Slovakia
Enthusiastic, result-oriented and dedicated IT Technical Support Engineer, who is always eager to run an extra mile for the team and customers and add extra value to their experience. Tech-savvy and analytical problem-solver, who is able to operate effectively in a challenging and fast-changing environment. Being well organized, meticulous, and having strong sense for prioritization help me to manage my business day efficiently.
Application support – functional and technical support (FrontEnd + BackEnd + all mobile platforms). - Incident, Request, Change and Problem management as per ITIL best practices. - Direct communication with customers and collaboration with internal stakeholders (service desk, business consultants, project managers and development team). - Analyzing & resolving reported incidents in required quality and agreed SLA. - Providing timely and accurate updates in IT ticket systems Jira, ServiceNow & AutoTask. - Ensuring that all resolutions and customer details are clearly documented in Confluence. - Establishing and maintaining strong relationships across teams and with clients. - Providing guidance, mentoring and in-depth knowledge of core applications for complex troubleshooting to all team members. - Risk management & coordination of high priority topics/high risk escalations - Organizing and leading periodical Health-check meetings with customers in order to monitor and measure service satisfaction levels. Database management (MS SQL Server, create, backup, restore, upgrade, maintain, migration, security, SQL server agent, SQL optimizations, activity monitor). Deployments execution (different approaches - on-premise, hosted, SaaS). DevOps - Co-creating Release management in CI/CD DevOps tools (Azure + Octopus). Azure MS servers (active directory, DNS, PowerShell, performance, application security). Azure reporting, storage & integration (PowerBI, Storage Explorer, Logic Apps & Functions). Project management 1. Collaboration on the biggest REDSD implementation (Nestlé USA) and coordination of people and resources from Support Operations team. 2. Collaboration and Support coordination on SaaS transition POC project - GOAL: Seamlessly converted our T1 customers from on-premise to SaaS solution - Planning, supporting and monitoring strategical SaaS customers implementations - Securing seamless SaaS transitions from project to sustain phase
Reporting Analyst - data processing and reports preparation for team leader, managers, director and also for countries / local finance management Travel & Expense reports processing (auditing/booking) for internal clients (North America, Europe, Russia, South Africa) Basic knowledge of countries´ tax legislation with strong emphasis on compliance with SLA Developed efficient & time saving Excel VBA files to support payments process Cooperation with countries/finance management, HR, Vendor Master Data, Banking teams Training newcomers