Customer Service Consultant & Delivery Manager & IT Manager & Operations Support Specialist & Project Manager & Technical Support

Zkušený a na detaily orientovaný profesionál s prokazatelnými zkušenostmi s úspěšným vedením a realizací komplexních projektů v rámci rozsahu, rozpočtu a časového harmonogramu. Umí efektivně řešit problémy, spravovat tikety podpory a určovat priority úkolů tak, aby vyhovovaly potřebám týmu a zákazníků. Silné komunikační schopnosti a schopnost řešit problémy, zkušenosti v oblasti síťové infrastruktury. Ochotný učit se novým dovednostem a procesům, aby si rozšířil znalosti a schopnosti. Vedl nezávislé projekty v rámci transformačního programu, efektivně řídil kvóty, prováděl analýzu výkonu a spolupracoval se zákazníky, aby porozuměl jejich cílům a požadavkům.

• Associate Network Ordering & Delivery Manager || 01/06/2022 – 31/07/2024

Led independent projects within a transformation program, managing the entire project lifecycle from initiation to closure. Managed quotas effectively, ensuring alignment with customer requirements, by implementing cost-efficient processes for the deliverables while maintaining high customer service standards. Conducted performance analysis, utilizing both internal and external data sources to provide comprehensive insights. Actively engaged with customers through outbound calls, emails, and meetings to understand their goals requirement with delivery timelines. Maintained clear communication with Logistics, Customer Experience, Commercial Supply, Inventory Deployment, and Transport Planning teams. Managed the successful delivery of customer orders to the agreed scope, quality and on time as per defined Lead Time to Connect. Liaised with customer local contact to verify local site requirements needed for field engineers to access restricted areas. Managed dispatch technicians to customer site for troubleshooting delivered Infrastructure. Single point of contact for Partner Suppliers in managing orders and monitoring SLA performance. Conducted contractual review of supply partnership agreement with regional stakeholders. Addressed issues related to ready for billing (RFB) and ready for service (RFS) date with invoicing teams to reflect accurate data.

• Operations and Maintenance Specialist || 15/03/2021 – 31/05/2022

Managed PVPs’ portfolio and provided data report. Acted as the first point of contact for customer support inquiries. Monitored and maintained the quality of information in issue logs, ensuring thorough investigation and resolution. Evaluated alarm statuses and ongoing performance for each single PVP as well as evaluation of the investor / the whole portfolio together. Managed ticketing management system, coordination of field technicians and worldwide support. Tracked service requests and managed request-completion flows ir/regular reporting of the PVPs performance to the investors. Handled asset management, efficiency/production evaluations, support to on-site managers, cooperation with other departments especially engineering and construction, and O&M input definition for engineering team / O&M support to the construction team.

• Senior Associate, Work Center Technician Support || 01/03/2016 – 28/02/2021

Managed, delivered, and deployed aspects of network architecture, design, engineering, and detail network specifications to migrate a client from the current network environment to the new environment. This included vendor management, troubleshooting network faults per platform, interacting with 3rd party vendors, troubleshooting network failure on layer 3, collaborating with operational staff and users to identify root cause solutions, ensuring compliance with regulatory requirements, resource planning and management, project management, quality assurance, and coordinating planned maintenance of infrastructure.

• IT Analyst Support

Provided first-line support for IT-related issues, maintaining high levels of customer satisfaction. Created trouble tickets for customers based on proactive monitoring. Executed consistent tasks via workflow tooling to triage new issues. Handled basic network troubles.