Personal competence

       Over the last 5 years I am working as IT-executive in regional management team, been a counterpart for SSU top management in order to understand business needs and bring them in line with global IT strategy and ensure that they are priorities and implemented within IT roadmap. My past 11 years experience include both a successful management and practical involvement in several corporate projects on various MIS systems implementation (like ERP, CRM, etc), including industry specific integration and operational support for different enterprises. I have a good experience in heterogeneous DBMS design, integration and support. I also took part in construction of corporate information systems, from infrastructure audit till operation support. I gained professional knowledge in project management, mathematics and programming. During last year I am working on IT Service Management implementation as well as on other global IT projects.

Practical business experience

04.2003 - till now. Heidelberger Druckmaschinen. Regional IT Manager.

       Functional Description: Being Regional IT Manager I am in charge for global IT infrastructure and corporate business applications support within IT Eastern Europe region. Region includes following Eastern European countries: Afghanistan, Albania, Armenia, Austria, Azerbaijan, Belarus, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Georgia, Hungary, Kazakhstan, Kirgizstan, Latvia, Lithuania, Macedonia, Moldova, Mongolia, Montenegro, Poland, Romania, Russian Federation, Serbia, Slovakia, Slovenia, Tadzhikistan, Turkey, Turkmenistan, Ukraine, and Uzbekistan. Overall about 1000 employees in 32 countries and 47 office locations.

Key responsibilities and functions within region include:

• IT Executive management and IT Service manager functions within region.
• Supervisor function for directly reporting staff (21 people in infrastructure and applications teams).
• Implementation of IT Service Support processes in daily work of IT organization including: Incident, Configuration, Change, Problem and Release management.
• Acting as IT Service Level manager and defining service catalogue, SLRs, SLAs, OLAs for IT services according business objectives and requirements.
• Providing IT Finance management and performing regular IT AOP OPEX, CAPEX budgeting planning with RFC review thru FY and as is cost reporting for whole region. Performing different cost saving activities in order to reduce IT and business costs.
• Control and monitoring of IT Procurement, suppliers and contract management. Hardware and applications lifecycle management.
• Defining objectives and requirements for IT Service Delivery (Capacity, Availability, IT Service Continuity) and Security processes within region.
• Support of local and regional infrastructure, applications and planning consolidation and integration to global IT services.
• Development of shared IT services and cross-country utilization of IT-staff.

Key IT Infrastructure areas include:

• Client computers (laptops, desktops, monitors), about 1000 users.
• Client phones (mobiles, PDAs, desktops phones, cordless phones, IP phones), about 1000 users.
• IO devices (faxes, printers, scanners, multifunctional), about 150 devices.
• Servers, Racks, and Server room management, about 70 servers.
• Backup devices, about 20 systems.
• Network equipment (Routers, Switches, Hub, Wi-Fi Access points), about 100 systems.
• Telephony PBX systems, about 20 systems.
• Software management.
• Main infrastructure standards and partners: Microsoft, HP, Dell, Cisco, AT&T and Goldentelecom, Siemens, Vodaphone & MTS.

Key IT Applications areas include:

• ERP systems (SAP, iScala, 1C), about 200 users.
• CRM systems (SalesLogix, salesforce.com, MS CRM), about 300 users.
• Reporting systems (QlikView, Crystal Reports), about 500 users.
• Service systems (mService, Techtool), about 200 users.
• Set of different local applications (accounting, payrolls, HR, etc). 

06.1997 - 04.2003. Previous experience: Head of IT and Project manager in different consulting companies: Sputnik Labs, ACT group; also scientific adviser at 4 Central Scientifically Research Institutes in Ministry of Defense. 

      Main Specializations: Customers and employees support department creation and management. Customer care programs elaboration: hotline and onsite service, training, technical and business support. Design and implementing of daily customer care process. Product management and support for products: IT infrastructure support, CRM support, ERP support, IT outsourcing, hosting etc. Project management and consulting during ERP and CRM systems implementation, industry customization development and support for customers. Quality control program creation.

Reports, teaching, articles

2001-2004

• SalesLogix for End-Users: Special course for Heidelberg (3 rounds track for 300 users).
• Inside SalesLogix (implementation and customization):
  • Special course for Heidelberg IT department.
  • Special program for Sputnik Labs partners.
• Administering Siebel 6.2.3: Three-day course for DON-stroy construction company.
• Administering SalesLogix 5.2:
  • Three-day course for Computerra publishing house.
  • Five-day course for Comstar telecommunications company.
  • Three-day course for Bank of Foreign Trade.
• Introduction SalesLogix Support: Two-day course for Comstar telecommunications.
• SalesLogix for Administrators and Users: Three-day course for Heidelberg Digital.
• Administering, designing and implementing SalesLogix as Sales Information System: Three-day course for IKO company (construction and mining equipment).
• Report at the Vedomosti newspaper seminar: "The Master-class: Tools of effective management. Subject: "SalesLogix for Marketing - marketing company from the project up to the analysis."

Done projects

2003-2008 Project management within Heidelberger Druckmaschinen.

• CRM - SalesLogix. CRM system implementation (SalesLogix) in 17countries (300 end-users). Implementation includes industry specific customization, user and IT-staff education, historical data migration and integration with ERP Scala.
• ERP - Scala Template. Consolidation of 17 standalone local Scala systems to one regional. Development of standard functional template for all units including local specifications. Reducing maintenance cost.
• HC - Heidelberg Client. 1000 client computers migration from Windows XP to Windows Vista.
• IO Consolidation. Consolidation of 300 (different models and vendors) IO devices (multifunctional, printers, faxes, copiers, scanners) to 150 HP & Canon devices. Keeping same amount of printed pages and reducing costs.
• HS - Heidelberg Server. 100 servers migration from Windows NT and 2000 to Windows 2003 Server.
• PBX - HiPath. Migration of 20 (different models and vendors) PBX systems to Siemens HiPath.
• WAN/LAN - Cisco. Migration about 100 (different models and vendors) network equipment (Routers, Switches, Hub, Wi-Fi Access points) to Cisco devices.
• WAN - ISP. Consolidation of 20 different ISP providers in CIS to one with better performance and less cost.

1997-2003 Project management for Sputnik Labs, ACT Group and  4th Central Scientifically Research Institute’s  customers.

       Overall about 20 projects of different ERP and CRM system implementations (Siebel, SalesLogix, Platinum SQL NT, Scala, 1C), network infrastructure and database model designs in different roles as project manager, technical adviser, system analyst, engineer, administrator, developer and trainer. Main specializations: Implementation of systems with different industry customizations (media, bank, retail, etc) and integration to other systems (bank systems, billing systems, third party DBMS, etc). Design of system requirements and specifications. Education of users and IT-staff. Also acting as crisis manager for retail web portals: www.ntv.ru, www.ntvplus.com, development and implementation of high scalability network and hardware infrastructure for 60000 visitors a day. Plus corporate intranet elaboration and integration in corporate information system as documents workflow system and corporate knowledge base.

Technical experience

• Operating systems: Microsoft Windows Family 3.x-2007 (10 years). Dos (5 year).
• Database systems: Microsoft SQL Server (10 years), Microsoft Access (4 years), Oracle (1 year), Interbase (1 year), Informix (1 year).
• Integration systems: Microsoft BizTalk Server 2000 (1 year), Scribe Integrate (1 year).
• Development, designing, reporting systems: Borland Delphi (2 years), Microsoft Visual Studio (2 years), CASE Rational Rose 2001 (1 year), Vignette (6 month), ER-WIN (1 year), Microsoft Visio (1 year), Seagate Crystal Reports (5 years), Actuate Report (1 year), QlikView (5 years).
• CRM, ERP systems: SalesLogix (7 years), Siebel (1 year), ABS Aphina (6 month), 1C (6 month), Platinum SQL NT (2 year), Concorde XAL (1 year), iScala (5 years), SAP (1 year).
• Hardware: Toshiba, Dell, HP, Cisco, 3Com, Panasonic, Siemens, Canon.

Memberships

• Project manager of Russian CRMguru.ru. CRM Expertise in Russia.
  CRM-experts community and practical knowledge base. http://www.crmguru.ru/
• Member of World Community Grid. http://www.worldcommunitygrid.org/
• Member of LinkedIn - http://www.linkedin.com/in/denisuglich
• Member of E-xecutive - http://www.e-xecutive.ru/

Degree & certification

• 2008. ITIL. Manager's Certificate in IT Service Management.
• 2008. ITIL. Foundation Certificate in IT Service Management.
• 2001. SalesLogix Enterprise Certification pre-test and course successfully passed.
• 2000. Microsoft Certified Professional:
  • 70-215 - Installing, Configuring and Administering Microsoft Windows 2000 Server
  • 70-029 - Designing and Implementing Databases with Microsoft SQL Server 7.0
  • 70-028 - Administering Microsoft SQL Server 7.0
• 1998. Russian Doctor of Science pre-exam.
  • Successfully passed pre-exam for Russian Doctor’s degree.
  • Technical Science (Mathematics and programming).
• 1993-1997. Russian Engineer. Higher education diploma.
  • External degree (done pesonally in 4 years instead of 5) from Rostov Military Institute of the Rocket Strategic Troops.
  • Subject area: Mathematical both software of a Management Information System and computer facilities.
  • Degree: Diploma Engineer (Mathematician – programmer).
  • Diploma with distinction. Grade: 5.0.

Courses, seminars, conferences

• 2008. Serview Courses:
  • Service Manager Certificate in ITIL:
    Service Desk, Incident Management, Problem Management, Configuration Management, Change Management, Service Level Management, Release Management, Financial Management for IT-Services, Availability Management, Capacity Management, IT Service Continuity Management, Security Management.
• Russian CRM Congress 2004
• Russian Conference "CIO World” 2002
• 2000. Interface Course:
  • Modeling of a data domain and requests to program systems with use CASE Rational Rose 2001
• 2000. Microsoft Courses:
  • M2379: Developing and Deploying Microsoft BizTalk Server 2000 Solutions
  • M1517: Principles of Infrastructure Development
  • M1516: Principles of Application Development
  • 2073A: Programming a Microsoft SQL Server 2000 Database
• Learn2.com Course:
  • SalesLogix 2000 Support Systems Administrators
• Microsoft DevDays 2000 Conference: Architecture .NET

Language skills

• Russian: native speaker
• English: fluent
• German: beginner