM MANAGER SAMOKAT.TECH (OOO "UMNOE PROSTRANSTVO") Tasks: • -Incident analysis, both independently and with the involvement of additional specialists, identification and control of the root causes of incidents in the OT infrastructure (by dedicated OT products/ processes). • - Setting tasks in Jira • - Maintaining statistics of problems • SQL • BPMN

08/31/2012 – 03/24/2018 Rostov-on-Don, Russia UNDERGRADUATE EDUCATION SKF Moscow Technical University of Communications and Informatics

SQL (MySQL) Microsoft Office Active Direcotry LAN network configuration BPMN, EPC, UML Operating Systems (Windows, Linux) IT Troubleshooting

Английский

Organisational skills
• Experience with PC imaging and hardware repair
• Experience using incident and problem management ticketing solutions
• Experience with troubleshooting and escalation of incidents including documentation, diagnosing and
following first-level-resolution steps
• Strong customer service ethic
• Excellent verbal and written communication skills
• Excellent analytical and problem solving skills
• Ability to prioritize and quickly resolve issues