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SENIOR IT SERVICE MANAGEMENT PROFESSIONAL

Principle Application Support Specialist

Prague, Czech Republic | 

 

PROFESSIONAL SUMMARY

Results-driven IT Service Management leader with over 20 years of experience in application support, emergency recovery management, and team leadership. Adept at implementing ITIL best practices, streamlining service delivery processes, and leading high-performing cross-functional teams across multiple regions. Proven ability to reduce incident tickets, enhance operational efficiency, and drive service value improvements through strategic problem management and crisis resolution.

PROFESSIONAL EXPERIENCE

DHL IT SERVICES

Principal Application Support Specialist – Emergency Recovery Manager

May 2021 – Present | Prague, Czech Republic

  • Lead emergency incident response, ensuring swift, structured, and effective resolutions.
  • Reduced incident tickets by 35% through implementing Problem Management methodologies and Service Value Improvements.
  • Developed and executed crisis management protocols for critical IT service disruptions.
  • Collaborate with global teams to enhance incident response efficiency and minimize business impact.
  • Decreased average resolution time for P1 incidents by 40% through process optimization.

Team Lead – DSC Solution Support / Principal Application Support Specialist

August 2017 – April 2021 | Heredia, Costa Rica

  • Built and led a high-performing technical support team of 12 specialists for DHL IT Services.
  • Implemented service improvement initiatives, increasing operational efficiency and service reliability.
  • Designed and standardized support processes across multiple service lines.
  • Managed stakeholder relationships to align technical teams with business objectives.
  • Achieved 99.8% SLA compliance across all managed services.

Service Owner

October 2013 – August 2017 | Prague, Czech Republic

  • Served as ITIL Service Owner with SFIA Senior Application Support Specialist designation.
  • Led end-to-end service delivery and continuous improvement initiatives.
  • Optimized service processes, enhancing customer satisfaction and operational effectiveness.
  • Identified and implemented cost-saving measures while maintaining service quality.
  • Delivered 15% reduction in operational costs through strategic process improvements.

Application Support Specialist

February 2012 – October 2013 | Prague, Czech Republic

  • Service Owner for HP-3PL Prologs (Nov 2012 – Oct 2013).
  • Service Owner for Prologs Shared Hosting Farm (Feb 2012 – Nov 2012).
  • Improved system uptime through proactive monitoring solutions and issue prevention strategies.
  • Increased system availability from 96.5% to 99.3% through implementation of preventive measures.

Application Support Analyst

July 2010 – February 2012 | Prague, Czech Republic

  • Provided technical support for Prologs WMS system.
  • Created documentation and knowledge base articles to enhance team efficiency and knowledge sharing.
  • Reduced recurring incidents by 25% through comprehensive knowledge documentation.

ANHEUSER-BUSCH INBEV

Senior Master Data Specialist

December 2007 – July 2010 | Prague, Czech Republic

  • Managed business data entry and maintenance in AS/400 systems.
  • Introduced automation through macro scripting, reducing manual processing time by 60%.
  • Improved data quality and consistency through standardized validation procedures.
  • Decreased data entry errors by 40% through implementation of validation rules.

CTX EUROPE

General Customer Support – European Market

July 2004 – December 2007 | Watford, United Kingdom

  • Provided technical support and consultation services for customers across the EU.
  • Collaborated with international teams to resolve complex customer issues.
  • Developed region-specific support protocols to improve service delivery efficiency.
  • Handled approximately 500 support cases monthly with 95% customer satisfaction rating.

CTX NETHERLANDS

First Line Service Desk (NL/DE)

August 2003 – July 2004 | Eindhoven Area, Netherlands

  • Delivered frontline IT support for Dutch and German markets.
  • Managed and prioritized service requests to meet SLA requirements.
  • Provided multilingual customer support to a diverse client base.
  • Maintained first-call resolution rate of 75%, exceeding team average by 15%.

SKILLS & EXPERTISE

IT Service Management (ITIL) Emergency Recovery & Crisis Management Problem & Incident Management Service Value Improvement Strategies Team Leadership & Cross-Functional Collaboration Stakeholder & Vendor Management Process Optimization & Automation

CORE TECHNOLOGIES

ITSM Platforms (ServiceNow, Remedy) Microsoft 365 Suite, BY WMS (infrasturcture), Monitoring Tools (Zabbix/Grafana), SQL  & Confluence

LANGUAGES

English (Fluent), German (Fluent), Dutch (Native)

EDUCATION & CERTIFICATIONS

  • ITIL v3
  • Prince 2 Foundation

ADDITIONAL INFORMATION

Willing to relocate or travel for business needs. Open to leadership roles in IT Service Management, Problem Management, and Crisis Resolution.