Ilja Nedilko

• Led the end-to-end implementation and troubleshooting of EDI (Electronic Data Interchange) integrations, with a primary focus on Peppol, EDIFACT, and UBL standards, including integration with third-party systems such as SAP ERP and other platforms.
• Managed the complete configuration and troubleshooting of EDI workflows, ensuring accurate data exchange across all phases from procurement to invoicing, which streamlined business operations and enhanced transaction accuracy.
• Set up e-commerce punchout catalogs, enabling efficient and automated procurement processes for customers.
• Coordinated and executed EDI projects, facilitating communication between vendors and customers to ensure alignment and successful project completion.
• Oversaw change management for EDI projects, both internally and externally, to ensure smooth transitions.
• Developed and implemented workflows using Microsoft Power Platform, along with custom scripts in Python and PHP, to enhance EDI system functionality and automate routine processes, improving operational efficiency.
• Managed daily EDI operations, including incident management and resolution, while providing support to internal teams such as customer service, sales, and other business units.

• Maintained and managed an e-commerce platform (HCL Commerce).
• Handled catalog management, including publishing catalog items, image handling, product promotions, and marketing activities.
• Developed backend web integrations for the e-commerce platform using PHP, Python, SQL-based databases, and Azure PaaS (Platform as a Service).
• Troubleshot backend issues connected to the platform, which integrated with SAP ERP system.
• Provided business intelligence (sales performance KPI) and ad-hoc reporting support for internal stakeholders using Python frameworks, SQL-based databases, and Tableau.
• Managed technical incidents and coordinated with vendors to resolve platform-related issues, ensuring minimal impact on operations.

• Stepped in to assume technical responsibilities for a previous team member, ensuring the continuity of vital tasks and projects.
• Introduced structure and organization to the department, which had previously lacked an established framework.
• Overhauled and rewrote documentation, resulting in improved clarity and understanding for team members.
• Provided guidance and proposals on implementing efficient structures within software license management.
• Maintained a comprehensive list of custom applications, ensuring accurate records and easy access for the team.
• Coordinated software needs and requirements with business users to better align technology with organizational goals.
• Served as the primary contact with external vendors and providers for software purchases and licensing issues.
• Troubleshot and resolved software issues, including legacy applications with limited documentation.
• Developed custom tools and scripts using Python and PowerShell to enhance system capabilities and automate processes.

• Providing technical expertise for the design, integration and maintenance of IT solutions.
• Installation, configuration and maintenance of Microsoft Windows Server 2008/2012/2016 in a multi-customer datacenter environment.
• Installation, configuration and maintenance of Microsoft Exchange Server and Microsoft Lync/Skype for Business Server for several enterprise customers.
• Pre-sale technical advisory for new customers and/or changes to existing service delivery.
• Web development and promotion of self-created applications (ordering portal; change management portal; other internal tools).
• Installation, maintenance, configuration of backup systems (primarily based on CommVault).
• Configuration, administration, technical advisory of cloud services (Microsoft Azure, Microsoft 365, Office 365).
• Installation, configuration and maintenance of single sign-on integrations using Microsoft ADFS (Active Directory Federation Services).
• Installation, configuration and maintenance of Linux-based infrastructure services.
• Systems maintenance, integration and development using PowerShell, HTML/CSS, JavaScript, PHP, MySQL.
• Troubleshooting and maintenance of system integrations, 3rd party applications, legacy systems, e-mail archiving solutions.
• 3rd line support incident/escalation management.
• Active participation in transition and transformation projects.
• Cooperation with the ITSM team, development or change of existing internal change/problem/incident management flows.

• Providing high quality customer service & technical support to enterprise customers via phone and e-mail, in both Swedish & English languages.
• Analyzing end-users issues and trying to solve them on first contact, otherwise act as SPOC (Single Point of Contact) and forward the issue as per procedures to another department(s).
• Working with Active Directory (AD) and administrating Windows Server 2003 & 2008 and Exchange Server 2007 & 2010.
• PowerShell & AD scripting.
• Monitoring on-going cases, provide updates to the end-user as quickly as possible.
• Monitoring & analyzing team’s results and provide feedback accordingly.
• Maintaining a Sharepoint-based knowledge base.
• Monitor & improve customer satisfaction, SLA and KPI targets.
• Participate in task force meetings in case of major incident, as well as weekly chief advisory board and monthly service delivery meetings with the customer(s).
• Provide training and support to new employees.

• Providing high quality customer service & technical support to enterprise customers via phone and e-mail, in both Swedish & English languages.
• Analyzing end-users issues and trying to solve them on first contact, otherwise act as SPOC (Single Point of Contact) and forward the issue as per procedures to another department(s).
• Working with Active Directory (AD) and administrating Windows Server 2003 & 2008 and Exchange Server 2007 & 2010.
• PowerShell & AD scripting.
• Monitoring on-going cases, provide updates to the end-user as quickly as possible.
• Monitoring & analyzing team’s results and provide feedback accordingly.
• Maintaining a Sharepoint-based knowledge base.
• Monitor & improve customer satisfaction, SLA and KPI targets.
• Participate in task force meetings in case of major incident, as well as weekly chief advisory board and monthly service delivery meetings with the customer(s).
• Provide training and support to new employees.

During my time at Arvato, I worked with two different projects; Microsoft End User Fulfillment & ASUS. Main responsibilities/tasks were:

• Delivering high quality customer service to customers by phone and e-mail in English, Swedish and Russian; handle their inquiries regarding software replacement, order status, general marketing inquires and complaints.
• Troubleshooting customers issues with different products (notebooks, routers, PDAs, etc.) in Swedish and English languages, over the phone and by e-mail.

• Troubleshooting customers technical issues with their GPS devices (handheld, mobile software, PC suite, etc.) in Swedish, English and Russian, over the phone and by e-mail.
• Managing cases using a Customer Relationship Management system; MS Dynamics CRM.
• Escalating issues as needed and maintained communication with customer and technical teams (Tier II).
• Contributing to the knowledge base by adding useful hints & tips, customer feedback, screenshots, update existing procedures, etc.

• Designing, implementing and maintaining a web chat using HTML/CSS, PHP, JavaScript, MySQL and AJAX (asynchronous communication between server and end-user).
• Implementing functionality including: automatic flood and spam protection, curse word protection, hierarchical user privileges, reporting and mass account management, as well as coordinating efforts of a web designer and chat support operators.
• Tracking users complaints and suggestions through live chat, e-mail and a bulletin (forum).
• Promoting the website using banner exchange networks, search engines, link catalogs and sold banner ad-space.