Julia Lukina

Регистрация: 27.03.2023

Специализация: Senior Support Engineer

Agile ERP HTML Linux Python Scrum SQL ITIL

Портфолио

Akumatika

- Support and consult customers on functionality, issues, upgrades, etc. - Solving customers' issues. - Analysis customers' processes and collecting customers' requirements and business scenarios. - Analysis customers' data. - Writing technical descriptions, requirements and documentation, including external articles for customers and internal articles for engineers. - Finding and testing solutions. - Consulting customers on custom functionality topics, testing and other questions.

ING Bank (Eurasia) ZAO

IT department processes management: - change management (inc. demand management and deployment management), - configuration management, - lifecycle management, - incident management, - user access management. Risk management. Staff consulting. - Modernization of accounting system Diasoft Master Balance (Delphi script, MS SQL), identifying and eliminating risks, training new support engineers.

Company NEWCOM LLC

- Migration of web-site to new platform, modernization of the site. - Users support and training. - Hardware troubleshooting. - Replacement of supplies. - Development and modification of small applications for the company.

Скиллы

Active Directory

Analytical skills

Atlassian Confluence

Atlassian Jira

Change Management

Databases

ERP Systems

Information Technology

ITIL

MS Office

MS SharePoint

MS SQL

MS Visio

Problem Management

Process engineering

Process Management

SCCM

ServiceNow

System Analysis

System Center Configuration Manager

Опыт работы

Second Line Support Engineer

с 04.2021 - По настоящий момент |Akumatika

Feature engineer

04.2019 - 02.2021 |ING Bank (Eurasia) ZAO

Heard of IT Application Support department

06.2014 - 03.2019 |ING Bank (Eurasia) ZAO

- Unit management (10 persons). - Systems support and development. - Incident management. - Problem management. - Change management and Release management. - Test strategy. - Business continuity management. - Vendor management. - User access management.

Deputy head of IT Application Support

08.2012 - 05.2014 |ING Bank (Eurasia) ZAO

- Systems support and replacement of the unit head during her absence (10 persons). - Provided 2nd line of support of the Bank’s applications, e.g. internal document management and budgeting system Diasoft Master Balance, internet bank-client system BSS, document archive. - Documentum, internal portal SharePoint, etc. - Incident, problem and change management. - Implementation of new systems. - Preparation and testing DR site for Business Continuity Process. - Equipment inventory, system accounts inventory. - Created internal 2nd line support work instructions and procedures, support and monitoring procedures for 1st line of support, user manuals. - Trained business users on the Bank applications usage, colleagues from IT department on system support.

Business analyst / IT Application Support / IT Department

07.2011 - 07.2012 |ING Bank (Eurasia) ZAO

- Provided 2nd line of support of the Bank’s applications, e.g. internal document management and budgeting system Diasoft Master Balance, internet bank-client system BSS, document archive. - Documentum, internal portal SharePoint, etc. - Troubleshooting, incidents resolving for systems supported by the IT Application Support team. - Change management. - Vendor management. - Participation in systems implementation, an example – migration from MS System Management. - Server to MS System Center Configuration Manager. - MSI packages creation for software distribution on users’ desktops and servers. - Scheduling and manually distribution of software and patches on the users’ desktops via MS SCCM. - Scanning and fixing vulnerabilities on desktops using GFI LanGuard. - Creation support manuals and internal support procedures for the department and 1st line of support. - Training of newcomers.

Senior Officer / IT Service Desk / IT Department

02.2010 - 06.2011 |ING Bank (Eurasia) ZAO

- Support of the Bank technologies (1st line of support), troubleshooting, escalation of complex cases to 2nd line of support. - Active Directory administration. - MS System Management Server administration. - Creation of MSI packages. - Distribution of software and patches to workstation and servers (MS Windows OS; both main and DR site; about 800 PCs). - Organization and performance of software migration to new versions (planning and scheduling according best practices and local users’ necessity). - Organization of technical side of testing (including user testing) and implementation of new software. - Creation and modification of internal support procedures. - Scripting for internal needs (VBS, VBA, CMD, etc.), creation tasks for Automate. - User training for working with software (including use and creation of complex formulas in MS Excel).

Officer / IT Service Desk / IT Department

09.2008 - 01.2010 |ING Bank (Eurasia) ZAO

System administrator assistant / IT Department

02.2008 - 08.2008 |Company NEWCOM LLC

Head of IT Unit

07.2007 - 01.2008 |PromMetal LLC

- Organization of IT unit work (2 subordinates). - Organization of offices technical site (4 offices). - Purchase, assembly, installation, configuration of equipment. - Automation of users’ work (mostly logistic department). - Users training.

Engineer / IT Department

06.2006 - 06.2007 |PromTechService LLC (Subsidiary of PromMetal LLC)

- Automation of Logistics department work, development of companies’ own software and enhancement of existed software. - User training. - Subnet creation, user support, - Purchase, assembly, installation, configuration of equipment.

Engineer / IT Department

11.2005 - 05.2006 |AMI-Network LLC

- System infrastructure support. - Support and modernization of 1C system. - Systematization of data “1C: Trade and Warehouse”. - Technical support of field seminars. - Users support. - Support and modernization of the company’s web-site (http://www.aminetwork.ru) and the companies internal web-site.

System Administrator

04.2005 - 11.2005 |LLC Private security company "Agency of Safety and Security"Kmeti"

- Installation, configuration of user computers. - Procurement and timely repair of office equipment, - Purchase and replacement of supplies. - User support.

Образование

Cybernetics, Information Systems and Technology Engineer

По 2005

Russian Technological University Moscow Institute of Radio Engineering

Дополнительное образование

Python Tutorial course

По 01.2020

SoloLearn

C# Tutorial course

По 01.2020

SoloLearn

Data Science with Python

По 01.2020

SoloLearn

Языки

АнглийскийПродвинутыйРусскийРодной