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Roberta Ota

Business Application Support at IBM Brno

Work experience

Jun 2015Present

Business Application Support - 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 2013May 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 2013Dec 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 2013Aug 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 2006Mar 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

Oct 1993Jul 1997

Bachelor

Lower Danube University, Romania

English and French Literature

Sep 1989Jun 1993

Major in Theoretical Mathematics

‘Vasile Alecsandri’ College,  Romania

Minor - Physics

Skills

French Language

Full professional proficiency

English Language

Full professional proficiency