Julia ZAKHAROVA

En résumé

Entreprises

• SGS Vostok - IT Applications Manager

  2010 - maintenant Working in Global multinational IT team as Regional IT Specialist for Eastern Europe affiliates (12 offices, about 300 users). System Services and Certification department
  Responsibility:
  - Participation in the development of global IT applications and projects (for instance: CRM: managing clients, services, planning, contracts, invoicing, feedbacks; Client's Portal; Certification Network; SharePoint; Online documentations approval; Employee management ;
  - Implementation of mentioned applications in Eastern Europe affiliates ;
  - Customization, administer, maintain of several IT projects and applications simultaneously ;
  - Delivering web\real trainings for users with different levels of IT knowledge and mentality; for management and back office staff ;
  - 2nd level Support of users (fast reaction on requests, resolving). Investigate issues, problems with Developers, Programmers and outsourcing consultants ;
  - Data administration, monitoring of usage, optimizing KPIs through reports, analysis, measurement
  - The adaptation of existing programs to the changing needs of business
  - Preparing of technical guideline, manuals, testing cases
  Results:
  - Increase user's satisfaction with strong focus on improving User Experience and Usability
  - Successful implementation 4 global projects for Eastern Europe countries affiliates in time
  - Most of workflows is automated and could be managed remotely

• IT online - Lead Analyst & Lead Analyst

  2008 - 2009 Russian-American IT services & CRM company specializing in development, promotion and management of internet projects Responsibility:
  Lead Analyst of internet projects (area: Dating services, Career, Payment system)
  - Monitoring of business processes KPIs (services, sales, registrations , conversations etc)
  - Analyzing and forcast of main business activities identify deviations from the rates, investigations
  - Creation of parameters to control the market behavior
  - Creation analytical databases with MS SQL2005/2008, MS Access, Excel ;
  - Development of automated reports with MS Reporting Services (MS Visual Studio)
  - Preparing recommendations for advanced stage of development and explain findings in the most effective terms
  - Researching competitive areas of e-commerce , competitors
  -Modernization of monitoring system for clients risk such as refunds, chargeback (electronic payment system: PAYPAL, Wire card, Optimal, etc.)

• Communication Company - Service Desk Supervisor & Senior Service Desk Analyst

  2007 - 2008 ОPENCOM (An Internet and Communication Company), http://www.opencom.ru/
  SAP module "Service Desk" is a primary IT service intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. I joined to the project on Implementation stage, it helps me to understand ITSM methodology and improve process of services.
  Responsibilities:
  - Responsibility for incident management and request fulfillment on the Service Desk
  - Definition roles, rules for escalations, priority of requests\incidents (SLA)
  - Arranged staff training and awareness sessions. Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service
  - Taken on wider customer service role and acted as an escalation point where difficult or controversial calls are received
  - Produced statistics and management reports. Attended Change Advisory Board meeting
  - Create FAQ, guidelines, manuals ,

• SPARGO TECHNOLOGY - Help Desk Technical Support Engineer

  2006 - 2006 Support of Automation solutions ("ePharma" and "eOrder") for pharmaceutical institutions. Main supported functions: Online order drugs, Keeping the warehouse, Ability to generate primary documentations.
  Responsibilities:
  - Support of user by phone, email. In urgent cases, visited pharmacy shops to investigate\resolve technical problems or provided user training
  - Managing issues\requests, escalations and maintain day to day Customer Service schedules and service levels
  - Provide appropriate phone coverage to support systems, referring problems and requests to other areas of expertise in a timely accurately, and in accordance with established procedures

• ELEVATOR BUILDING COMPANY - Technical designer

  2006 - 2006 Parameterizations of engineering design shop drawings by T-flex cad software. Create electronic control archives by T-flex doc's software.

Formations

• SGS Academy (Moscow)

  Moscow 2014 - 2014 Training "Effective web trainings"

Réseau

Pas de contact professionnel