Valeriy Okhotnitskyy

Responsibilities: Operations Management, Escalations Management, Relationship Management.

- Managing the operational issues with high severity cases within ITIL Incident Management.
- Ensuring the SLAs are met, services are provided according to the relevant processes.
- Expediting the problem resolution process for Premium Customer Accounts.
- Dealing with Customers escalations and operational concerns within Relationship Management.
- Close cooperation with Engineering and Logistics Teams.
- Cooperation with SSM, SDM, DM and other management levels.
- Monitoring the engineers working progress to ensure high-touch support.
- Monitoring the case progress to ensure regular feedback to the Customer.
- Monitoring RMAs on-time delivery and providing needed approvals.
- Attending management WebEx conference calls with the Customer.
- Performing the SPOC duties.
- Working under time-pressure.
- Working on 24/7 shift pattern.
- Preparing of reports.

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OTHER RESPONSIBILITIES:
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- May - June 2015
Primary Operations Manager in Baku, Azerbaijan at customer's site (Olympic Committee)

Project engagement with Cisco's partner Eurodesign:

Delivery of an onsite operational and escalation support during 1st European Games held in Baku, Azerbaijan 12th - 28th June 2015 to ensure network services functionality at all venues.
This includes cooperation with both internal and external engineering, logistics as well as management teams from preparation stage through competitions opening till their closure.

Responsibilities: Incident management, Account management, Task management. Service Desk tasks.

- Providing an IT technical support to end users, assigning cases to proper groups
- Escalation of issues according to incident/problem classification
- Preparing/updating technical documentation
- Providing an IT support to multiple projects with different processes, SLAs etc.
- Evaluation of the incidents/problems, opening incidents and requests
- Ensuring the regular feedback to end users
- Opening and monitoring critical and high-severity cases; opening bridges
- Providing full technical and process trainings for new joiners
- Monitoring, updating and resolving incidents; strong focus on FCRs
- Prioritizing issues according to their severity and business impact
- Preparing of reports
- Cooperation with team members, support groups and Service Desks
- Assisting the IT specialists in root-cause analysis
- Focus on fast restoration of CIs functionality to avoid impact on service
- Customer focus due to provide the best service to the Customer (CSAT)
- Constant improving of technical, language and personal skills
- Strong time management skills

Incident management, Account management, Task management. Service Desk tasks.

OTHER RESPONSIBILITIES:

- Jul 2011 - Aug 2011
Onsite IT Support in Kiev, Ukraine
Preparing computers, phones and servers for relocation (Customer's office relocation). Disconnecting all the devices, cooperation with local Maintenance Services Officers, connecting all the IT devices (computers, phones, servers), monitoring their functionality.

- May 2010 - Jun 2010
Onsite IT Support in Moscow, Russia.
Performing duties of the local IT at Customer's office in Moscow, Russia taking care of the users' computers as well as monitoring servers functionality.

- May 2009 - Jun 2009
IT Transition Representative in Moscow, Russia.
Project Implementation: gathering the information, creating the documentation, presenting the workflow aspects of L1 to the Customer.

- Apr 2009 - Apr 2009
IT Transition Representative in Warsaw, Poland
Project Implementation: gathering the information, creating the documentation, presenting the workflow aspects of L1 to the Customer.

Russian-Polish Interpreter at press-conferences.