Lucia Machova

Experience

• 

  McDonald's Corporation

  Jun 2005 - Aug 2005

  Front desk shop assistant

  • summer job for 3 months (within the program Work and Travel)• customer service• dealing with customers’ complaints

• 

  IBM

  Aug 2006 - Nov 2007

  Customer Service Representative

  • Preparation and management of hardware, software and services contracts• Daily written and oral communication in German with 4 business partners under my responsibility • Receiving customer orders and checking for their correct processing in the system (amount, types etc.)• Solving technical problems• Contacting the technician and arranging the date of the machine installation• Contacting carriers and arranging the on time delivery • Contacting IBM plants all over the world• Contacting the distribution centre in Germany in case of missing goods• Checking and following up on invoice payment• Training of new colleagues Show less

• 

  Sophocles Bakery Ltd.

  Jan 2008 - Nov 2008

  Shop assistant, cashier & manager assistant

  • customer service• dealing with customers’ complaints• managing the shop in case of manager’s absence• issuing invoices• contacting suppliers• training to new colleagues

• 

  Coolzest Ltd

  Jan 2008 - Nov 2008

  Assistant (trainee job - 4 hours a day)

  • working with Microsoft Office Pack – Outlook, Word, Excel• liaising with UK & International clients and companies• daily agenda management • translating the documents (German, Slovak, Czech)• office management • support for a director and other two representatives

• 

  Accenture

  Feb 2009 - Jun 2015

  • Working on site for the client: Credit Suisse bank• Implementation of business orientated security solutions and authorization concepts in the IAM area• Leading an onshore team of 8 FTEs• Daily task distribution for the team• Creation of new processes• Review and improvement of existing processes• Testing of new IAM solutions before going into production• Reporting (KPIs, SLAs) to senior management• Daily written and oral communication with the stakeholders and management• Training of new joiners• Performance ratings and bonus decisions Show less • Working for the clients: Deutsche Bank, Airbus, Eurocopter• Managing six different helpdesk teams (5 German & 1 Spanish team) of total 29 FTEs• Daily written and oral communication in German and English language with the users and senior management across the world• Monitoring the quality of provided customer service and reporting towards senior management• Documentation and review of user manuals for procurement processes• Reporting of team results, metrics (KPI’s, SLA’s) and defined measures to improve processes• Communication with the technical department• Escalalation Management• Performance ratings, bonus and salary adjustments Show less

  • Senior Analyst / IT Business Analyst in the IAM area

    Aug 2014 - Jun 2015

  • Senior Analyst / Onboarding Team Lead in the IAM area

    Jul 2013 - Jul 2014

  • Senior Analyst / Customer Service Desk Lead

    Jun 2011 - Jun 2013

  • Senior Analyst /Travel & Entertainment Expenses Helpdesk team’s Supervisor (for Deutsche Bank)

    Feb 2010 - May 2011

  • Senior Analyst / Travel & Entertainment Expenses Helpdesk Agent (for Deutsche Bank)

    Feb 2009 - Jan 2010
• 

  UBS

  Jul 2015 - Jan 2020

  • Ensuring timely creation and cloning of 200 + new authorization concepts (project: WMP Italy)• Providing support for ECMS (Entitlement Configuration Management System) and BBS (Benutzer-Berechtigungssystem) tools for users and owners of systems included in the WMP Italy project scope• Quality review and sign off of the authorization concepts before going into production• Assisting application representatives with the auhorization specific questions and issues• First and Second Level Tech Support for the users• Daily communication with business, IT, stakeholders and management• Reporting and tracker update management• Experience-based risk mitigation• Acting as SME and consultant for the next project (Rigi) Show less • Ensuring remediation of 1200+ authorization concepts and increasing their metadata quality according to the requirements set by Chief Information Security Officer• Leading an offshore team of 8 FTEs• Supporting the program leads and Divisional Information Security Officer in terms of specifying the requirements, scope and escalation management for this Operation Risk Item project• Complete design and creation of process maps, documentation, and timelines• Identifying issues and ensuring their resolution• Risk Mitigation and Lesson learned documentation• Daily communication with business, IT, stakeholders and senior management• Holding Q&A sessions for the users, training of new joiners• Creation of sustainable solution for the metadata quality Show less • Ensuring timely creation of 700+ new authorization concepts (Too Big To Fail concept)• Leading an onshore team of 2 FTEs• Providing support for ECMS (Entitlement Configuration Management System) and BBS (Benutzer-Berechtigungssystem) tools for users and owners of systems included in the 1WMP project• Managing the authorization part of the project in very challenging conditions• Assisting application representatives with the auhorization specific questions and issues• Daily communication with business, IT, stakeholders and management• Escalation Management• First and Second Level Tech Support for the users• Creation and supervision of process documentation• Complete reporting and metrics management Show less

  • IT Business Analyst / Metadata Quality Assurance Lead

    Jul 2019 - Jan 2020

  • IT Business Analyst / SME for authorization topics in the IAM area

    Feb 2019 - Jan 2020

  • IT Business Analyst / Project Management Officer / Team Lead / SME in the IAM area

    Nov 2017 - Jun 2019

  • IT Business Analyst / Project Management Officer / Team Lead Lead in the IAM area

    Feb 2016 - Oct 2017

  • IT Business Analyst in the IAM area

    Jul 2015 - Jan 2016
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  None

  Feb 2020 - May 2020

  Sabbatical

  - Exploring Malaysia- Improving Soft Skills - Completing VBA Base course- Focusing on healthy lifestyle

• 

  Allegis Group

  May 2020 - now

  IAM Integration Specialist

  • Working on site for the client: Julius Bär• Analyse applications, collect and present data relating to user access rights• Analyse HR and legal data relevant to Identity and Access Management• Collect, cleanse and transform the data, preparing input for IAM and related systems• Accompany the process of IAM on-boarding by performing data loads in IAM and related systems, including quality control• Communicate with people world-wide, across cultures and time zones• Complete analysis & re-design of provisioning logic and ways• Quality Assurance & Final review before loading the data• Team internal process documentation & review • Documentation and guideline for customers• Naming conventions - design & supervision Show less