Martin Vrlak

Experience

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  T-Systems

  Aug 2011 - Jun 2014

  Unified Communications - Voice Engineer

  - performs, coordinates and improve daily activities needed to manage IT services and the supporting infrastructure- regular inspections and improvement recommendations- ensure that the right information is maintained and delivered to the appropriate place or competent person at the right time to enable informed decision- restore normal service operation in case of Incident as quickly as possible- ensure that changes are recorded and then evaluated, authorized, prioritized, planned tested, implemented, documented and reviewed in controlled mannersolving of issues on the IT infrastructure/applications with direct/potential impact on the quality of service provided to customers- gets to the root cause of Incidents and then initiate actions to improve or correct the situation- provide technical skills in support of IT services and management of the IT infrastructure- trains and participates on education of other employees- ensure that there are clear and comprehensive release and deployment plans Show less

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  Cisco

  Jul 2014 - Jul 2017

  Customer Support Engineer

  Cloud and Managed Services, JPMorgan Chase & Co. account, Unified Communications D2O- analyze, configure and troubleshoot large complex networks with mixed media and protocols.- provide remote troubleshooting support to resolve UC related issues- engage AS and TAC for assistance on RMAs and complex issue support- coordinate field services as needed for onsite support- follow the defined communication procedures for incident updates- strictly adhere to processes to update the tickets with meaningful and correct notes- priority support for identified key customer employees and escalations- effectively works with CS and cross-functional teams to resolve major customer issues- drive for continuous learning, results orientation and teamwork Show less

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  MSD

  Aug 2017 - Jul 2022

  Senior Unified Communications Engineer

  - global UC engineering team member - SME for multiple technologies - enterprise projects 110k+ end users- design, prepare and test of the new technologies for global implementation- prepare technical documentation, knowledge articles and communication for all related projects- provide training sessions for tier1 / tier 2 engineers- collaborate with various SME involved in new implementations - analyse, configure and troubleshoot large complex networks with mixed media and protocols and involve cisco TAC- handling technical escalations for supported technologies: UCCX, Call Manager, Webex Messenger, Cisco Jabber 12, OnSolve Mass Notification System, Webex Teams / Cisco Spark Show less

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  Novartis

  Jul 2022 - now

  Associate Director - Solution Architect | Collaboration | Digital Workplace Services

  - Contribute to the development of architectural standards, and the direction and design of architecture for a business or technical domain. Contribute to efforts to elaborate and communicate the architecture of the given domain and/or develop architectural solutions for projects and programs.- Develop architectural solutions for a complex business area or deliver architectural services or governance activities.- Elaborate the solution architecture for a specific solution based on architecture-significant requirements and company-wide architecture standards-Utilize architecture patterns to suggest the most adequate utilization of technical platforms in support of the holistic solution architecture design. - Maintain and evolve Architecture tools and platforms, principles, policies and standardsIPT, MS Teams, Meetings, Video, Webcasting and other platforms. Show less