Armen Hakobjanyan

Analyze existing business processes that are already ongoing but need improvement and modernization for using them in frames of other mobile new services.
• Create the As Is process flow and based on the analysis of that flow propose the To Be flow with full reflection of changes and improvements that are suggested to be released.
• During the creation of the flows actively contacting stakeholders and every business unit that are involved in the process and might face changes.
• After visualization of flows in MS Visio, designing them in ARIS environment
• Creation of relevant process flow based on Use cases.

Technology: Atlassian Jira, MS Office, Visio, ARIS

“Single Window” project implementation for state Custom Services of Kyrgyzstan.
• Management of a project (scheduling, deadlines monitoring, reporting).
• Project's risks estimation.
• Improvement of the user experience, and design responsive web based friendly user-interface, with digital automation of documentation workflow.
• Leading a team of 3 team members.

Project management: Traditional waterfall
Technology: MS Office, MS Project

Improvement of cross-functional cooperation/collaboration based on Business Processes design and implementation
• Incident Management Implementation in company
• Service Desk unit creation (for fault management purposes based on ITIL)
• Change Management Implementation in company (with provision of full process policy and description and relevant board creation in Jira)
• Online documentation base creation and administration (more than 200 necessary regulating/supporting documentation)
• For Incident prioritization OLA/SLA creation
• Incidents solution time reduction – 40%
• Increase of support reaction – 30%

• Management of team with 7 team members.

Project Management: Scrum, Agile.
Technology: Atlassian Jira, MS Project, MS Office, Visio, ARIS

Organization and management of team and works of the department. Measurement, analysis and optimization of existing business processes.
• Implementation of ITIL processes in company with creation of necessary units for those processes support. Processes control and audit.
• Change management, incident and problem management implementation in company.
• Help Desk unit creation (for fault management purposes based on ITIL).
• Analytical reporting development and processing for Top Management
• For Incident prioritization OLA/SLA creation
• Incidents solution time reduction – 60%
• Increase of support reaction – 70%

• Management of team with 3 team members.

Project Management: Scrum, Agile.
Technology: Atlassian Jira, MS Office, MS Project, MS Visio, ARIS

• Head of monitoring & quality department in the biggest telecom operator in Armenia.
• Foundation and management of department team and works.
• Fault management implementation and control. Management of high priority mission and business critical Incidents on 24*7 basis. Incidents analysis and reporting.
• New technologies migration under monitoring.
• For Incident prioritization OLA/SLA creation.
• Incidents solution time reduction – 30%
• Increase of support reaction – 20%

• Management of team with 35 team members.

Project Management: Traditional waterfall.
Technology: ITSM HP, BMC Remedy HelpDesk, IBM NetCool, MS Office, MS Visio, HP OVO, Microsoft Project