Expert Profile: Snooker147
Snooker147
Profile title:ITIL IT Service Manager
JoinVision-ID:Snooker147
Citizenship:Austria
Year of birth:1970
 
Languages:German: native speaker
Croatian: perfect
Serbian: good
English: good
Slovenian: basics
Education
Date:March 2008 - March 2008
Type of training:SLAs und Service Verträge in der IT rechtssicher gestalten
 
Date:January 2007 - June 2007
Type of training:Cours, Projektleiter-Ausbildung
 
Date:April 2005 - June 2005
Type of training:Certification, ITIL® IT Service Manager, ITSM Partner (EXIN)
 
Date:November 2003 - November 2003
Type of training:Certification, ITIL Foundation, HP
 
Date:September 2003 - September 2003
Type of training:Cours, Unicenter ServicePlus Service Desk - Administrator Ausbildung, Computer Associates
 
Date:March 2001 - March 2001
Type of training:Cours, Windows NT 4.0 Cloning und Softwaredistribution, IIR
 
Date:May 1999 - May 1999
Type of training:Cours, Microsoft Word Zertifizierung
 
Date:September 1986 - June 1990
Institution:Ausbildung zum Vermessungstechniker & Technischen Zeichner, Vermessungstechnik
 
Date:September 1985 - June 1986
Institution:Höhere Technische Bundeslehranstalt, 1100, Wien Pernerstorferg 81, Maschinenbau
 
Date:September 1981 - June 1985
Institution:Hauptschule, 1110 Wien
 
Date:September 1977 - June 1981
Institution:Volksschule, 1110 Wien
Professional experience
Date:since: January 1999
Occupation or position held:Head of IT Service Management
Company:First Data (ehem. Austrian Payment Systems Services GmbH) (Employee, Team leader)
Details:

Currently employed as Head of ITSM in Austria & Change Manager in Austria, Italy, Slovakia.

Responsible as IT service manager for the introduction of ITIL in Austria, as well as support for the introduction of the ITIL processes, Incident- Problem- and Change- Management including service desk, the business units in the UK, Slovakia, and Germany.

  • Project Management - Business Continuity Process.
  • Process design, project management, organizational, customer support.
  • Management and coordination of the (breakdown) incident management team.
  • Monitoring the incident and problem management.
  • Escalation for the level of production located Services.
 
Date:September 1996 - December 1998
Occupation or position held:Bank employee, ATM care, transportation money
Company:Österreichische Verkehrskreditbank AG (Employee)
Details:

Employed as a bank clerk in ATM care and transportation money.

 
Date:September 1986 - June 1996
Occupation or position held:Qualified land surveyor & Technical illustrator
Company:Vermessungsbüro Dipl. Ing. Meixner (Employee)
Details:

Employed as a survey technician and technical draftsman. Surveys in the technical field with longer abroad in Russia and Germany.

Selection of some well-known projects:

  • General Motors Austria Vienna-Aspern; machine measurements and precision measurements
  • Marchfeldkanal; stakeout of the tube- route
  • Former Soviet Union Hotel National (Red Square, Manege Square); Construction site care, indoor surveying, territorie mark out and Facade measurement
  • Szentgotthard, General Motors, production facilities;Land Surveying
  • Vienna Hofburg; survey of historic buildings
Resume - additional data

My current responsibilities as IT Service Manager include:

  • Process design of the ITIL disciplines, mainly Incident, problem, and change management processes
  • Coordination of the implementation of all ITIL processes (including Service Desk)
  • Coordination and management of the incident management teams
  • Preparation, and maintenance of SLA, OLA and UC
  • Creation and control of statistics and reports (KPI's)
  • Preparation and holding of ITIL process trainings
  • Creation of documentation, and process descriptions
  • Escalation level for services that are in production
  • Introduction, development and maintenance service catalog
  • Consulting and cooperation at the EMEA wide introduction of ITIL (incident, problem and change management processes, as well as service desk, CMDB and service catalog) in the company
  • Coordination and control external implementation partner

I am inventor and developer of the company's local service catalogue, which is often used as a basis for the creation of SLAs used.

Systematic, itself initiated education as ITIL IT Service Manager, completes my profile.

My personal and professional strengths include:

  • Analytical, process and Targeted thinking
  • Good empathy and motivation of employees
  • Good organizational skills

My boss likes about me my loyalty and reliability.

Experience Profile
Field of activityExperience [years]
Consulting/Education 5.0
IT Organisation / Analysis 3.0
Marketing/Sales/Accountma... 1.1
Personnel Management 2.2
Produktmanagement/Support 3.9
Project Management 4.1
Quality Management 1.4
Systemadministration/Betrieb 2.0
SkillExperience [years]
ITIL 5.0
MS Office 4.0
Windows 2.5
Career aspiration
Type of occupation:Regular employee
available from:01/05/2012 at 100 %
Desired position(s):Co-worker, Department manager, Project manager, Team leader
Desired field of activity: Quality Management
Consulting/Education
Systemadministration/Betrieb
IT Organisation / Analysis
Project Management
Personnel Management
Mobility:middle
Assignment location:Austria, Baden, Mödling, Vienna, Wien-Umgebung