Nina Cicakova

Experience

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  VÚB banka

  Oct 2003 - Feb 2006

  Call Center Agent/Receptionist/Assistent
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  IBM

  May 2006 - Nov 2006

  General operative
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  Cetelem

  Feb 2007 - May 2009

  Debt Recovery Officer - Researcher
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  Hewlett Packard

  Jun 2009 - Sept 2014

  I designed and up-dated proactive solutions to prevent recurring issues and executed pre-checking, implementation, and post-checking of tickets. I adhered to defined network engineering processes and reached out to requestors on complex issues. I performed pre-checks by obtaining information through customers as well as I managed the hotline and mailbox.Key Contributions:• Upheld superior level of expertise while executing 40 tickets per day/person in busy environment.• Established and maintained professional relations with customers to deliver excellent services. Show less Checking change requests are completed in full and assigning to designated engineer. Execute on change plans across the IT Roadmap portfolio, including organizational transformations and technology implementations, leveraging change expertise and experience to consult various Lowe's IT project and departmental teams. Provides training to change owners on the change process when needed.Key Contributions:Accountable for the change request process through to successful closure and accepts responsibility for risk introduced by the changeGenerates monthly change management, problem, and incident reports with Team LeadsEnsuring all risks and impacts have been assessed correctly and all change records are approved by the change initiator, stakeholders and Change Management Show less

  • Support Engineer DNS/DHCP

    Jun 2009 - Sept 2014

  • Online Change Coordinator

    Jun 2009 - Jun 2010
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  Insight global at Cisco systems

  Sept 2014 - Dec 2016

  I validated all tickets prior to assigning to the team members according to required skills sets. I arranged day-to-day tasks and delegated work responsibilities to each member, aiding in maintaining operational efficiency. I supervised queue and managed all aspects of works to ensure completion of all tickets within specified timeframe. I managed and updated ticket spreadsheet on daily basis and look after ticket queue to meet deadlines.Key Contributions:• Supported in developing and implementing process as well as I generated reports on incidents/change/problem tickets.• Developed an effective communication channel with team members to rationalize project works and carried out reporting to meet SLA. Show less I adeptly dealt with any escalations and provided assistance in creating improved processes to achieve desired restyles. I successfully completed all assigned tasks in an efficient manner, including managing project, identifying issues, troubleshooting, and implementing any allotted tickets. I produced reports and retained proper technical documentation in coordination with team lead. Key Contributions:• Trained, coached, and encouraged newcomer which increased performance and polished skills.• Demonstrated broad scope of industry knowledge while preparing guidelines and documents. Show less

  • Change manager/EMEA DNS/DHCP Projects

    Jun 2015 - Dec 2016

  • Technical lead - DNS/DHCP

    Sept 2014 - May 2015
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  Bank of America Merrill Lynch

  Jan 2017 - Dec 2017

  Senior Network Support Engineer

  I simplified and managed day-to-day technical support functions by pre-checking, implementing, and post-checking tickets assigned. I expertly identified and captured solutions to resolve critical system issues. I provided active functional support to team in creating and compiling technical documents and generated comprehensive reports based on information. I led analysis and resolved multiple technical problems for the bank as well as I actively responded to requestors on more complex issues. Created UAT testing scenarios, scripts and cross functionality for plan enhancements. Participated on a weekly Change Advisory Board (CAB) call to represent changes and making sure they are all approved. Provided communications to all areas related to the change request. Ensure all required documents and approvals are secured to the change request. Maintain the changes to the plan sponsor business requirement documents. Updates the change log with any progress that occurs, including any actions to correct problems and to help improve overall service quality.Key Contributions:• Created and developed improved process which resulted in smooth running of operations.• Coordinated with team members to accomplish assigned tasks within specified time and took initiatives to meet SLA. Show less

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  BlueCat

  Oct 2018 - now

  • Senior Enterprise Support Engineer

    Nov 2022 - now

  • Enterprise Support Engineer II

    Nov 2021 - now

  • Enterprise Support Engineer

    Oct 2018 - Dec 2021