Petr Cervenka

Experience

• 

  IBM GSDC Brno

  Jul 2005 - Apr 2008

  Lead team of up to 30 technicians responsible for network security service delivery for international companies based in EMEA. Managed workload distribution and reporting, interviewing new candidates to the team. Main escalation point of the team, main audit facing person for service delivery in AT&T Brno, creating and maintaining service processes and procedures. Participated on new services set up and service transfers. Everyday communication with teams across Europe. Team performance evaluation and participating on team members annual goal setting and it’s evaluation Show less

  • NSD Security team leader

    Aug 2007 - Apr 2008

  • Network Security team focal point

    Nov 2006 - Jul 2007

  • NSD Security

    Jul 2005 - Oct 2006
• 

  AT&T

  May 2008 - Dec 2009

  NSD Security team leader

  Lead team of up to 30 technicians working on network security service delivery for international companies based in EMEA region. Managed workload distribution and reporting, interviewing new candidates to the team. Main escalation point of the team, main audit facing person for service delivery in AT&T Brno, creating and maintaining service processes and procedures. Participated on new services set up and service transfers. Everyday communication with teams across Europe. Team performance evaluation and participating on team members annual goal setting and it’s evaluation Show less

• 

  AT&T Global network services Czech republic s.r.o.

  Dec 2009 - now

  Managing a team of 40 technicians working on a mobile network in USA, main focus of the team is to upgrade device software and assist in case of any outage. Team is working on several different technologies such as 2G, 3G and 4G with devices (RNC, MGW, MME, eNodeB) from various vendors like Ericsson, Alcatel-Lucent, Nortel and Cisco. My first duty in this team was service establishment at Brno office and complete team hiring + training planning. Daily interaction with team in US and Brno. My position covers day to day planning of staff presence, team operations, education planning, reporting, employee evaluation and development. Participating on technical calls related to outages and process reviews. Show less I lead a 24/7 team with up to 50 agents operating in 6 different languages as a network service support for our global clients. Accountable for service establishment in Brno office, over-viewing shift planning and staff management, call groups management, main escalation point for clients calling the service lines. Looking after everyday reporting to management in UK. Running daily analysis of calls, tickets and engagements of external teams and suppliers. The team leader encompasses planning education of agents and their semi annual evaluation. The role allowed me to participate on various projects related to our team, for example implementing of new information system helping agents to see statistics real time, including incoming calls in all languages and major incidents occurring on our network globally. Show less

  • Associate Director - Mobility RAN Tier2

    Mar 2022 - now

  • Area manager - Radio access network reliability center

    Nov 2019 - Mar 2022

  • Area manager - Mobile network services

    Jun 2017 - Nov 2019

  • Manager - Mobile network services

    Jun 2011 - May 2017

  • GCSC Team leader

    Dec 2009 - Jun 2011