Ivan Petlichkov

• Provided valuable input during player evaluations, contributing to roster decisions based on performance metrics and potential growth opportunities.
• Achieved lifelong aspiration through proven work ethic, dedication and visualization.
• Developed strong communication skills within the team, fostering a positive atmosphere and promoting teamwork.
• Increased player retention rates by creating a supportive environment and addressing individual needs.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Improved customer retention with empathetic and efficient handling of support cases.
• Optimized use of support tools and resources to reduce waste and increase productivity.
• Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.

• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
• Used ticketing systems to manage and process support actions and requests.
• Created user accounts and assigned permissions.
• Tested new software and hardware prior to deployment.
• Monitored system performance to identify potential issues.

• Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
• Enhanced team performance by training new technicians on best practices and troubleshooting techniques.
• Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
• Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
• Resolve hardware-related technical service requests on multiple products in the Power server system environments.
• Provide remote technical support to clients and NetApp onsite technical personnel.
• Perform hardware problem determination, problem source identification, and develop action.
• Plans to resolve technical problems utilizing a range of tools, techniques, knowledge bases, and processes.
• Engage next level of support, recommend improvements to product quality or technical support tools, procedures, or processes.
• Contribute to high client satisfaction by meeting contractual obligations and customer expectations.
• Work together with Country Technical Support Teams, which provide client local language support in client communication.

• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Provided input to team lead regarding areas for process and procedural improvement.
• Wrote, reviewed and edited technical document in accordance with template requirements.
• Optimized engineering processes by implementing innovative solutions and streamlining workflow.
• Enhanced product performance by conducting thorough failure analysis and recommending improvements.
• Coordinating and version tracking of full-blown operating system upgrades.
• Working together with Country Technical Support Teams, which provide client local language support in client communication.
• Taking ownership of the process of maintaining boot images.
• Releasing management of software (mandatory or optional) and middleware.
• Coordinating and insight into the deployment of security patches.
• Providing customers with support for packaging requests.
• Incident management, troubleshooting, reporting, and root cause analysis.

• Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
• Resolve hardware-related technical service requests on multiple products in the Power server system environments.
• Provide remote technical support to clients and IBM onsite technical personnel.
• Perform hardware problem determination, problem source identification, and develop action.
• Plans to resolve technical problems utilizing a range of tools, techniques, knowledge bases, and processes.
• Engage next level of support, recommend improvements to product quality or technical support tools, procedures, or processes.
• Contribute to high client satisfaction by meeting contractual obligations and customer expectations.
• Work together with Country Technical Support Teams, which provide client local language support in client communication.

• Install, work in, and troubleshoot supported applications on all systems that run these products in order to assist Microsoft customers at all skill levels.
  
• Windows Platform: All Windows Server and Windows Client products. All Windows Server roles and features include Active Directory, DNS, DHCP, File Server, Hyper-V, and RDS.
• Good knowledge in terms of Clustering, Storage concepts (NAS, SAN, CSV), Networking (DNS, DHCP, trace analysis), Virtualization (Hyper-v), RDS, and log analysis.
  
• Good knowledge in DirectAccess implementation and troubleshooting.
  
• Knowledge in Core Analysis (Process crash and hangs, bugchecks, application crashes, debugging, dump analysis, root cause analysis),
  
• Basic Knowledge in hardware concepts such as RAID, storage, and hardware troubleshooting.
  
• Deep knowledge as well in terms of maintenance and repair of computer equipment, networking concepts (routing, switching, wiring, security, etc).
  
• Basic knowledge in cloud concepts (AWS, Azure).
  
• Basic knowledge in PowerShell.
  
• Strong problem-solving and critical thinking skills.
  
• Experienced in solving problems within complex infrastructures, and on cross-team and cross-product technical issues.
  
• Highly motivated to learn new technologies every day and also share my knowledge with my teammates.
  
• Windows Exchange and UC: Install and Manage an Exchange Server.

• Defined and identified test cases for new application development.
• Improved software quality by executing thorough test cases and identifying critical defects.
• Optimized test cases to maximize success of manual software testing.
• Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
• Carried out tests to identify, report and repair bugs and glitches.
• Increased efficiency within the QA team by implementing best practices for bug reporting and documentation, facilitating effective communication channels between team members.
• Assisted developers in reproducing reported issues, expediting their resolution and improving overall product quality.
• Collaborated with QA team to test software quality through manual and automated testing.
• Optimized test environments for more realistic and effective testing scenarios.

• Enhanced data accuracy by implementing efficient data validation processes and automating manual tasks.
• Reviewed and updated client correspondence files and database information to maintain accurate records.
• Maintained files, records, and chronologies of entry activities.
• Maintained open lines of communication with team members, fostering a collaborative environment that facilitated mutual learning and professional growth.
• Managed sensitive information responsibly, adhering to strict security protocols and maintaining confidentiality at all times.
• Led data migration projects to new platforms, ensuring zero data loss and minimal downtime.
• Improved team productivity with introduction of automated data processing tools.

• Maintenance of complex centralized and distributed computer systems (Windows XP PRO), over 200 Workstations including four Servers (Windows 2003), Account and Security Policy, Mail Account, Troubleshoot computer network, Software consultant.

• Experienced in software testing and project management, life cycles and quality processes, scope, cost, schedule, deliverables, change management, risk management.

• To lead the implementation of company policies, processes, and programs in the sphere of IT and Continuous Improvement Program for IT Services.
• Solving, escalating, and informing about all kinds of issues occurring.

• Promoting the implementation of the IT strategy throughout the business.

• Ensure all customer problems are attended to and corrected in a timely manner.

• Make change requests.

• Working with other members of IT, define appropriate processes and procedures, and Service Levels to meet their objectives. Provides technical equipment and technologies requested by the clients, required for the normal course of workflow.

• Plans and controls the IT infrastructure and architecture standardization. To undertake incident trend analysis and identify methods of improvement and prevention.

• Define and produce reports to the required standard, providing complete, exact, and timely information. Deliver continues service improvement to maximize customer satisfaction.

• To act as a member of the IT Department escalation and crisis management team.

• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Followed all company policies and procedures to deliver quality work.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.
• Increased efficiency by automating routine tasks with software solutions.
• Negotiated with suppliers to reduce material costs, improving profit margins.
• Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.

• Monitored partner performance and provided feedback on areas of improvement.
• Collaborated with colleagues and support staff to maximize team efficiency.
• Streamlined internal processes, fostering improved efficiency and productivity within the firm.
• Achieved successful client outcomes by identifying and addressing their unique needs and goals.

Maintenance of complex centralized and distributed computer systems (Windows NT, 2000,
XP PRO) over 100 Workstations including two Servers (Windows 2000, 2003), Account and
Security Policy, Mail Account, Troubleshoot computer network, Software consultant.

• Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
• Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
• Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
• Maintained knowledge of industry policies and procedures to set up and operate equipment safely.