Roberta Ota

  • Brno Czech Republic, CZ
  • +420 702 930 008
  • roberta_ota@yahoo.com
Roberta Ota

Work History

Work History
Jun 2015 - Present

Unix Systems Adminstrator - Level 2

IBM Global Services Delivery Centre Czech Republic, s.r.o.

-Work on system initiatives and new projects with demonstrated experienced in balancing and setting priorities.

-Schedules installations and upgrades in accordance with IT policies and procedures.

- Supporting day-to-day administration functions including user account management and script creation.

-Maintain system documentation utilizing established documentation standards documentation

-Backing up and restoring file systems.

-Support in providing software and firmware maintenance

-Support in the detection of problems associated with hardware, operating system, and application software

Dec 2013 - May 2015

EUWS IT specialist -  Level 2

IBM Global Services Delivery Centre Czech Republic, s.r.o.

- Subject Matter Expert - Domino Hosted    Applications

-Supporting specific applications 

Lotus Notes, iPass, Open Mobile, Open Trust, Citrix, Kephren, Hyperion, GTA, Oracle V12, Prism etc as well as Microsoft Office, Adobe and Java

-Installing drivers and other applications

-Maintain Service Level Agreement
-Develop Working Relationship With Key Customers
-Improve Procedures and Processes according to the constantly changing client environment

- End-to-End Event Analysis and Reporting
- Problem Management
- Root Cause Analysis

Sep 2013 - Dec 2013

Customer Support Representative - Level 1

Infosys Brno, CZ

-First level technical support for Apple computers
-Perform troubleshooting
-Perform root cause analysis
-Manage Client Expectations/Satisfaction
-Logging and reporting the issue

Mar 2013 - Aug 2013

Job Expert Manager (Expert Metier)

Webhelp Roumanie, Galati, Romania

-Training the new customer support agents
-Validating the resolutions of the new customer support agents
-Helping the customer support agents with the resolution of the customer's problem
-Updating the procedures in the knowledge data base
-Generating hourly production and quality reports
-Individual coaching for the agents with low results
-Managing the periods of systems outage

Oct 2006 - Mar 2013

Customer Support Agent (Conseiller Clientele)

Webhelp Roumanie, Galati, Romania

SFR - Resolution of commercial complaints of the customers of SFR, by email and letters
-Operating refunds, escalations and logging in the specific databases
-Reporting general problems

Neuf Cegetel – Cancellation of contracts
-Operating administrative changes in the clients database

Club Internet – Troubleshooting connection problems
-Handling modem/router configurations
-Email protocols configuration
-Identifying ADSL line problems and escalating them to the local support

Education

Education
Oct 1993 - Jul 1997

Bachelor

Lower Danube University, Romania

English and French Literature

Sep 1989 - Jun 1993

Major in Theoretical Mathematics

‘Vasile Alecsandri’ College,  Romania

Minor - Physics

Skills

Skills

French Language

Full professional proficiency

English Language

Full professional proficiency