Maksim Tarasevich
Service Improvement Manager
Brno
Summary
Open-minded and process-oriented professional committed to continuous improvement with a solid background in service management. Possesses a deep understanding of system design and process functionality, enabling effective analysis and enhancement of operational efficiencies. Dedicated to grasping the full picture before delving into specifics, ensuring a comprehensive approach to problem-solving. Currently holding Permanent Residence in the Czech Republic, ready to contribute valuable insights and expertise.
Overview
8
8
years of professional experience
Work History
Service Improvement Manager
Keyloop sro
07.2023 - Current
- Coordinated major incidents from the start till the resolution
- Performed proactive and reactive problem analysis of incoming P1, P2 and P3 incidents
- Analised tickets and identified critical areas, which require improvement
- Worked out improvement plan with the goal to permanently resolve issues
- Handled and coordinated escalations by working a mitigation plans of activities.
- By analyzing and finding cause repeating system and service interruptions, I worked out a number of proposals for the process improvements. This helped to improve the cross-team communication, reduce a number of repeating incidents and enhance client satisfaction.
- Skills: ITIL Foundation Centificate, ServiceNow, Salesforce
- Troubleshooting experience in Windows 7, 8, 10, IBM Lotus Notes, MS Office 365, Networks (VPN, LAN/WAN)
Service manager (Incident/Problem Manager)
Kyndryl Client Center, sro
06.2020 - 07.2023
- Performed Root-Cause Analysis of major incidents;
- Performed reactive and proactive management of IT problems;
- Identified and mitigated potential risks in the IT Infrastructure of the Client at server, network, storage, application layers;
- Ensured timely resolution of problems and issues, which were revealed during incidents;
- Active communication with internal and external teams across the company / organization, active communication with the Client on meetings in order to ensure a timely resolution and applying the preventative activities for the permanent fix of the issues;
- Hosted team meetings, calls and presenting results of teamwork to the higher management;
- Performed the incident trend analysis;
- Supported the coordination of major incidents;
- Supported the coordination / planning of changes
- Getting acquainted myself with the client's environment in details, very shortly I managed to reduce problem tickets backlog significantly by resolving lots of long running cases (20+). This contribution enabled the team to achieve the highest level of quality metric + customer satisfaction rate;
- I actively participated in the testing and deployment of an IT service management system, proposing a number of improvements, that increased efficiency and productivity (time saving about 5% of the team). Ran 4 workshops on the management system usage for different technical teams;
- Becoming familiar with internal change/incident processes, I proposed a significant number of improvements which were introduced and helped to reduce risks of SLA breach and number of escalated cases.
Customer service representative
IBM GTS Brno
02.2018 - 06.2020
- Technical support to end users via telephone / email / chats in German and English; handling of calls, tickets, escalations and incidents with high severity for 6 different accounts.
- Provided assistance and education to other help desk agents by shadowing and clarifying any questions regarding the supported accounts;
- Applied Call Handling Standards and Analyze Customer Technical Requirements;
- Ensured that all tickets are logged and assigned according to the account's procedures;
- Coordinated Severity 1 & 2 Incidents by engaging respective technical resources
- Experienced in troubleshooting Windows 7, 8, 10, IBM Lotus Notes, MS Office 365, networks (VPN, LAN/WAN)
- Skills: Customer Experience
- Communication
Education
Master - Linguistics
Technical university of Ukraine "Kive Polytechnic Institute''
ITIL 4 Foundation Certificate - undefined
Axelos
Skills
Change Management
Personal Information
- Gender: Male
- Work Permit: Czech
- Visa Status: Work permit: Czech
Timeline
Service Improvement Manager
Keyloop sro
07.2023 - Current
Service manager (Incident/Problem Manager)
Kyndryl Client Center, sro
06.2020 - 07.2023
Customer service representative
IBM GTS Brno
02.2018 - 06.2020
ITIL 4 Foundation Certificate - undefined
Axelos
Master - Linguistics
Technical university of Ukraine "Kive Polytechnic Institute''