Ivana Turzova

Work History

Work History
Jun 2008 - Present

System Analyst

Sungard System Access
  • manage the relationship with specific clients i.e. banks
  • supervise the support teams to resolve problems in live production and test environment in order to deliver solutions that meet the client’s needs
  • analyze reported incidents and change requests
  • participate in preparing patches and testing
Apr 2007 - May 2008

Transformation Consultant

Capgemini

Project: Core bank system implementation at Tatra Banka (8 months)

  • perform manual tests in accord with the test plan, create test cases in HP MQC Test director
  • participate preparing of automated tests, perform tests
  • provide support for end users

Project: Rebuilding internal Capgemini Global IT support (5 months)

  • coordinate ITSM tool implementation
  • map and re/design processes based on ITIL principles
  • research and evaluate available tools for monitoring of global applications

Other projects:

  • collect data and manage (MySQL) database of potential partners for outsourcing
  • participate proposal process (e.g. Euro Conversion Proposal)
Dec 2005 - Mar 2007

Incident Lifecycle Coordinator for EMEA Operations Bridge

Hewlett Packard

Project: World wide notification tool for end users

  • coordinate the tool setup
  • lead and train a team of 5 people responsible for the tool content
  • continually supervise the processes are followed seemly assuring Service Level Agreement is met
  • monitoring case tracking systems, communicating with Top Management and Team Leaders

Project: World Wide Network Incident Report

  • consolidate final Network incident report for HP Executive Vice President and CIO on a daily basis
  • keep all related information up to date
May 2005 - Nov 2005

2nd line Network Support Specialist

Soitron

Project: Phoenix (IP address reassignment during site moves)

  • change and implementation management of IP addresses for HP within 15 and 16 class A network,
  • coordinate project ensuring information accuracy
  • time management
Sep 2004 - Apr 2005

On-line Coordinator

Soitron
  • face to face communication with the Network support agents (approximately 50 guys) to balance the workload across the team, manage the people on the projects
  • inform customer about progress and status of their calls, provide regular updates to the customer during escalation assuring the appropriate communication is given to the customer, ensure quality in the information delivered
  • create documentation about the roles and responsibilities for the OLC position, train two additional OLC’s, manage team library, supervise training attendance

Education

Education

Summary

Experiences working in an international environment, ability to understand customer‘s needs, good communication and interpersonal skills, team player. Able to gain new competences quickly.

Willing to travel for business. Eligible to live and work abroad.

Interest

Photography, travelling, sport (volleyball, badminton, in-line blades), reading fiction, cinema.

Skills

Skills

German language

Czech language

English language

Computer skills

MS Office (Word, Excel, Powerpoint)  Lotus Notes / MS Outlook MS Windows  

Mercury Quality Center

Tracking tools

HP OpenView, Open View Service Desk, IBM Remedy/EWM, PVCS Manager, BugZero

Web Programming - PHP, Javascript

Web Programming - HTML, CSS

Databases

MySQL, Oracle SQL

Certifications

Certifications
May 2008 - Present

ITIL Foundation Version 3

Exin