Customer Service Manager

Tulakov Akylbek

Phone: +1-929-***-****

E-mail **.*****@*****.***

Date of birth: 30 November 1986

Marital status: Not married

Permanent Resident Authorization No Visa Required

PROFESSIONAL EXPERIENCE

17.12.2012 to present (2 years)

JSC «HSBC BANK KAZAKHSTAN» Almaty, Alfarabi Ave. Ritz Carlton tower

Job Position: IT Service Desk Supervisor

Principal Accountabilities: Key activities and decision making areas

Typical KPIs and Targets

Impact on the Business

Maintain local infrastructure to HSBC Group standards

Monitor IT requests from users

Developing of IT Helpdesk procedures

Supervise IT Helpdesk team

Monitor the solving of user requests and incidents

Provide assistance progress delivery of IT solutions in all branches

Developing of IT Services

Customers / Stakeholders

Timely delivery and repair of IT services and infrastructure

Run customer driven IT Helpdesk

Support internal customers with implementation - 800 users +

95% service availability

95% of implementations to SLA

Leadership & Teamwork

Participate in team-work and performance with high standards

Leading adequate training for IT Helpdesk team

Getting part in implement department succession plan

Participate in control of team-work

By cooperating with Head of IT Operation, develop and implement key practices and policies.

Operational Effectiveness & Control

Follow request priority

Take a part in implementation projects based on plans of these projects

Control planned maintenance of equipment

By adhering to all relevant processes/procedures and by liaising with Head of IT Operation.

KEY ACHIVEMENTS

CWD project leader - replacement of old equipment with a new one, migration of Windows XP to Windows 7, configuring all Client and Bank programs, replacement and re-registration of CISCO and Nortel IPphone systems. Objectives achieved at 100% from the planned.

Introduced new global UK project “My Solution Centre" – IT incident management system, which increased the quality of IT services by 60% via control of the escalated requests, including external services, tickets’ SLA, allowed to reduce the time to solve IT problems.

For 1 year, I have been acting the role of Supervisor of Helpdesk - managing IT Help Desk division activity and taking decisions within the framework of IT strategy and recommendations of the HSBC Group: purchase of equipment, budget planning, document coordination, for which I was highly appreciated by the leadership of the IT Department and the management of the Bank as a whole.

Awards: Alpha Awards 2014 winner in the nominations "The best proactive employee of the year"

At this point, I have successfully completed the first two phases of transition of HSBC into Halyk Bank.

HSBC Kazakhstan, Certificates:

2014, February Compliance and Reputational Risks

2014, September Information Security (Securing Information, Protecting Reputation)

2014, May – Project Management

2013, November HSBC Discovery Program – Business IT Performance

2013, June HSBC Discovery Program – Corporate Sustainability

2013, April Operational Risk

2013, March People and Communication skills

05.12.2009 - 10.09.2012 (3 years 2 months) Almaty

International Organization for Migration (Division of the United Nations)

Job Position: 1st Line IT Support Specialist

Technical Troubleshooting

Hardware Configurations

International Team Collaboration

Software Installs

LAN Connectivity

Problem Diagnosis

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Complaint Handling

KEY ACHIVEMENTS

Established the new IT infrastructure from scratch, from the creation of the estimates network circuit laying prior to installation and adjusting Linux FreeBSD server and Windows Server 2003. The project was closed down in the shortest possible time for 25 days.

Reduced costs of international negotiations by 40% convincing management to change standard telephony to digital VoIP and CISCO.

Lead "Immigration to Canada" project (site development) from its creation through outsourcing to maintenance. Awareness and attraction of new companies (clients) increased by 40%. More than 300 visitors per day, compared with the previous 50 per day.

TECHNOLOGY PROFICIENCIES

Software: Lotus Notes, Oracle, Bank Client applications, Office2010, SCCM Configuration Manager 2014

Browsers: Internet Explorer, Firefox.

Call-Tracking Tools: CISCO and Nortel IP Softphones

Hardware: PCs, Laptops, Black Berry, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Linux, Citrix.

EDUCATION & CREDENTIALS

Central Asian University

International Relations, 2008, Diploma

LLP Prime Tech Kazakhstan, Almaty

Completed audition “ITIL foundation” course, 2010

Completed audition “Microsoft Office Specialist” training (MOS), 2009

.

LANGUAGES

Kazakh (fluent), Russian (fluent), English (fluent)

RECOMMENDATION LETTERS

Upon request:

Elizabeth Hardy – Chief Operating Officer **************@****.***

Igor Ogibalov – Deputy Chief Techno-GY Officer, ****.********@****.**

Zhanna Shigayeva – Head of HR, ********@*****.***

Yerkin Makzhanov – IT Development Manager ******.*.*********@****.***

Contact this candidate