Alfred Nabiullin
@alfrednabiullin
IT Support / Infrastructure Engineer with 6+ years of experience in technical support, system administration, Service Desk
VietnamWhat I'm looking for
I've led Service Desk operations at Umbrellio and Samokat, building scalable support workflows, knowledge bases, and distributed teams. At Umbrellio, I improved first-response and average-resolution times by 50% and reduced unresolved-user backlog by 70%.
At Samokat, I built a 24/7 remote L1 support team of 15 specialists and led a Google Workspace-to-VK Cloud migration for 2,500+ users across three teams. I managed SLA compliance, critical incidents, onboarding, reporting, documentation, and cross-team coordination.
My technical foundation comes from L2 support and system administration for retail, office, and outsourced IT environments. At KORUS Consulting, I supported 65+ dark stores and offices, raised SLA from 91% to 96%, increased KPI from 4.3 to 4.9, and used Zabbix monitoring to reduce equipment downtime by 35%.
I enjoy helping people, improving processes, finding system gaps, and turning complex support work into clear, reliable operations. I'm open to remote work worldwide and project-based collaboration.
Experience
Work history, roles, and key accomplishments
Support Team Lead (Service Desk)
Umbrellio
Oct 2024 - May 2025 (7 months)
Managed a Service Desk team of 5 specialists, conducted a full audit of technical support workflows, and implemented optimized processes. Redesigned request intake and processing, achieving a 50% improvement in response and resolution times and reducing backlog by 70%.
Project Manager
Inclusive workshop Happiness to everyone
Feb 2024 - Oct 2024 (8 months)
Led the full launch of an inclusive social project from concept to operational execution, including team building, process design, and marketing. Managed the online store creation and social media strategy, ensuring stable workshop operations.
L1 Support Team Lead
Samokat (ООО Умное пространство)
Feb 2022 - Feb 2024 (2 years)
Managed a fully remote 24/7 L1 technical support team of 15 specialists, optimizing workflows and ensuring SLA compliance. Led a large-scale migration from Google Workspace to VK Cloud for 2,500+ users, coordinating 3 teams.
L2 Technical Support Engineer
KORUS Consulting
Dec 2020 - Feb 2022 (1 year 2 months)
Provided technical support for office staff and 65+ dark stores in Kazan, processing tickets in Jira Service Desk and creating documentation in Confluence. Implemented Zabbix monitoring, reducing equipment downtime by 35% and improving SLA from 91% to 96%.
Junior SysAdmin / L1 Support Engineer
itprovider (GL Company)
Dec 2018 - Nov 2020 (1 year 11 months)
Provided outsourced technical support for 75+ companies, including on-site visits, infrastructure audits, and remote support. Onboarded 30+ new clients and developed standardized processes and documentation standards.
Junior System Administrator
SK Tatflot
Sep 2017 - Dec 2017 (3 months)
Provided user technical support, diagnosed hardware issues, and administered domain accounts. Led a server room modernization project, including network mapping and equipment installation.
Education
Degrees, certifications, and relevant coursework
Excel Language School
Professional Development, English Language
2025 -
Professional development course in English language.
Kazan Innovative University named after V.G. Timiryasov
Bachelor, Business Informatics
Bachelor's degree in Business Informatics from Kazan Innovative University.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Alfred?
You can contact Alfred and 90k+ other talented remote workers on Himalayas.
Message AlfredGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
