Experienced IT Support Manager

Martins Jonass

***** ************ *****, ***. ***

Rockville, MD 20852

Phone: 240-***-****

Email: *******.******@*****.***

SUMMARY

Extensive experience in IT services and management. Experienced in handling all aspects of successful IT

maintenance team work, including financial management, project management, human resources, and end-user

services. Cited by employers for problem solving skills, excellent rapport with partners and clients and accuracy in

financial forecasting and reporting.

KEY SKILLS

• Leadership: Ability to lead, inspire and motivate a team of people toward a common goal;

• Management: Project management; Financial management in terms of budgeting and forecasting costs;

• IT Services: Deep understanding of IT services and processes (ITIL);

• Computer skills: Microsoft based operating systems and suites - MS Windows and MS Office as well as MS

Visio and MS Project. Maintenance of workstations and office appliances: installation, configuration etc.;

• Trilingual: English, Latvian, Russian.

WORK EXPERIENCE

Head of Baltic and Russia IT Support unit 2008-2013

If P&C Insurance AS Latvia, Riga

• Lead and coordinated Baltic and Russia IT support and department resources according to If IT standards in

Baltic and Russia to secure and support Baltic and Russia business;

• Planned and followed-up Baltic and Russia IT support strategy;

• Worked out the Unit targets based on the Division targets, ensured the fulfilment of the tasks, worked out

and ran daily business administration;

• Managed the Unit budget: planned, administered, controlled and checked on keeping to the budget;

• Ownership of IT system support and maintenance project portfolio;

• Coordinated IT support and maintenance processes;

• Managed IT Support human resources: planning, recruiting, administering, motivating and developing the

human resources;

• Coordinated and controlled IT support and maintenance suppliers;

• Managed documentation, statistical reports and forms and employment-related documentation;

• Made proposals to Head of Baltic and Russia IT about other IT department issues.

IT Project manager 2006-2008

If P&C Insurance AS Latvia, Riga

• Managed and controlled IT support projects related to IT infrastructure improvement and administration

processes;

• Prepared project and managed the project workgroup in the result-oriented way;

• Administered the changes of projects;

• Reported on project to all levels of management and interested groups according to the agreements;

• Carried out testing and handed over the results of projects;

• Administered the finances of the projects;

• Supported and administered office appliances;

• Administered internal document and record management system.

Information technology specialist 2002-2006

If P&C Insurance AS Latvia, Riga

• Maintained IT solutions and infrastructure;

• Consulted and ensured IT support to end-users and cooperation partners;

• Maintained workstations: desktop and laptop installation, workstation replacement, software installation;

• Maintained copying machines; printer and faxes;

• Coordinated telephony system maintenance with external partners;

• Local area network maintenance;

• Administered IT asset inventory;

• Introduced and trained internal end-users about software usage;

• Served external distribution partners.

EDUCATION

University of Latvia

• Bachelor of Business Administration (BBA), Management of Business and Environment

COURSES

• Effective work in team (Course goal: Conduce improvement of team work efficiency) (2004)

• General Corporate Training: IPM (If's Project Management) (2004)

• Learning to succeed (Beautiful life inside and outside of me) (2006)

• Situational Leadership and Insurance Business Simulation (Good understanding of Non-life insurance

business in all main areas) (2008)

• Management and Leadership advanced level training program (2008)

• ITIL Foundation V2 (Good insight in all Service Support and Service Delivery Processes. ITIL Foundation

Certificate in IT Service Management) (2008)

• ITIL Foundation V3 (ITIL Foundation Certificate in IT Service Management) (2012)

• Leadership Development Program (Focus on people skills, self-awareness and communication, performance

coaching, motivation, teambuilding, conflict handling) (2013)

ACHIEVEMENTS

• Participation in “Work From Anywhere Day 2012” initiative driven by Microsoft. I was a participant on the

stage of public discussion on the topic of flexible work style.

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