Dmitriy Budkov

Background

About Dmitriy Budkov

Experienced IT Service Desk professional with a strong background in IT service management (ITSM) and ITIL best practices. Proven expertise in incident, problem, and change management, as well as end-user support and IT process optimization. Skilled in troubleshooting hardware, software, and network issues, ensuring seamless IT operations in multinational environments. Strong documentation skills and ability to improve IT workflows and knowledge bases using Knowledge-Centered Service (KCS) principles. Core Competencies- ITSM & ITIL: Experience in ITIL implementation, incident, problem, and change management- Knowledge-Centered Service (KCS): Knowledge management, implementation, documentation improvement, self-service enablement- Technical Support: Resolving hardware, software, and network issues; configuring and maintaining workstations- Service Desk Operations: Handling ticketing systems, prioritizing incidents, and escalating complex cases- User Support: Providing high-quality customer support, training users, and documenting solutions- Process Improvement: Creating and refining technical documentation, knowledge base articles, and standard operating procedures- System Administration: Basic administration of Windows Server environments, including WSUS, DHCP, IIS, and VPN- Collaboration Tools: Experience with email servers (IBM Lotus Notes, MS Exchange) and video conferencing systems (Polycom). Technical Skills- Operating Systems: Windows (98–11), Windows Server, macOS, Unix-based systems - Networking: Troubleshooting network issues, working with 3COM, CISCO, BayStack equipment - Software & Tools: ITSM platforms (ServiceNow, JIRA, etc.), remote support tools - Web & Database: Basic knowledge of Apache, HTML, CSS, MySQL, Python Soft Skills- Strong problem-solving and analytical abilities - Excellent communication and teamwork skills - Customer-oriented approach with a focus on efficiency and service quality