Veronica Falke
Angestellt, Service Transition Manager, IBM Hungary Aviation Industry Services Kft.
Ungarn
Werdegang
Berufserfahrung von Veronica Falke
Bis heute 8 Jahre und 2 Monate, seit Mai 2016
Service Transition Manager
IBM Hungary Aviation Industry Services Kft.
5 Monate, Dez. 2015 - Apr. 2016
Incident Manager
IT Services Hungary Kft.
Incident Management in Service Transition and Service Operation for new project. Deep involvement in the set up of the new services: •Process creation and documentation for INM. •SLA setup •Order and change management. •Building up the Knowledge database. •Access management •Incident management •Tracking incidents and provide professional support between relevant departments. •Training of new processes to Service Desk colleagues.
9 Monate, Apr. 2015 - Dez. 2015
Incident Manager
IBM Hungary Aviation Industry Services Kft.
• Incident Management on ITIL standards. • Application monitoring • Keeping contact with customers, providers and relevant departments • Tracking incidents and provide professional support between relevant departments • Ensuring high-level availability solutions • Opening and handling of incidents • Solving service request for the customer • German & English constant communication (written & oral)
1 Jahr und 5 Monate, Dez. 2013 - Apr. 2015
Incident Manager
Lufthansa Systems
• Incident Management on ITIL standards. • Application monitoring • Keeping contact with customers, providers and relevant departments • Tracking incidents and provide professional support between relevant departments • Ensuring high-level availability solutions • Opening and handling of incidents • Solving service request for the customer • German & English constant communication (written & oral)
1 Jahr und 9 Monate, März 2012 - Nov. 2013
Service Desk Agent
Lufthansa Systems
First and second-level support to customers worldwide (mainly Germany and the USA). First and second level support: Workstation and user management (Active Directory), network printers, Blackberry, SAP and Citrix, following ITIL standards.
Sprachen
Englisch
Fließend
Deutsch
Gut
Spanisch
Muttersprache