Michal Brandis

Experience

• 

  Kedros a.s.

  Oct 2012 - Sept 2017

  The work consisted of the following areas:- Incident and Problem Management - receiving a ticket from L1 support, validatation whetherthe Incident contains the necessary data for analysis (request specific data from client ifneeded); analyzing the Incident using analytical and logging tools; evaluation of the solution,contacting the L3 support to secure a solution from them and then reclassification of theIncident to the Problem; responsibility for monitoring SLA and KPI parameters during Incidentand Problem solving on L2 and L3 support levels; responsibility for customer feedback on thetype of problem, its solution, and delivery time for the solution; closing down the Incidentsand Problems when the solution was delivered to the customer.- Reporting - responsibility for creating and delivering monthly reports of SLA and KPIparameters for all supported projects (8 projects); same as during L1 Application support, but with more responsibilities and projects- Creation of the processes for the Support department - same as during L1 Application support, but with more responsibilities and projects and for whole Support department- System testing - participating in the creation of validation tests with Testing department,validation testing after delivery of new release or system modification, detection of errors inthe system, testing bugs reported in the Incidents and Problems, tests for errors removal afterinstallation of the release on production environment- Collaboration on improving the system (project) - creating feedback and suggestions toimprove the work with the system, actively looking for options to improve performance andUX, working with the development team to improve system performance and prevent systemerrors - during the development phase and during operation- On-call Standby - Out-of-work hours were held 24/7 on-call alert Show less The work consisted of the following areas:- Incident and Problem Management - receiving a ticket/phone call/e-mail from customer andcreation of JIRA issue; validatation whether the Incident contains the necessary data foranalysis (request specific data from client if needed); contacting the L2 or L3 support tosecure a solution from them; reclassification of the Incident to the Problem, if needed;responsibility for monitoring SLA and KPI parameters during Incident and Problem solving onL2 and L3 support levels; responsibility for customer feedback on the type of problem, itssolution, and delivery time for the solution; closing down the Incidents and Problems when thesolution was delivered to the customer.- Reporting - responsibility for creating and delivering monthly reports of SLA and KPIparameters for all supported projects (6 projects); suggestions to improve automation andreduce the amount of manual work on reports; study of contracts for delivery of systems andtheir parts with suppliers and subcontractors for proper design of SLA evaluation; suggestionsto improve the use of internal systems (JIRA, Confluence, OTRS, HPSM) for SLA and KPIevaluation- Creation of the processes for the Support department - responsibility for creating theprocesses, guidelines and workflows used on the Support department and keeping themupdated, study of ITIL methodology - lifecycle of products and services and their support;proposals to improve the use of internal systems (JIRA, Confluence, OTRS, HPSM) tostreamline work and improving communication on the Support department; creation ofmanuals for new employees (L1 Application Support Specialists) to speed up training processand deepening of knowledge; - On-call Standby - Out-of-work hours were held 24/7 on-call alert; required to respond within theprescribed time and process the Incident or Alarm as a matter of priority; On-call Standby rotation was based on weekly intervals Show less

  • Application Support Specialist

    Mar 2015 - Sept 2017

  • Technical Support Specialist

    Oct 2012 - May 2015
• 

  HomeBrand s.r.o.

  Aug 2017 - Jan 2018

  Account Manager

  - Acquisition of new clients & taking care of standing clients- Project management of the projects from the acquisition phase to the closure of the project- Creation of Price Offers, Orders and Invoices- Creation of internal business processes in the start-up company- Creation of marketing strategy & coordination of marketing activities (internal, external)

• 

  TITANS freelancers

  Jan 2018 - now

  Developing long-term relationships with TITANS key customers portfolio. Connecting with key customers business executives and stakeholders as well as developing new business from our existing key clients.Primary goal is to building and maintain strong and long-lasting relationships with TITANS key customers.Leading team of 3 Account Managers, and also acting as the product owner of our internal systems for the sales department.---TITANS freelancers is one of the leading independent providers of IT specialists (freelancers).If you need to adjust your IT capacities flexibly, increase your IT department’s performance or reduce labor costs, TITANS freelancers offers you extra muscle for your IT projects.TITANS freelancers is a strong and reliable partner that will help your company achieve the set business and strategic objectives. We have skills and abilities that you can use to achieve a higher level of efficiency and flexibility.https://www.titans.sk/sk Show less Developing long-term relationships with TITANS portfolio, connecting with customers' business executives and stakeholders as well as developing new business from our existing clients.Primary goal is to building and maintain strong and long-lasting relationships with TITANS customers.---TITANS freelancers is one of the leading independent providers of IT specialists (freelancers).If you need to adjust your IT capacities flexibly, increase your IT department’s performance or reduce labor costs, TITANS freelancers offers you extra muscle for your IT projects.TITANS freelancers is a strong and reliable partner that will help your company achieve the set business and strategic objectives. We have skills and abilities that you can use to achieve a higher level of efficiency and flexibility.https://www.titans.sk Show less

  • Key Account Manager

    Dec 2021 - now

  • Account Manager

    Jan 2018 - Nov 2021