Резюме Support

Професійні навички

• Agile
• Agile Project Management
• Automation
• Business
• CISCO
• Citrix
• Cloud
• Czech
• English
• Excel
• Management
• Mobile
• OOP
• Organizational skills
• Outlook
• Power Point
• Presentation skills
• Project management
• Russian
• Scala

Початковий текст

CURRICULUM VITAE

Name: Anna *******

Date of birth: **********

Mobile: + Показати контакти

E-mail: **************************

Linkedin: https://www.linkedin.com/in/anna-*******-b82a25180/ (https://www.linkedin.com/in/anna-*******-b82a25180/)

Profile:

I am a self-directed, quality driven, committed professional with experience in multinational enterprise. Experienced IT Support Technician, Junior system administrator – Unix PHC France, skilled in Customer Service, Group Work, Critical Thinking, Agile, Project management. Strong information technology professional with a Master's degree focused in International relations from Masaryk university in Brno.

Has a proven ability to adapt, prioritize, and solve problems under pressure having worked in multi-cultural environment with various degrees of responsibility. Currently looking for a fulfilling role that compliments the skill set and offers learning opportunities. Holds resident permit in the Czech Republic, available immediately.

For the ******** years I was working in IBM where I have proven to be a true IT Support Technician responsible for Citi Bank EMEA, in which area have been promoted and achieved Brno Unit employee IBM, Manager’s choice Award: “Trust and Responsibility”. My previous experience with managing delivery of end user service (Cisco IP Telephony, VMware, Citrix infrastructure products) acting as a role model for more members of the product team, solving various customer situations including high profile escalations, careful analysis of product quality and breaking down complex situations makes my candidacy a perfect match for the role.

Education

09/2011 – 07/2014 Dnipropetrovsk National University, bachelor studies: International Relationships

specialization: Diplomacy and Translation

02/2015 – 08/2018Masaryk University, master studies: International Relationships,

specialization: Diplomacy

Professional Experience:

09/2020-omgoing

Junior Unix System Administrator - PHC France

Correction of deviations on severs for customers - Loreal Paris, Airbus, Danone, Rexel

Updating of packages

06/2018 –09/2020

Company: IBM

Position: Senior customer representative

IP Telephony programming (Brno)

• .Troubleshooting of Windows OS (7/10) including MsOffice, Outlook and software installation (OVCM and Software Center)

• .Update ticketing system with status and resolution information

• .Ensure positive customer satisfaction and balanced customer relationships maintained by delivering on service commitments

• .• Ensure service is delivered as per performance standards

• .• Understand the customer business and objectives for establishing and managing service delivery plan

• .Ability to maintain a positive professional relationship with clients, partners and co-workers (IBM Client Trust and Responsibility award).

• .Escalate complex problems to the appropriate level of support to ensure client’s issues are adequately addressed

• .Dispatching of technical incidents related to business applications

• .2.5 years focusing on enterprise tools and monitoring

• .End to end product lifecycle management experience

• .Good knowledge of operating system

• .System management, automation tools and virtualization technologies

• .Critical thinking and problem solving methods

• .Vision for information delivery and management

• .Infrastructure problem management

• .06/2019– ongoing

Cisco IP Telephony agent with administrative responsibility

CUCM Cisco IP Telephony- creating extensions for employees of Citi Bank EMEA, creating telephony profiles, creating of profiles for Cisco jabbers and basic Cisco Jabber softphone troubleshooting, configuration of shared lines, pick-up groups and call forwarding options for Cisco IPT users.

• .Support technical teams and senior staff in analyzing and resolving client issues

• .Effectively communicate with customers and global delivery managers on planning, project status, issues and risks in a timely manner

• .Assistance in analyzing workflows, internal and external processes and recommend best practices

• .Assistance of focal point and ADL in solving all customer situations including high profile escalations and critical situations

• .Ensure the work is carried out in accordance with all procedures and regulatory requirements

• .Provide timely and accurate internal reporting

• .Manage, prevent and report critical situation

• .Closely cooperate with Deputy operation manager, Service coordinators and focal point

• .RFM coordination

• .License activation

• .Providing Cisco IP Telephony trainings for newcomers and qualifying trainings for the team.

• .Ensure service is delivered as per performance standards (SLAs, SLOs, KPIs)

• .Focusing on cross-product build out

• .Maintain knowledge of key product and their roadmaps to identify opportunities for further development

• .coordination of service

• .day-to-day administration tasks

• .team performance supervising

• .Additional Information:

Languages:

• .Russian: native

• .Ukrainian: native

• .English: fluent (C1 in both writing and speaking)

• .Czech: advanced (B2 in writing, C1 in speaking)

Knowledge of:

• .CUCM Cisco IP Telephony basic system programming

• .Microsoft Office tools: Excel, Word, Power Point

• .FSQCA (Qualitative Comparative Analysis Tool)

• .Service Now and Maximo (ticketing system)

• .Vmware and Citrix cloud platforms troubleshooting

• .Active Directory

• .Basic Windows commands

• .Basic Unix Commands (PHC path)

• .Basic VMware Admin Tools use

• .Basic Citrix infrastructure knowledge

• .Agile methodology

• .Mentorship

Skills:

• .IT problems troubleshooting

• .Customer service

• .Good interpersonal and organizational skills

• .Negotiation skills

• .Agile Methodologies

• .Analytical skills

• .Timemangement

• .Mentorship

• .Teamwork

• .Presentation skills

• .Problem solving

• .Service coordination

Product skills :

Application, collaboration, remote computing, telephony, security and infrasrukture, telephony, messaging, computers and accessories.

Key Courses and Training

IBM Agile Explorer Badge Project management orientation Project management foundation

Agile and Mentor badge

Other job-related activities

IBM Client Trust and Responsibility award from Citi Bank EMEA