Chief operating officer

(part time - discontinued due to the war)

• Assembled a team of consults, using my reputation only.

• Represented the company at public events and engaged with industry leaders.

• Identified potential clients and initiated negotiations, including discussions with the UA IT Association.

• Nearly secured the first client—finalizing scope and pricing—before operations were disrupted.

• Designed and implemented team KPIs.

• Fostered teamwork culture, reducing staff turnover by ~70%, and increasing morale.

• Established Quality Assurance workflows, cutting errors by ~50%.

• Established a streamlined interview, training, and onboarding process for internal promotions, transitioning from trainer-led sessions to self-preparation, cutting hiring time from 2–3 months to 2 weeks.

• Implemented a continuous improvement process (4 Disciplines of Execution), reducing request wait times by 200% and improving overall service quality.

• Initiated and led the development of a support bot and utilities, automating 50-70% of Tier 1 requests and cutting staff workload in half.

• Strengthened interdepartmental relationships, reducing conflicts by ~80% and fostering a more rational resolution approach.

• Led the VPS/dedicated server plan redesign, aligning it with ITIL request types to improve service efficiency.

• Mentored and grew the successor for my position.

• Designed and developed Services Portfolio and SLAs from scratch, preparing them for sales, resulting in a 5-7% increase in new contracts and a 20-30% reduction in quality claims with existing clients.

• Implemented ITILv2 processes, establishing a foundation for continuous improvements.

• Transformed team culture, boosting morale and shifting the mindset to a business-oriented approach, turning a disorganized group into a cohesive team.

• Improved client perceptions, reducing negative feedback from 5-7 negative reviews to 1-5 positive ones weekly, with additional positive testimonials.

• Guided pre-sales, sales, negotiations, and hiring processes to align with business objectives.

• Managed the company's cash flow, payroll, and scheduling to ensure operational efficiency.

• Increased profit through consistent upselling to existing clients over several years.

• Took over a large and angry client who was prejudiced against the company. Handled negotiation, planned, organized, and controlled handover of 200+ servers. Made the client a loyal one.

• Delivered key projects, like billing platform migrations for ~20k users and various smaller infrastructure migrations.

• Managed and worked with diverse teams, enhancing communication and problem-solving.

• Contributed to pre-sales and sales processes, driving successful deals and revenue growth.

• Led organizational changes and client projects using PRINCE2 and DSDM, ensuring efficient execution and stakeholder alignment.

System Administration/SRE, Team leadership