Martin Sebek

Managed cross-cultural team within European Service Management Center providing L1, L2 and L3 support 24/7 on IT Network Infrastructure services, which were outsourced by global logistic company. Handling Incidents, Orders, Changes, Projects and other special requests covering 60 000+ devices (mainly CISCO WAN - routers, MPLS, direct internet lines, W-LAN - switches, APs, WLCs and FxV - CUCM, PBXs, PSTN lines etc.) on 2000+ locations (DCs, Airports, Commercial offices, Warehouses etc.) across Europe.

Experience with complex migration of telecommunication services between two Global Telecom corporations involving 65 000+ IT Infrastructure devices across 2500+ locations of international logistic company within 28 European countries. > Participate on overall transition program preparation activities. > Coordinate cross-vendor, cross-functional, diverse global virtual teams across all hierarchical levels. > Manage 3rd party providers including budget control, and cost negotiations. > Reporting.

Responsible to control and lead SMC change management activities for DPDHL in European region. My team was first point of contact for customer with 2500+ locations in 28 countries, local and global providers and TEF internal teams, providing 1st and 2nd level of support on WAN, W/LAN, Fixed Voice and other services, handling 500+ changes per month from BAU/Standard Changes, IMACs, TEF or 3rd party scheduled works through complex changes and projects.

Resposnsible for effective implementation of Incident Management process within Service Management Center providing 1st level of support on incidents for customer across 20+ European coutries. > Ensuring that incidents are correctly processed by SD agents and other supporting teams based on SLAs, OLAs and agreed processes, helping with any process and technical issues. > Manage customer expectations, efficient communication, reporting. > Coordinate various IT Teams and Vendors, initiate escalations.

Responsible for managing the problem tickets lifecycle. Proactive problems identification by analysing repetitive incidents. Problem diagnosis and cooperation with global virtual technical teams on providing permanent solution or workaround until the problem is resolved. ITIL Problem management reporting.

Experience to work in a multinational project of Telefónica providing its services to one of the biggest companies in the logistics industry. Working as an agent in a service management center analysing and processing customer’s requests as orders, changes and incidents related to mobile, fixed voice and network services. Cooperation with other virtual technical teams in around 25 countries in order to deliver resolution for customer’s requests.

Cybernetics and compuer science Bachelor thesis: Ensuring high availabilty of services in distributed systems