Marina Alekseeva

Resume created on DoYouBuzz

Experiences

Configured the Middleware settings in CRM and ECC, Administration Console, Data Loads,
Configured the Web UI, Business Roles, PFCG Roles, Navigation Profile, Work Centers, Technical Profile, etc.
Involved in supporting business users during User Acceptance Test (UAT)
Provided troubleshooting support for CRM and Middleware errors in landscapes.

Providing guidance on SAP functionality
Gathering business requirements for prospects, accounts and contacts, activities, opportunities, groupware integration and sales pipeline reports
Configuring the Middleware settings in CRM and ECC, Administration Console, Data Loads, Middleware Enhancements
Training business users and post go-live support activities
Writing documentation.

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receiving incoming incidents/changes, record in call tickets and handle and track the resolution
delivering key performance indicators results (number of contacts, first contact closure, contact handle time, level of customer satisfaction index, etc.) that meet customer performance objectives
adhering to ITIL processes
acting as single point of contact for end-users for technical issues/requests
presenting complex technical information to a non-technical audience
educating and explaining product features and benefits as well as technical specifications
performing desk side support for all end-users

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Ernst & Young Global Limited

February 2012 to February 2013

Full-time

Moscow

Russia

installing and configuring computer hardware operating systems and applications;
monitoring and maintaining computer systems
talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
troubleshooting system problems and diagnosing and solving hardware/software faults
providing support, including procedural documentation and relevant reports
following diagrams and written instructions to repair a fault or set up a system
supporting the roll-out of new applications
prioritising and managing many open cases at one time
rapidly establishing a good working relationship with customers and other professionals; testing and evaluating new technology

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Leading the local process of end-user migration from Windows XP to Windows 7
managing client hardware refresh and upgrades in preparation for migration to Windows 7
migrating from Office 2007 to Office 2010 at the same time as Windows is updated
Controlling operating system migration, repackaging application installers for silent deployment

Education

Intensive German course

Faculty for Digital Systems and Technology
Specialist (5 years) degree programme
Programming Engineer

Skills

IT Specialist