Menu

Julia ZAKHAROVA

En résumé

Mes compétences :
Microsoft SQL Server
Customer Relationship Management
solving skills
incident management
improving User Experience
back office
SQL
SAP
Query
Microsoft Visual Studio
Microsoft Transact-SQL
Microsoft SharePoint
Microsoft SQL Server 2008
Microsoft SQL Server 2005
Microsoft Excel
Microsoft Access
Invoicing
Employee management
Effective Time Management
Data administration

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