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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
Title of the project:Head of IT Service Management
Company:First Data (ehem. Austrian Payment Systems Services GmbH) (Employee, Team leader)
Details:

Currently employed as Head of IT service management Austria.

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
Title of the project: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
Title of the project: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]
Personnel management 2.2
Project management 4.1
Consulting/training 5.0
Organisation/analysis 3.0
Quality-management/test 1.4
System administration/ope... 2.0
Product management/support 3.9
Marketing/sales/account m... 1.1
SkillExperience [years]
ITIL 5.0
MS Office 4.0
Windows 2.5
Career aspiration
Type of occupation:Regular employee
available from:01/08/2008 at 100 %
Desired position(s):Co-worker, Department manager, Project manager, Team leader
Desired field of activity: Personnel management
Organisation/analysis
System administration/operation
Consulting/training
Quality-management/test
Project management
Mobility:middle
Assignment location:Austria, Baden, Mödling, Vienna, Wien-Umgebung
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