Ilia Andreev

Led support processes for 10,000+ monthly requests and incidents across the entire IT department (~200 employees), chairing Problem Review Board (PRB) and Change Advisory Board (CAB) Managed a distributed 24/7 team including dispatch service, access management, ServiceDesk automation developers, and ITSM process analyst Designed and developed the ESM portal for IT, Finance, HR, Occupational Safety and other functions using SimpleOne (ServiceNow) Introduced service-oriented, SRE, and Blameless culture across IT support and operations Delivered key improvements: • Increased CSAT from 90% to 99.4% • Reduced MTTR by 30% and overall incidents by 22% • Improved First-Time Resolution (FTR) from 90% to 98% • Raised SLA compliance from 93% to 98.5% and response time by 40%

Built and maintained multi-data-center IT infrastructure (9 racks, 1,000+ virtual servers, ~1 PB of data) ensuring 99.9% SLA for critical services Designed and implemented Disaster Recovery (DRP/BCP), capacity management, and health monitoring processes from scratch Established comprehensive information security framework including policies, pentests, and protective documentation Managed engineering team of 17 specialists (servers, networks, storage, DBA, DevOps, InfoSec) Participated in major IT projects: Microsoft Dynamics 365, DWH/DL, and Manzana Online rollout

Ensured seamless transition of 200+ simultaneous IT projects into production and service operation Developed resource-service models, calculated operational costs, and created SLR/pre-SLA, RTO/RPO requirements Formed and scaled support teams, coordinated with stakeholders, and launched full ITSM processes for new services Conducted two major and several minor updates to the service onboarding methodology within one year Introduced new functional-role model and agreed cost-of-ownership methodology with the business

Delivered IT strategy and ensured 99.9% availability of IT services for 1,300 employees across 5 dealerships and head office Achieved 98% technical support SLA (target 95%) while handling ~3,000 tickets monthly Led implementation of Qlik, Power BI, CRM+1C integration, Skype for Business, and full ITSM (ITIL) processes Successfully launched three new dealerships from scratch Optimized OPEX budget by 30%

Built internal IT department from scratch, reducing IT costs by ~30% (moved from outsourcing to in-house) Designed and implemented fault-tolerant infrastructure: own data center with 100% VMware virtualization and Veeam backup Supported 300+ online users (100 stores + 2 offices), implemented HelpDesk system and SLA framework Cut number of vendors from 60 to 20 and migrated workstations to open-source software Delivered payment processing center integration (Western Union, Zolotaya Korona, Unistream) and fiscalization for 100 stores