Yes we know there should be some more text here. Please have some patience.

Professional Summary

Highly motivated and results-oriented IT professional with 14 years of experience in IT Service Management, Application Support, Team Leadership, and Emergency Recovery Management. Proven expertise in resolving complex technical challenges, leading and mentoring teams, and driving operational efficiency. 

Seeking a challenging role as a Senior IT Service Manager or product owner in a dynamic and innovative organization where I can leverage my expertise in service delivery, incident management, and team leadership to drive operational excellence and contribute to business growth.

Skills

Soft Skills

  • Communication (written & verbal), Problem-solving, Teamwork, Leadership, Time Management, Customer Service, Interpersonal Skills, Negotiation, Presentation Skills, Active Listening

Technical Skills

  • ServiceNow | ITIL | Confluence | BlueYonder WMS | HTML/CSS | SQL

Professional Experience

Emergency Recovery Manager & Principal Application Support Specialist

DHL IT Services – Prague, Czechia | May 2021 – Present

  • Reduced average emergency incident resolution times by 20% annually through the implementation of a new triage process and knowledge base.
  • Created and maintained a comprehensive application manual for warehouse users, enhancing operational efficiency.
  • Collaborated with cross-functional teams to identify and mitigate potential risks, ensuring high service availability.
  • Mentored 5 junior team members, improving team proficiency and incident response effectiveness.

Team Lead – DSC Solution Support & Principal Application Support Specialist

DHL IT Services – Heredia, Costa Rica | Aug 2017 – Apr 2021

  • Built and led a high-performing team of 5+ technical specialists, fostering a collaborative and supportive work environment that resulted in an increased business trust and regional support growth.
  • Improved service availability by 10% annually through the implementation of proactive monitoring, service improvement plans, and the development of comprehensive service documentation, resulting in increased customer satisfaction and reduced operational costs.
  • Streamlined support processes, reducing customer escalations and improving overall service quality.

Service Owner

DHL IT Services – Prague, Czechia | Oct 2013 – Aug 2017

  • Managed the lifecycle of BlueYonder WMS, ensuring services were delivered within agreed SLAs.
  • Increased service availability by 10% annually through proactive monitoring and implementation of service improvement plans.
  • Spearheaded the creation of comprehensive documentation for system processes, enhancing knowledge sharing.

Application Support Specialist

DHL IT Services – Prague, Czechia | Feb 2012 – Oct 2013

  • Provided second-line technical support for Prologs WMS, troubleshooting complex issues related to integrations, data migrations, performance tuning, resolving complex technical issues to minimize downtime.
  • Developed processes to enhance customer satisfaction and streamline issue resolution.

Application Support Analyst

DHL IT Services – Prague, Czechia | Jul 2010 – Feb 2012

  • Delivered first-line support for Prologs WMS, achieving a [specific metric or result].
  • Enhanced customer satisfaction by proactively addressing technical issues and ensuring prompt resolution.

Senior Master Data Specialist

Anheuser-Busch InBev – Prague, Czechia | Dec 2007 – Jul 2010

  • Maintained data accuracy within the AS/400 system, ensuring high data integrity.
  • Automated data entry processes with macro scripts, improving efficiency by approximately 40%.

Technical Support Consultant

CTX Europe – Watford, United Kingdom | Jul 2004 – Dec 2007

  • Delivered technical support and consultancy to customers across Europe, maintaining high service satisfaction.

First-Line Service Desk Support

CTX Netherlands – Eindhoven Area, Netherlands | Aug 2003 – Jul 2004

  • Provided first-line technical support to Dutch and German customers, resolving issues promptly.

Education

Bachelor of Science in Public Administration
Hogeschool ‘s-Hertogenbosch – [Year of Graduation]

Certifications

  • ITIL Foundation Certification
  • [Other Relevant Certifications, if applicable]