Service Technical Support

ALEXEY TIMCHENKO

Mobile: +971-**-***-**** Email: ***********@*****.***

Director, IT Services

Detail-oriented IT Executive, with 20+ years’ success in the design, implementation and development of optimal IT infrastructure and information systems. Proven success in the leadership and delivery of complex development projects for key players across complex business sectors. Exceptional analytical and problem solving skills ensure the swift resolution of complex technical issues. Utilizes strong leadership and communication skills to direct project teams, including fluency in English and Russian.

Areas of Expertise

Project Management

Process Optimization / ITIL

Motivational Leadership

IT Strategy

IT Infrastructure

Budgeting & Cost Reduction

Stakeholder Engagement

Transformation

Systems Implementation

Quality Management

Client Relations

Change Management

Professional Experience

HEAD OF IT SERVICE AND INFRASTRUCTURE (IT OPERATIONS) 2011-2017

LUKOIL Overseas, Dubai, UAE

Direct and develop IT infrastructure and information systems, supporting 3500 end-users across 75 global locations. Lead and motivate global IT support teams, including 37 direct reports. Exercise robust budget control and quality management. Optimize service processes in full alignment with commercial objectives.

Key Projects / Achievements:

Orchestrated the relocation of IT infrastructure from Moscow to Dubai involving over 600 employees, inclusive of data center relocation, infrastructure design / development and data transfer

Implemented a various business applications such as ERP, BI, HR, SRM, workflow systems

Designed and implemented infrastructure, deployed corporate systems and organized service support for new offices in Dubai, Tehran, Hanoi, Vienna, Mexico, Bucharest, Moscow, Oslo and Baghdad

Introduced a new data connectivity center and centralized IT operations

Improved technical support services, including the introduction of multinational / multilingual support

Applied ITIL methodologies to enhance internal processes, thereby improving service delivery

Spearheaded the implementation of IT investment projects/ programs (Opex and Capex up to $10M)

Responsibility

Tasks/Metrics

IT infrastructure implementation and Service Management

1.Support the business projects through effective design and capacity provision for all infrastructure technologies. Ensure that the business requirements are properly documented, standard technologies used for solutions wherever feasible, solutions are tested to ensure reliability, availability and capacity.

2.Plan, manage and drive efficiency improvements in operation, maintenance and support, for assigned infrastructure technology areas in IT covering Data Centre Facilities, Cloud, Servers, Storage, Backup & Recovery, Databases, Application Servers, Middle Ware, Web Technologies, Data Networks, Voice and end user technologies

3.Ensure planning and execution of projects to develop the technology portfolio.

4.Managing the IT service center (L1, L2, L3):

a.User request management.

b.Incident management.

c.Change management.

d.Capacity Management.

e.Availability Management.

5.Starting-up an IT infrastructure for new offices.

6.Monitoring of the IT infrastructure (hardware/software/systems) and IT services (email, phones services, VSC, mobile services, printer service, meeting rooms, VPN, Internet, Wi-Fi and etc.).

7.Providing tools and process for the backup and recovery.

8.Continuous improvements of the IT services:

Gathering IT requirements.

Development and managing the project plan for the overall IT services improvement.

9.Managing the remote datacenter (Switzerland) and local datacenters.

10.Planning of IT infrastructure in accordance with IT requirements, available resources and current IT projects.

11.Manage the distribution and deployment all new and upgraded applications/systems and IT infrastructure.

General IT Governance

1.Develop a strategic direction for all IT businesses (infrastructure, business applications, information security).

2.Set objectives and strategy for the IT department. Providing strategic plan of projects portfolio for the year, 5 years and up to 10 years.

3.Plan and deliver the OPEX/CAPEX budgets.

4.Manage and control the local IT staff and outsourcers.

5.Manage and control IT projects implementation.

6.Continuously optimization of IT expenses (mobile services, Internet, leased lines, outsourcers’ contracts).

7.Reporting to company managers about the overall performance of the crucial IT services and IT projects status.

8.Provide defense of the IT projects within headquarter.

9.Define the proper vendors for technical solutions; define the technical solutions, technical requirements and scope of works. Contract negotiations with vendors and suppliers aligned with scope of works and the appropriate SLA requirements.

10.Roll-out the new IT services for the company’s locations.

Up to 10 projects per year.

Overall managed IT budget is up to $25M per year (Capital budget up $10M per year, Operational budget up $15M per year)

Users – 500 Dubai and 3000 abroad (more than 75 locations, 15 countries).

User support mode - 24x7.

Business applications implementation and support

1.Work with the business to articulate IT requirements that relate to business initiatives and change. Facilitate the requirements within IT to engage their delivery.

2.Gathering business unit demands for IT and convert them to IT technical requirements for the future projects implementation.

3.Implementation of new business applications based on the BU demands - workflow system OpenText, SAP ERP, HR, BI, SRM, BI system, employees assessment system, SharePoint portal and etc.

4.Providing implementation and future support of operation for various application systems.

5.Gathering a new requirements and implementation of changes to operational applications.

Information security

1.Implementation the processes, procedures and related documents to prevent data leakage.

2.Implementation of appropriate IS tools for network equipment, servers, laptops and etc. (DLP, Antivirus, MDM, PKI) to manage and prevent data loosing.

3.Maintenance a strict access control.

4.Collaboration an operating activities with Security department.

IT process improvement

1.Development and implementation the processes, procedures and related documents to provide the appropriate SLA and continuously service improvement.

2.Implementation the methodology for business applications delivery.

3.Managing the IT service catalogue with internal customers, remote office as well with supplier and vendors.

HEAD OF IT 2010-2011

Russian Transport Insurance Company (RSTK), Moscow, Russia

Formulated IT strategies and developed optimal IT infrastructure / systems for a reputable financial services company. Oversaw service center operations; developing a highly-skilled technical support team.

Key Projects / Achievements:

Successfully implemented robust new systems and services, including workflow systems, IP telephony and corporate e-mail system

HEAD OF ADVANCE TECHNOLOGY 2009-2010

Ministry of Telecom / Mass Communications, Moscow, Russia

Critical role, creating and implementing advanced technology strategies targeted at the Telecoms industry on behalf of the Russian Federation.

Key Projects / Achievements:

Project managed the implementation of a major Government program; Development of Information Society - achieving key project milestones on time, in budget and to exacting standards

HEAD OF INFORMATION SYSTEMS 2008-2009

Rosgosstrakh Insurance, Moscow, Russia

Delivered a portfolio of system implementation projects to time critical deadlines for a leading insurance company. Built positive relationships with clients; assessed their needs and delivered tailored solutions. Led and motivated large-scale technical teams, comprising over 75 in-house staff members. Promoted continual improvement, with focus on service support, quality improvement and budget optimization.

Key Projects / Achievements:

Crafted IT strategy, drove improvement in IT management processes and enhanced core IT systems, including HR, operational support, financial and analytics

Restructured the IT and Service Desk functions, thereby improving productivity, staff engagement and service delivery

HEAD OF IT MANAGEMENT SYSTEMS 2005-2008

ISG, Moscow, Russia

Accountable for the design and development of infrastructure, systems and services across a diverse client base. Dealt with the entire project lifecycle, from initial requirements gathering, quotations and bid management through to testing, deployment and technical support.

Key Projects / Achievements:

Delivered business critical system implementations, including a service support system for Russian Post, backup system for Datacenter and IT services for a major Government organization

ARCHITECT - STRATEGIC OUTSOURCING 2005

IBM Global Services, Moscow, Russia

Defined and implemented outsourcing and IT solutions for IBM clients, including complex implementations for clients in the manufacturing and energy sectors.

Key Projects / Achievements:

Established a highly effective outsourcing process for RAO ESS as well as a streamlined office infrastructure for Kraft Foods

Earlier Experience

SENIOR IT SUPPORT, Sibintek (IT Company), Moscow, Russia (2001-2004)

HEAD OF IT, RK-garant Insurance, Moscow, Russia (1998-2001)

Education & Training

Bachelor's Degree, Information Technology, Moscow State Technical University, Russia

Professional Training

IT Project Management; Designing Exchange Server 2000 for Enterprise; MS Windows Professional & Server;

Network Infrastructure; Directory Service; MS SQL Server

Technical Expertise

OS: Microsoft Windows

Infrastructure: Active Directory; Microsoft Exchange; LAN/WAN; VPN; PKI

Hardware: HP (servers, laptops, printers); CISCO (network, VCS, PBX, Wi-Fi); Alcatel (PBX); DELL (laptops)

Tools: HP Service Desk; Orion SolarWinds; Tivoli; Citrix; Backup Exec; McAfee; MS Visio; MS Office Suite

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