Team Leader

Kandidát je vedúci tímu, ktorý pracuje v tejto oblasti už 11 rokov. V súčasnosti je zodpovedný za tím pozostávajúci zo siedmich ľudí, ktorí spolupracujú na príprave organizačných zmien, koordinácii spolupráce s tretími stranami a HD. Má na starosti zjednotenie pod jeden tím podpory, riešenie administratívnych a legislatívnych požiadaviek smerom k HD a správe mobilných zariadení a celkovo prepojené všetko týkajúce sa helpdesku. Angličtina mu nerobí problém, má ju na úrovni B2, používa ju aj v práci. Dostupnosť 2 mesiace s výpovednou lehotou.

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.