L2 Support Specialist

The candidate is a Service Management Specialist with experience in troubleshooting incidents and problems in the area of GSM/GPRS/UMTS/LTE. They have also worked as a Senior NMC engineer, coordinating problem-solving teams and escalating incidents when necessary. With a background in marketing research and occasional working experience in various roles, the candidate possesses strong communication and presentation skills, as well as a willingness to learn new things. They have completed courses in IP, WiFi, Cisco, Office, and ITIL, among others.

07/2013 – present Service Management Specialist

Responsible for analyzing and resolving incidents and problems in the area of telecommunications services. Takes ownership of incidents and initiates actions to resolve them. Maintains contacts with internal customers, stakeholders, and external suppliers.

05/2008 – 06/2013 Senior NMC Engineer

Coordinated problem-solving teams and ensured progress. Acted as a problem owner and escalated incidents when necessary. Analyzed and troubleshooted incidents and problems, and monitored customers' equipment.

01/2001 – 04/2008 NMC Engineer

Analyzed and troubleshooted incidents and problems, escalated when needed. Monitored customers' equipment and registered all incidents and problems. Coordinated second-line support and external parties when necessary.

01/2000 – 12/2000 Driver

Served as a personal driver for the Ministry of Defence, Army of Czech Republic. Received reference from Brigadier C D Lunn, adviser to the chief of General Staff.

01/1999 – 12/1999 Marketing Research

Gained occasional working experience in marketing research. Received reference from Miroslava Brozova, research manager.