Thomas Blatti

Ensuring that appropriate policies, processes and procedures of Problem Management are effectively implemented leading to increased system stability and greater customer satisfaction at a lower cost. Providing leadership and direction to all participants, whether Business Unit, vendor or EIT, engaged in the delivery of ITIL Service Support Processes. Leading the development and oversight of continuous improvement of processes and practices. Responsibilities include:  acting as the primary contact point

Establishing and maintaining an oversight of the vendors’ Incident and Problem Management operations and ensuring that Incident and Problem Management services were delivered effectively and efficiently and they conformed to the Bank’s view of the ITIL framework. Providing governance and guidance on the day to day operations and ensure the Bank’s customers and business stakeholders gained the best possible standard of service and availability. Collaborating with equivalent positions in the Bank’s busi

Marketing and sales interface during the pre-sales period to assist sales in correctly configuring systems and presenting Customer Service to prospective customers. Pre-installation activities including site planning, coordination, customer pre- installation review, development of installation plans. Hardware and software product (Microsoft Server 2003, XP, ISA, SBS 2003) installation and upgrade, customer preventative maintenance requirements, customer shared maintenance training.

Service Desk Manager and Problem Manager in an ITIL compliant environment. Responsible to identify causes of incidents and analyze trends of incidents. Implementing a RFC procedure. Documenting problems, known errors, RFCs and workarounds in INFRA. Enhancing the support process by analyzing and optimizing the support process flow. Separating Incident and Problem Management to ensure that incidents are resolved quickly and problems are analyzed, documented, tracked and resolved.

Identifying and classification of recurring IT operational issues to identify root cause with the help of the System Administrator/Network Manager and external resources (Microsoft, IBM, HP). Documenting any known errors and creating RFCs to hand over to Change Management. Status reports about problems and known errors to Management. Reporting of workarounds to the IT technicians at the sites.

Microsoft SBS Windows 2000 Server implementations and support of customers, implementation/integration of technical, electronic LAN/WAN communication facilities and user-oriented communication applications.

Co-responsible for new implementation of 2nd level support (Problem Management) at UBS, specializing in problem analysis, -documentation and -solutions in Windows NT 4.0 (OS and applications) as well as the intranet area.

Second level support of the bank-specific platform EUPD (NT 4.0), second level support of legacy systems such as Windows for Workgroups 3.11, Windows NT 3.51 / 4.0 and Windows 98, ensuring interface to various contact points, passing on function-specific information to internal bank users, creation of web pages.

Responsible for training, IT support and managerial tasks within the department. Responsible contact person in SWIFT 2 matters.

Office apprenticeship with certificate of competence