Jevgenij G.

Own internal IT engineering and service operations across asset lifecycle, device governance, support workflows, and admin tooling in a global multi-site environment. Built GLPI and API-based tooling to audit assets, inspect platform configuration, search devices by serial, and improve inventory and reporting accuracy. Developed Microsoft Graph and Intune diagnostics to validate access scopes, inspect device-management script state, troubleshoot permission gaps, and support safe rollout decisions. Delivered read-only discovery and controlled remediation workflows for Lenovo and Surface BIOS/UEFI posture, with model-aware logic, safety guardrails, and summary reporting for pilot groups. Produced Power BI/Fabric backend audit helpers and Jira-based offboarding and license-control reports to cross-check tickets, device state, and platform access during employee lifecycle tasks.

Delivered automation and integration work across support, sales-ops, and customer-response workflows, combining low-code orchestration with custom Python and Node services where packaged tools were not enough. Built end-to-end Marketplace lead and chat handling pipelines with Selenium collection/responders, Make.com orchestration, webhook delivery, ClickUp handoff, deduplication, retries/backoff, and operational alerting. Implemented Zendesk automations for classification, routing, tag and priority flows, SLA reminders, exports, and Slack or email handoffs to reduce manual queue work. Used lightweight Flask services, secure webhooks, HMAC signing, scheduling, and state tracking to coordinate async responses between automation layers and human teams.

Incident Management: Provided 2nd level technical support, monitoring, and major incident management for enterprise clients globally. Troubleshooting: Investigated and resolved complex incidents in networks, front-end applications, API connections, FTP, databases, and middleware. Log Analysis: Analyzed system log files to identify errors and performed SQL queries for data extraction and troubleshooting. Tool Utilization: Utilized SPLUNK, XMing, and Zendesk for alerting, logging, and ticket management. Collaboration: Worked with management, senior team members, Level 3 Support Teams, Duty Managers, and 3rd Party Partners to resolve issues efficiently. Automation: Developed automation solutions using APIs, Splunk, Zendesk, and Google Script to streamline processes.

Support: Provided support for wireless networking and general IT infrastructure. Troubleshooting: Handled day-to-day troubleshooting of software and systems, and supported mobile devices. Incident Management: Managed and resolved incidents, extensively using ServiceNow for incident and change management. Network Management: Proficient in Cisco and Aruba CLI for managing and troubleshooting network issues.

Acted as the first point of contact for accommodation partners via phone and email. Resolved partner queries related to rooms, rates, availability, and extranet tooling. Maintained service quality, escalated appropriately, supported peer learning, and contributed to new tests and projects.

Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate e.t.c Consult with other functional areas to provide technical expertise on the area of specialization by acting as a reference on technology, trends and processes related to own area Responsible for incident management monthly maintenance, state of health monitoring, and SLA maintenance Perform incident management role for outages; communicate to clients during service outages Keep current with industry and/or business trends Experience supporting mobile devices (iPad, Android, Tablets) Day-to-day troubleshooting of different software and systems (Microso, Citrix, Vmware, accountancy programs) . TCP/IP, DNS, and client-side connectivity troubleshooting. Supporting current Microso Office Suite (2010, 2013, 2016/Office 365).

Perform incident management role for outages; communicate to clients during service outages Keep current with industry and/or business trends Experience supporting mobile devices (iPad, Android, Tablets) Day-to-day troubleshooting of different software and systems (Microso, Citrix, Vmware)

Handled incident management and client communication during outages. Provided end-user technical support across enterprise systems and devices. Prioritized and escalated issues to keep service disruption under control.