Technical Support Specialist

Create CVLoginCV viewTechnical Support SpecialistNegotiableRussiaSaint PetersburgFullRemoteWork experience15 years 11 monthsLast work experienceТехЛАБTeam Leader of Technical Support6 years 6 monthsContactsAboutAboutExperienced IT and Service Operations Manager with 18 years of experience in team leadership, building support departments from scratch, and ensuring smooth operation of business-critical systems. Expert in implementing and maintaining high-load information systems for government and corporate sectors. Skilled in project management, IT process optimization, budgeting, and SLA compliance. Delivered measurable improvements in customer satisfaction, operational efficiency, and cost reduction. Core Competencies Management & Leadership: Direct management of teams of up to 5 members, building support functions from the ground up, developing KPIs and SLAs, team motivation and development. Project Management: Full project lifecycle management (from pre-project surveys to final commissioning), budget, timeline, and risk control, GOST-compliant documentation. Service Development: Implementation of ITSM processes, knowledge base creation and maintenance, analytics and reporting for service quality management. Technical Expertise: Systems integration, Windows/Linux administration, database management (Oracle, PostgreSQL), information security compliance.Affiliate experience No data availableWork experience15 years 11 monthsMarch 2020 - to date(6 years 6 months)ТехЛАБTeam Leader of Technical Support- Built a technical support team from scratch (5 people), achieving 98% SLA compliance within 6 months and reducing average incident resolution time by 40%. - Implemented SLA and KPI monitoring, cutting overdue tickets by 60% and improving reporting transparency for management. - Introduced ticket prioritization and automation in Jira, reducing average first response time from 4 hours to 30 minutes and decreasing stale tickets by 75% within 3 months. - Established deadline tracking and SLA control, significantly reducing overdue tickets. - Ensured support processes fully complied with contract requirements — all key metrics met without violations. - Trained 100+ end users and client representatives, increasing their self-sufficiency and reducing repeat requests. - Implemented weekly Confluence dashboards tracking team KPIs (SLA, resolution time, workload), identifying 20% performance capacity reserves and justifying 2 additional headcount for new projects. - Created and structured a knowledge base, cutting resolution time for common incidents and streamlining engineers' workflow.January 2018 - March 2020(2 years 3 months)ТехЛАБIT Project Manager- Successfully delivered 2 projects on time and within budget. - Developed detailed project plans, ensuring predictable team workflow and reducing delays. - Accurately defined milestone timelines, aligning work between contractors and the client. - Identified risks early and mitigated their impact, preventing missed deadlines and critical incidents. - Flexibly adjusted plans to changing requirements without compromising quality or timelines. - Efficiently allocated tasks and monitored progress, maintaining high team productivity. - Established stable communication between stakeholders, ensuring shared understanding of goals and requirements. - Reviewed and approved technical and project documentation, ensuring compliance with GOST and regulatory standards. - Organized and conducted user training sessions, enabling smooth system adoption. - Created methodological guides and manuals, which became the foundation for ongoing support and scaling of implemented solutions.October 2016 - January 2018(1 year 4 months)BIOCADSenior Support Specialist- Successfully implemented information systems in government organizations, ensuring regulatory compliance and stable production performance. - Coordinated and organized full-cycle implementation, delivering all project phases on schedule with zero critical client objections. - Prepared complete project documentation and reports in accordance with GOST standards, ensuring seamless inspections and formal acceptance. - Delivered dozens of lectures and hands-on training sessions, enabling users to quickly master the system and significantly reducing support ticket volume. - Developed methodological guidelines and operational manuals, which became the standard for future implementations and maintenance. - Performed functional and integration testing, identifying and resolving critical defects prior to go-live. - Created strict reporting documentation for federal clients, ensuring full transparency and accuracy of all project materials. - Organized and conducted client staff training across multiple Russian regions, ensuring smooth system deployment in a distributed infrastructure.April 2015 - September 2016(1 year 6 months)SOLVOSupport Engineer- Maintained stable system operation across production and warehouse facilities, ensuring high availability and minimizing downtime. - Reduced incident resolution time through in-depth diagnostics and clear procedures, providing 24/7 support for client-critical processes. - Successfully resolved complex technical issues in restricted facilities, restoring system functionality within extremely tight deadlines. - Ensured correct installation and configuration of company's software and hardware stacks, preventing early-stage implementation errors. - Conducted dozens of user training sessions, increasing their self-sufficiency and reducing repeat support requests. - Created a complete set of operational documentation (manuals, guidelines, virtual labs), which became the training standard for engineers and end users. - Optimized SQL queries, improving system performance and accelerating data processing. - Identified defects early by analyzing logs and system behavior; initiated and deployed necessary fixes. - Maintained Windows and Linux server stability, ensuring predictable infrastructure performance. - Managed Oracle databases, configured archiving, and prevented data loss incidents. - Ensured reliable data exchange between the management system and SAP, eliminating integration errors and minimizing incidents.August 2009 - January 2014(4 years 6 months)Эй-Си-ЭСLead Engineer- Delivered VAUIS implementation projects for government agencies, automating key processes and improving their operational efficiency. - Conducted pre-project surveys at 20+ sites, ensuring accurate resource and timeline planning and eliminating implementation-phase risks. - Developed and approved 40+ sets of project documentation per GOST standards, guaranteeing successful acceptance committee reviews. - Successfully commissioned 12 sites (Cisco, HP, APC hardware), personally performing startup and commissioning as lead engineer. - Ensured uninterrupted system operation through ongoing support and scheduled maintenance, reducing critical incidents by 70%. - Trained 200+ users (lectures and hands-on sessions for groups of up to 50), increasing their competency and reducing support desk load. - Created and deployed virtual training labs, cutting new technical staff training costs by 50%. - Developed a methodological guide package for project replication, accelerating new site implementations by 20%. - Tested 5+ product versions, identifying critical bugs prior to client delivery. - Developed implementation blueprints for federal-level clients in compliance with GOST, laying the groundwork for successful major contracts. - Prepared strict reporting documentation packages, ensuring full regulatory compliance. - Conducted site surveys at 12 client locations, producing accurate SOWs and commercial proposals, improving commercial conversion rates. - Successfully implemented 3 regional automated systems, ensuring seamless integration with existing federal infrastructure. - Responded rapidly to closed/restricted sites for diagnostics and critical failure resolution, restoring systems within tight deadlines (average 48 hours). - Organized and delivered on-site training courses for client staff across Russia, standardizing user workflows across regions.SkillsSSHZabbixLinuxWindowsSQLAPIAtlassian JiraAtlassian ConfluencePythonDockerMicrosoft OfficeStress resistance.Communication skillsLanguage proficiencyAdvanced EnglishNative RussianBeginner GermanAdvanced UkrainianEmploymentEmploymentFull, Part-time, Project-basedWork formatRemote, Hybrid, OfficeWork scheduleFlexible, Shift, 5/2RelocationPossibleBusiness tripsBusiness trips possibleArbiHunterAbout the companyPublic APIMedia KitNEWSupportTerms of ServicePrivacy PolicyMoreSearch for employeesPublish a vacancyMobile appFor all questions@arbihunter_support© 2026 All rights reservedPrivacy Policy