Experience

• 

  Zš p. o. hviezdoslava

  Feb 1997 - Jul 2004

  English teacher

  English teacher

• 

  Hewlett-packard

  Sept 2004 - Jun 2011

  • Ensuring cross tower/ cross service line cooperation and coordination of activities between ITO DO centers• Integrating the operation departments and streaming the processes between other teams• Communication and driving operation to meet customer expectations and executing on agreed improvement plans• Focal point for communicating, coordinating and managing escalations for given accounts• Reviewing, assessing and adapting processes to support planning• Ensuring that services are delivered according to the service description using ITO DO standards and ITSM/IITIL methodology• Business analyses, reporting Show less • Manage the performance of IT services• Support internal clients and ensure that the service levels are achieved• Ensure that the Service desk staff meet the expectations of the defined metrics, standards and business requirements (SLA’s)• Strive to make the Service Desk the only source of “truth” for IT service delivery• Deliver the correct communication of support issues and problems to appropriate management• Communicate with application owners, product owners, analytics, delivery managers, etc.• Measure, monitor and work to drive down incidents level• Prepare monthly reports, inputs for management, service level manager, delivery managers • Deliver services according to agreed SLA parametersManagement responsibilities• Team leading, task planning, activities and work coordination • Train, couch and mentor Service desk staff• Oversee daily staff/team activities• Build/obtain (from other departments) training materials for support staff/team• Ensure that the Service desk staff use and continuously update Knowledge management tool to achieve agreed SLA’s level• Ensure optimal work conditions and infrastructure (tools, headsets, office equipment, etc.) for employees Show less

  • Account Service Delivery Manager

    Mar 2010 - Jun 2011

  • OB Delivery Lead

    Jan 2006 - Mar 2010

  • starting as call handling operator – team leader– team trainer of call handling team

    Sept 2004 - Jan 2006
• 

  Hewlett packard enterprise

  Feb 2013 - Apr 2017

  Represent the quality/TCE aspect for the site in the regional quality/TCE team• Participate on regional meetings and reviews• Ensure alignment between center and regional quality organizations• Project/action follow up• Participate on global quality projects / initiatives• Ensure representation in the AST teamsBuild and maintain customer relationship• Maintain knowledge on your site customers• Manage current/new customer expectations• Lead escalations• Ensure proper complaint management• Recognize trends proactively• Identify problem root causes and resolve service delivery problemsEnsure TCE/Quality • Lead BSC action planning and drive actions to solution• Prepare and present BSC results during site performance review • Ensure cross center consistency• Develop, implement, communicate and maintain a quality plan to ensure the center’s quality system is compliant with latest ISO 20 000 / ISO 9001 standards• Be responsible for all aspects of Critical incident management related to the center• Lead and present results of standardization project• Coordinate efficiency related initiativesCommunications• Enable positive environment for feedback• Enable two way communication between technology managers, shift leads and the quality• Provide guidance in proactive communication Core competency• Planning and organizing• Flexibility/adaptability, flow to the work Show less

  • oneRUN NGDM Deployment Lead

    May 2016 - Apr 2017

  • GOC CEE Quality Lead

    Feb 2013 - Apr 2017
• 

  Dxc technology

  Apr 2017 - now

  Represent the quality/TCE aspect for the site in the regional quality/TCE team• Participate on regional meetings and reviews• Ensure alignment between center and regional quality organizations• Project/action follow up• Participate on global quality projects / initiatives• Ensure representation in the AST teamsBuild and maintain customer relationship• Maintain knowledge on your site customers• Manage current/new customer expectations• Lead escalations• Ensure proper complaint management• Recognize trends proactively• Identify problem root causes and resolve service delivery problemsEnsure TCE/Quality • Lead BSC action planning and drive actions to solution• Prepare and present BSC results during site performance review • Ensure cross center consistency• Develop, implement, communicate and maintain a quality plan to ensure the center’s quality system is compliant with latest ISO 20 000 / ISO 9001 standards• Be responsible for all aspects of Critical incident management related to the center• Lead and present results of standardization project• Coordinate efficiency related initiativesCommunications• Enable positive environment for feedback• Enable two way communication between technology managers, shift leads and the quality• Provide guidance in proactive communication Core competency• Planning and organizing• Flexibility/adaptability, flow to the work Show less

  • GIDC Eastern Europe Quality Manager

    Jun 2020 - now

  • Enablement Lead at DXC Technology/ Quality Manager at DXC Technology

    Sept 2017 - Jun 2020

  • Quality Manager

    Apr 2017 - Jun 2020

  • Deployment Lead

    Apr 2017 - Jun 2020