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Resume from 3 March 2020

Analyst in Prague

I am looking for a job in Prague, willing to relocate, full time
Voronina Elena 33 years old, Moscow, Russia, higher education
+7 (900) 409-XX-XX

Work experience

IT Business Analyst
1 year Aug 2019 - Сurrent time
Canadian Gold-Mining Company, Russia, Magadan
1 year Aug 2019 - Сurrent time
 working with business-users and the development team to propose and develop technical solutions to business challenges;
 coordinating the software development lifecycle (SDLC);
 making recommendations using data to improve policies, procedures and processes;
 identifing and documenting existing business processes and workflows;
 collaborating, creating and documenting future business processes and workflows;
 preparing statements of work (TDS) and specifications to provide direction to developers;
 writing test-cases and UAT-plans for business-users;
 taking part in user acceptance testing (UAT) as a subject matter expert (SME);
 ensuring that the proper testing plans have been completed;
 creating product documentation and user manuals;
 defining and participating in the training delivery to end users;
 contributing to Change Management process improvement initiatives.
Regional Coordinator of IT processes
2 years 5 mo. Mar 2017 - Aug 2019
Canadian Gold-Mining Company, Russia, Magadan
2 years 5 mo. Mar 2017 - Aug 2019
Responsibilities on this position:
 keeping up with corporate Service Desk SLAs in Russian regions;
 developing and implementing of internal policies/procedures for the IT dept.;
 ensuring corporate regulations and policies are IT compliance;
 making purchase requisitions (JDE) for hardware and supplies, cooperating with the supply chain dept. to ensure that requisitions are proceed on time;
 making service requisitions (JDE), working with external vendors to keep IT service contracts up to date;
 mobile service management for corporate Russian regions from A to Z (contracting with local providers, administration of: SIM cards/mobile tariffs/expenses/restrictions, budgeting etc.);
 onboarding and supporting Android & Apple cell phones end-user;
 responsible for training, development, planning and execution for the IT region staff, including working with vendors to deliver the trainings;
 participating in testing of workflow and document flow system improvement as a SME;
Took part in implementation of global enhancement/change, like:
Service Now technical latest version upgrade, as well as custom optimization and local set up. Continues improvement and testing of the platform for the needs of business.
Achievements:
 Being in charge of corporate mobile service for 300+ users, managed to reduce monthly cell coverage fees more than 20%.
 Created and implemented SOP for 4 Russian IT departments, which helped to reduce time of incidents handling, sticking to higher SLA scores.
 Designed and implemented a local stocktaking database for IT hardware on K2 platform.
 Authored an internal onboarding "IT Fundamentals" training course for recent employees within Cyber Security corporate program.
 Authored and ran an "IT user satisfaction survey" for 200+ employees in Russia, worked with feedback to spot weak points in the service level.
JD Edwards Support Specialist Class 2
3 years Jun 2014 - Jun 2017
Canadian Gold-Mining Company, Russia, Magadan
3 years Jun 2014 - Jun 2017
Responsibilities on this position:
 end-user level 1 and 2 support: investigating and analyzing users’ complaints and application errors in order to resolve issues and increase workflow efficiency;
 incidents processing in Service Now CRM;
 delegating to the next levels of support if it is needed;
 knowledge database maintenance: started with knowledge DB in a simple common shared folder, soon moved to Share Point corporate portal with partly duplicated critical issues information into Service Now;
 providing summary/ status reports for business to update management on progress;
 maintaining close working relationship with other levels of support and developers;
 consulting users remotely using Teamviewer/ Cisco Jabber, as well as via email/ phone/ ServiceNow and direct support.
Participated in implementation of regional/global enhancements and changes, like:
 global change of CRM system: migration from OTRS to Service Now platform;
 JDE update from version 9.0 to 9.1, go-live of the release to users, educating sessions;
Achievements:
 Authored a version of learning session for 400+ users working in 6 different locations on rotational basis, within the project of regional technical upgrade to the latest version of ERP system.
JD Edwards Support Specialist Class 1
2 mo. Apr 2014 - Jun 2014
Canadian Gold-Mining Company, Russia, Magadan
2 mo. Apr 2014 - Jun 2014
Responsibilities on this position:
 end-user level 1 support;
 incidents processing;
 troubleshooting;
 consulting users remotely using Teamviewer/Cisco Jabber, as well as via email/ phone/OTRS.

Higher education

North-Eastern State University, Russia, Magadan
Education
4 years 9 mo. Sep 2004 - Jun 2009

Languages

English - fluent, German - intermediate, Czech - basic, Russian - fluent
Resume number: 2266 | views: 7
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