Brno Metropolitan Area
With a well rounded work history of Management, Leadership, Admin, IT work with customer service experience and utilising my scientific and analytical skills with great attention to important details have found problem solving and problem recognition as second nature. As an enthusiastic and motivated person have always adapted to any position rapidly and been fast to make contributions to assist in any company’s development. Have supervised staff on numerous occasions. Looking for new exciting challenges.
Handling around 80 Centrally Managed IT Application/Services for European region. Ensure financial accountability and Service Quality. Incorporating Consumption reporting for clear visibility of costs. Supporting teams and managers for the services. Working closely with Service Now for all our needs.
Global Implementation of Security Layers and Supported Services Maintaining High Service levels.
Supporting Security Management Globally for the IT Infrastructure. - Primary support for Vulnerability Management team of Security SMEs. - Supporting role as Development SPOC for Global Security Tool - Extensive Customer support ensuring FAQs are maintained and processes enhanced.via Global SOPs. - Handling Global communications for Security initiatives and minimalizing any impact where ever possible - Supporting CMDB Management processes and data quality.
Leading team of 10-15 Service Managers. HR duties. Maintaining and improving adherence to agreed Service Levels consistently. Driving new business opportunities.. Driving process adherence and continual service improvements. Leadership during tool transitions for our customer. Designing new front end customer facing FAQ pages and content. Maintaining,validating and renewing all existing Working Instructions in rapidly dynamic customer environment. Extensive customer support. Nurturing and developing our individual team members.
Subject Matter Expert now responsible to lead process updates for the 7 other Service managers within our RF team. Same responsibilites as previous role plus. Additional responsibilities: · Deep dive investigation into order processing issues · Capturing lesson learnt on new projects or infrastructure projects · Cross team collaboration to resolve environmental difficulties · Communication/Engagement to Service Line Owners when necessary for server provisioining issues. · Providing input to the Process Implementation team · Resolving BAU roadblocks · Creation of Problem and Known Error tickets to track ongoing repeating issues. · Creation of daily reports for use internally for OI DO queues. · Creation of Daily Reports for Overview of all Open Tasks in all Orders under RF team responsibility · Creation of Daily OLA target report and follow up actions to maintain high levels/standards of all orders to meet agreed OLA · Capturing misalignment of SLA and OLA for individual Service Lines to RF team or vendors and vica versa.
Responsible for ensuring that the Infrastructure orders placed are aligned with business needs, processed, monitored/tracked until delivery to the customer. Responsible for ensuring all Infrastructure services are delivered in accordance with agreed Service Level Agreements and agreed upon project plans. Responsible for the liaison between the chosen vendors (internal &/or external), the technical and operations service teams, the relevant country organizations and customer to ensure successful delivery of hardware & services. Responsible for the accuracy of operational reporting (financial, performance, service) in front-end tools relevant to the service delivered. Is the SPOC for the business and ensures to provide support appropriately.
Managing new requests for service for multiple customers. Varying from Basic to Medium to Complex projects. Projects on new server builds, network WAN connection terminations to Data Center migration. Ensuring scheduling of projects and cost adherred to. Raise issues for risk.
IBM- Change Manager for Global countries. Responsible for process 280 changes a month. Absorbing workload from SDMs- Service Delivery manager taking end to end responsibility for change process. Emergency and Change Advisory Board meetings per country weekly. Subject Matter Expert/Focal Point for new Trilogy ABB Project involved in development and design of new change management processes. July 2015 – present.
Change Manager for Benelux, France, Finland, Great Britain/Ireland and Spain/Portugal. Responsible for process 280 changes a month. Absorbing workload from SDMs- Service Delivery manager taking end to end responsibility for change process. Emergency and Change Advisory Board meetings per country weekly. Setting up best processes for Software Distribution Team responsible for security updates Globally
Labelling and providing storage for parts, inventory of stock. Receiving and dispatching stock to customers worldwide and organising transportation.