Dusan Berky

Experience

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  Infosec s.r.o

  Jan 1995 - Feb 1999

  SW developer -IP, firewalls

  Develop proprietary encryption firewalls for Slovak Army· Programming in C language· Linux kernel hacking ( TCP/IP drivers modification)· Implement approved encryption algorithms· Design security architecture for implementation of company’s IP networks

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  NORTEL NETWORKS

  Jan 1999 - Dec 2006

  Team leader of up to 11 engineers (SK/PL) responsible for delivery of 2G/3G access support forOrange Slovakia & Centertel PolandMain activities and responsibilities · Assign tasks in the team, ensure even load sharing· Coach the team· Follow & implement technical support processes· Organize 24x7 emergency recovery support· Drive escalations, advice on technical issues· Build customer relationship through regular ticket review meetings· Organize & prepare upgrades, acceptance of new releases .. Show less

  • TAS leader (technical support team lead)

    Jan 2003 - Dec 2006

  • Technical support engineer GSM

    Jan 1999 - Jan 2003
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  Nokia

  Jan 2006 - now

  Manage backend support teams of engineers delivering technical support to EMEAcustomers in the area of WCDMA access, Small cells, LTE· Coordinate activities of the team in order to ensure the productivity, efficiency, and qualitytargets set are reached or exceeded (RRR, SLAs, cost efficiency, CSAT…)· Manage, implement & help to develop processes with direct partners· Ensure appropriate and timely training and coaching for the team in all needed areas· Facilitate the employee progression & development· Identify & solve operational issues.· Drive continuous improvement activities & efficiency improvement initiatives· Manage escalations, provide advice & guidance on escalated customer issues· Perform the role of outage manager during critical outage incidents (coordinate resourceson customer bridge, drive & manage outage incidents restoration) Show less Setup & oversee delivery of support service for Orange Slovakia (3G/2G/IN)· Monitor support services KPIs, compliancy against committed SLA.· Closely manage risks associated with maintenance service delivery project· Ensure cost recovery in line with cost allocation model.· Coordinate OEM suppliers (Manage OEM contracts, ensure KPIs are met, coordinate OAM suppliers engagement, manage escalations...)· Project management -> Plan & resource major network upgrades,(testbed/pilot/rollout/acceptance) as well as patches rollout· Communicate and facilitate teams cooperation internally as well as inside customerorganization Show less

  • Technical support manager

    Jan 2006 - now

  • Service Delivery Manager

    Jan 2006 - Dec 2009