Richard Mezger

• Project Manager leading the development of BMC Remedy (customer support system) across 28 countries • Creation, modification and deployment of operational processes – based on ITIL • Developed and implemented systems training for customers across 28 countries • Solution Architect and development manager for ‘Service Management Portal’ (SMP) – a customer facing ordering and support system built in-house on open source technologies.

• Lead transformation of Czech IT into global IT model. • Management of Czech IT team during transformation to Global IT • Creation/Modification of operational processes to support new business lines • Development and implementation of operating model and ensuring alignment with development process • Coordination of testing efforts for new application releases • Provide day-to-day operational support under the direction of the COO

• Design of operational processes (ITIL) for a new managed services business line • Project Leader for BMC Remedy system implementation • Lead analyst for SOX audit • Management of customer and support staff training on the processes and systems • Provided continuous improvement of existing processes by liaising with key stakeholders (esp., group managers and team leaders) and resolving process and procedural issues • Implementation and integration of BMC Products

• Led the review and validation of ITIL service desk processes. • Led Process audit to ensure compliance with SOX • Led the validation of process design with key stakeholders. • Led the validation of systems design with vendor and business stakeholders • Development of end user and support analyst training on the use of Remedy Service Desk.

• Initiate & Manage Projects with the goal of eliminating ongoing IT Problems • Delegation of tasks to the appropriate IT specialists and Teams • Managing the activities and efforts of various IT functions and vendors to ensure quick resolution of major issues. • Create/Maintain Disaster Recovery Plans for Central Operations • Led Process Improvmenet • Define and deliver Senior Management Reports • SLA and KPI Reporting

• Empire Time System Manager • Help Desk support for Central Europe • Direct the operations of Jr. Data Analyst Staff • Gather user requirements (esp., System & reporting) • Testing the Empire Time Implementation throughout Central Europe. • Write end user Support documentation. • Create & Implement user training throughout Central and Eastern Europe