IT Service Management Responsibilities

• ITSM Process Ownership: Developed, implemented, and improved ITIL-based processes, including incident, problem, and configuration management. Established KPIs to measure process efficiency and effectiveness

• Service Strategy and Planning: Defined ITSM strategies aligned with organizational goals to support business objectives and enhance service quality.

• Incident, Major Incident, and Problem Management: Ensured rapid response to incidents, minimizing business impact. Performed root cause analysis and post-incident reviews to drive problem resolution and reduce recurrence rates. Created performance analysis and incident-related reporting for senior leadership, improving visibility into operational health. Developed robust procedures for tracking and completing Major Incident Management action items, enhancing accountability.

• Service Level Management: Defined and monitored service level agreements (SLAs) and key performance indicators (KPIs). Ensured compliance with agreed-upon service levels. Collaborated with MSP and the service owners to address potential SLA breaches and KPI deficiencies proactively.

Service Delivery Responsibilities

• Operational Oversight: Monitored the day-to-day delivery of IT services to ensure consistent performance and availability.

• Vendor and Supplier Management: Coordinated with external vendors and ensured they met contractual obligations. Negotiated contracts to align vendor performance with organizational goals. 

• Customer Relationship Management: Acted as the primary point of contact for customers and stakeholders. Gathered and analyzed feedback to improve service delivery and customer satisfaction and to align IT delivery with business needs.

• Budget and Resource Management: Managed budgets and resources to ensure cost-effective service delivery while maintaining service quality. Planned resource allocation to meet changing business demands.

Continuous Service Improvement

• Conducted regular service reviews, identifying improvement opportunities that enhanced operational efficiency.

• Directed system, tools, and process evaluations, adopting new technologies and best practices to streamline operations and enhance IT service delivery. 

• Championed a culture of continuous improvement within the ITSM team.

Reporting and Documentation

• Generated detailed reports on SLA adherence, operational metrics, and performance trends, providing actionable insights to leadership and service owners.

• Maintained comprehensive documentation for processes, incidents, and configurations, ensuring audit readiness.

Team Leadership and Collaboration

• Led, mentored, and developed ITSM and service delivery teams, improving team performance and morale.

• Fostered cross-functional collaboration between IT, business units, and stakeholders, driving alignment and seamless operations.

 

Teaching advanced undergraduate Cybersecurity, Cisco, and Microsoft classes Online:

• Current Trends and Projects in Computer Networks and Cybersecurity (CMIT 495)
• Implementing Cisco IP Switched Networks (CMIT 452)
• Implementing an Advanced Server Infrastructure (CMIT 373)
• Designing and Implementing a Server Infrastructure (CMIT 372)
• Windows Server: Identity (CMIT 371)
• Configuring Advanced Windows Server Services (CMIT 371)
• Windows Server: Networking (CMIT 370)
• Windows Server: Install and Storage (CMIT 369)
• Switching, Routing, and Wireless Essentials (CMIT 351)
• Enterprise Network, Security, and Automation (CMIT 352)

• Engaging with clients to identify opportunities to conduct organization diagnosis, improve organizational effectiveness, and provide guidance on large-scale IT projects and programs that support clients’ strategic goals.
• Providing technical guidance, leadership, and direction related to ongoing and future projects, including technical staff planning, organizing, and controlling assigned resources to accomplish objectives.
• Developing, implementing, and maintaining IT policies, procedures, and associated training plans. Identify opportunities for cost-effective investments in technology and process changes.
• Ensuring the infrastructure is reliable, secure, and redundant, providing high availability to meet our customers’ business needs. Monitor and continuously improve customer service levels.
• Providing the vision, creating and maintaining the roadmap, and facilitating the execution of all technical applications from high-level concept to design to operational delivery. Providing recommendations for technology acquisitions. Ensure compliance with audit and regulatory rules and guidelines.
• Assessing, evaluating, and overseeing the development, design, and implementation of new applications and the upgrades/enhancements to existing ones; aligning business and technical requirements to ensure delivery of high-quality systems on time and within budget.
• Planning, directing, and coordinating the design, installation, and connectivity of computer systems and network infrastructure to ensure the stable operation of the organization’s IT assets. Including development, configuration, maintenance, support, and optimization of network hardware, software, and communication links. Maintaining, monitoring, and reporting on system performance, reliability, usage, security, and scalability
• Managing the day-to-day operations of the information technology systems, including directing staff supporting end-user computing, networking, systems engineering, telecommunications, support desk, and other technology operation functions

• Supervisory Responsibilities. Leading teams responsible for evaluating and introducing new capabilities that move the organization forward. Responsible for setting goals and expectations for team members, carrying out performance reviews, accountable for identifying and executing necessary training for operational support.

• Innovation and Transformation. Seeking ways to improve automation, consolidation, and cost reduction without compromising quality, data integrity, availability, and security. Leading teams of experts in their respective disciplines and partners with the Lines of Business for product design, development, testing, and collaboration. 

• Project Management. Support projects and initiatives that involve IT Infrastructure and Operations functional areas. Depending on the project, assume the responsibilities of a Project Manager, Project Coordinator, or Lead Engineer.

• Highest-level escalation contact for enterprise-wide crisis issues. Responsible for resolving issues and working on the most challenging problems. Interfacing with vendors to resolve issues and identify hardware and software upgrades or enhancements to address and resolve problems. Requiring advanced knowledge of Cisco switches and routers, Juniper NetScreen firewalls, and other products. Exhaustive understanding of networking protocols and technologies, including TCP/IP, MPLS, EIGRP, OSPF, HSRP, STP, VLANs, LWAPP, IPv6, QoS, and BGP, as well as expert hands-on experience with Windows Server infrastructure, including Active Directory, DNS, DHCP, DFS, Group Policies, Certificate Authority, NPS/RADIUS, and many others; VMware vSphere 5/4 and Microsoft Hyper-V virtualization products.

• Accountable for IT Operations functional area, including IT Operations budget, staff performance reviews, goal setting, training, and professional development. I streamlined daily IT operations and improved helpdesk performance to achieve a 57% reduction in helpdesk requests in the first four years.
• Responsible for managing global server and network infrastructure covering data centers in US and Ireland
• Designed and implemented flexible Systems and Network architecture that fulfilled business needs and allowed for further growth as envisioned in the company’s strategic plan; validated proposed solutions by measuring them against the business drivers and goals. Designed and deployed services and infrastructure.
• Developed various IT policies/procedures and facilitated the communication and integration of IT policies, processes, and governance structures across the organization.

Senior Systems Administrator / Network Engineer

Znannia-Press Publishing House, Ltd.
June 2001 – December 2004
Kyiv, Ukraine

• Managed IT department

• Performance management, year-end reviews, employee hiring

• Procurement and vendor management

• Created company policies and procedures governing corporate security, email and Internet usage, access control, and incident response.

• Managed heterogeneous infrastructure consisting of Windows NT/2000/2003, FreeBSD, and Linux servers; MySQL and MS SQL databases; Microsoft Exchange, Sendmail, Cyrus IMAP, and Postfix email servers.

• Re-designed and installed LAN/WAN to improve network performance by 30%.

• Tested desktop applications and operating systems to ensure overall infrastructure stability and performance.

• Developed curriculum and delivered computer security awareness training for management, staff, and customers.

Systems / Network Administrator

Znannia Society, Kyiv Regional Organization
November 1996 – June 2001
Kyiv, Ukraine

• Provided comprehensive remote and onsite support for local and remote users and customers, including support for LAN/WAN products. Executed day-to-day maintenance, troubleshooting, and administrative tasks.
• Designed, installed, configured, and managed servers, workstations, LAN/WAN hardware, and cable installation.
• Delivered staff and customer training in computer system setup and operations. 
• Trained and supported local and remote network users.