▾
Experience
Service Delivery Specialist - 01/2014 – Nowadays, BP – Tbilisi - Georgia
* Support service delivery management and the service governance and reporting process through collection and collating operational performance data for service levels and KPIs and translating it in to business information to inform and guide decision making.
* Analyze trends and anomalies, identifying areas of performance improvement.
Head of IT Consulting - 05/2012 – Nowadays, UGT – Tbilisi - Georgia
* Conduct Consulting and Audit projects for commercial or public sector organizations.
* Information Security, IT Service Management, audit of ICT infrastructure, etc.
* Negotiation of project scope, budget and deliverables.
* Schedule and conduct auditing or consulting work.
* Delivering final report and other documentations and making management presentation.
* Projects – IT Service Continuity process audit; ITSM audit; ICT infrastructure audit; Implementation of ITIL core process.
Owner - 10/2012 – Nowadays, Cyberia Service - Tbilisi, Georgia
* Desktop applications, web development, mobile applications.
Lecturer and Trainer - 01/2009 – Nowadays, Management Academy / IT Knowledge / Caucasus University - Tbilisi, Georgia
* Caucasus University, Caucasus School of Technology –Fundamentals of Information Systems and Introduction to ITSM for Magistrates.
* IT Knowledge – ITIL v3 Foundation course.
* Management Academy – IT Management course, IT Operations Management.
Head of IT Operations - 01/2010 – 05/2012, TBC BANK – Tbilisi, Georgia
* Deliver the services at agreed levels of availability, capacity and continuity.
* Controlling and planning annual goals, communication with senior management and suppliers.
* Budgeting and ensuring to be a cost effective in purchase process also in operating of existing services.
* Planning and controlling annual goals/objectives for department and staff (three teams, Server & Storage management, Network and Communications and Data base administration).
* 90% of service are documented (service description, installation and configuration, failover and restore); IT infrastructure capacity plan established; Disruption of services decreased by 80% (change management process); No SLA breaches during 8 months; Redesign of Datacenters according to TIA-942.
Head of customer Service - 03/2009 – 01/2010, TBC BANK – Tbilisi, Georgia
* Manage the division (1st and 2nd levels of support) supporting more than 2500 employs.
* Agree Service Catalogue and SLAs.
* Planning the strategy of Customer Service, managing and controlling the budget.
* Decrease the incident resolution time by 11%; Increase the customer satisfaction to 92%.
Project Manager/Head of IT Service Desk - 10/2007 – 03/2009, TBC BANK – Tbilisi, Georgia
* Design a Service Desk and make presentation with business justification.
* Build a Service Desk in accordance with ITIL (IT Infrastructure Library).
* Staffed a Service Desk, managed a service desk team.
* Communicate with business and make reports for management.
Application support specialist - 03/2007 - 09/2007, MARS IS - Haguenau, France
* Supported local applications (in-house) on European sites of MARS Inc.
* Delivered the System Map (Infrastructure and application landscape).
* Establish a TOR for tool to manage and update System Map.
* Measured and made recommendations on improvement of applications’ performance, end to end performance.
Programmer (Intern) - 2005/2006, LGI2P (Ecole des Mines d’Alès)/Solis System SARL – Nîmes, France
* Gathering information about system functionality, documenting.
* Making analytical work to analyzing customer requirements.
* Developing the system (using JAVA programing language and related technologies).
Education
* Master of IT Management,
Institute EERIE of EMA (Ecole des Mines d’Alès). BAC+6,
2007 - France
* Bachelor of Information Technology,
Versailles Saint-Quentin-en-Yvelines University/French Institute of Information Technology,
2005 - France/Georgia
* Masters in Management,
Georgian Technical University,
2005 – Georgia
Certification
* ITIL Expert in IT Service Management (ITIL v3),
2010 – EXIN
* Lead Implementer ISO 27001:2005,
2012 – BSI
* Lead Auditor ISO 27001:2005,
2012 – BSI
* Lead Implementer ISO/IEC 22301,
2012 – BSI
* IT Service Manager's Certificate in IT Service Management (ITIL v2),
2009 – EXIN
* Foundation Certificate in IT Service Management (ITIL v2),
2007 – EXIN
* Accredited Trainer - ITIL v3 Foundation,
2013 – EXIN