Team Leader

Kandidát je vedoucím týmu, který pracuje v oboru již 11 let. V současné době vede tým složený ze sedmi lidí, kteří spolupracují na přípravě organizačních změn, koordinaci spolupráce s třetími stranami a HD. Má na starosti sjednocení pod jeden tým podpory, řešení administrativních a legislativních požadavků směrem k HD a správě mobilních zařízení a celkově propojené vše ohledně helpdesku. Angličtina mu nedělá problém, má ji na úrovni B2, využívá ji i v práci. Dostupnost 2 měsíce s výpovědní lhůtou.

02/2015 - Present, Team Leader Helpdesk

• Resolving user escalations and providing support for quality, process, and time-related issues.
• Preparing and updating working instructions for helpdesk processes.
• Collaborating on organizational changes related to employee and equipment relocation.
• Coordinating the resolution of security incidents on infrastructure within the helpdesk team.
• Coordinating collaboration with third parties and the helpdesk team.
• Handling administrative and legislative requirements for the helpdesk, such as audit outputs and environmental compliance.
• Testing new devices and hardware configurations within the helpdesk's competence.
• Managing the disposal and removal of decommissioned hardware.
• Distributing hardware and helpdesk technicians to the warehouse in Ivanka pri Dunaji.

04/2010 - 02/2015, Team Leader Hewlett-Packard Helpdesk

• Coordinating the end-user support team.
• Transferring technological know-how to team members.
• Monitoring the performance of team members.
• Providing administrative support to the employer in relation to the customer project.
• Taking responsibility for actively handling assigned tasks and incidents related to computer systems, networks, and communication tools for end-users.
• Participating and communicating with third parties to resolve issues and plan change activities.
• Administering and reporting changes resulting from the change process in CMDB.
• Monitoring and maintaining the monitoring system, ensuring the functionality of monitored components.
• Monitoring and controlling security, security components, and settings.
• Performing routine operations to ensure the functionality of computer systems, networks, and communication tools for end-users.
• Performing installation and reconfiguration tasks related to computer systems, networks, and communication tools for end-users.
• Monitoring information from system and application software vendors and suppliers, testing and applying relevant security patches, patches, and necessary software updates.
• Administering system and application accounts.
• Fulfilling other tasks as instructed by superiors.

11/2008 - 03/2010, Helpdesk Technician

• Taking responsibility for actively handling assigned tasks and incidents related to computer systems, networks, and communication tools for end-users.
• Participating and communicating with third parties to resolve issues and plan change activities.
• Administering and reporting changes resulting from the change process in CMDB.
• Monitoring and maintaining the monitoring system, ensuring the functionality of monitored components.
• Monitoring and controlling security, security components, and settings.
• Performing routine operations to ensure the functionality of computer systems, networks, and communication tools for end-users.