Years of professional experience
Petra Lacková
Bratislava
Summary
Driven individual with knack for problem-solving, seeking opportunity as Business Analyst. Possesses strong analytical skills and effective communication abilities, honed through previous roles in IT and Service Support. Committed to enhancing operational efficiency and providing robust support to ensure seamless production processes.
Overview
10
10
4
4
Years of computer science studies at Secondary Grammar School
3
3
Years of unfinished Film Studies at Masaryk University
34
34
Years of continuous personal growth
Work history
Production Analyst
FNZ
Brno
2025.08 - Current
- Incident Triage & Resolution: Investigating, diagnosing, and resolving platform issues, often working closely with developers and internal subject matter experts.
- Platform Monitoring: Running daily platform health checks, supporting incident management, and following operational playbooks/runbooks.
- Client Communication: Acting as the bridge between the technical team and internal/external stakeholders, maintaining clear communication on incident status.
- Problem Management: Analyzing the root causes of recurring incidents and recommending scalable, long-term solutions to minimize future issues.
App/Cloud Support Specialist
Accenture
Bratislava
2022.05 - 2024.05
- Incident Management: Diagnosing and resolving system issues, slow response times, and incomplete data.
- Environment Maintenance: Supporting environment integration, release management, and migrating code between staging and production.
- Cloud & Platform Support: Working directly with public cloud providers, APIs, and client-specific IT operating models.
- Collaboration: Partnering with agile development teams, infrastructure leads, and third-party vendors.
- Ensuring the functionality of IT systems and services based on operational requirements and agreements on the level of service provision.
Business Analyst - AccessHub L1 Support
IBM International Service center a.s.
Bratislava
2020.05 - 2022.04
- Access management experience for all types of users across the global IBM enterprise
- Main activities related to the execution of access requests and access control
- Managed access in compliance with all IBM corporate security standards and the process for each individual application
- Responsible for being familiar with Security administration and following Global Access Management process
- Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area, following internal processes requirements
- Support volumes of proceed tasks as Grant Access, Control Access, Problem Management & User Support, Change Management, Business Controls and Reconciliation
- Maintained and updated operating procedures, working instructions, and support documentation.
ICT Service Desk
Fabory CZ Holding s.r.o.
Brno
2019.08 - 2019.11
- Communication and operation in international environment with business users and inside matrix organization
- Adapting to changing priorities, policies and applications
- Monitoring several online business activities (IDocs, BDocs, etc.)
- Ensuring consistent and fair application of IT and security policies and procedures
Process Executive
Infosys (Czech Republic) Limited s.r.o.
Brno
2019.04 - 2019.07
- Point of contact for L1 Service Desk.
- Investigating issues engaging with problem management
- Continual service improvement activities.
- Provide guidance to users on next steps to resolve Access issues
E-shop Administrator / Shop Assistent
Cyklospeciality.cz
Brno
2018.06 - 2019.03
- Order processing / billing
- Completion of e-shop records
- Database management
- Support for branch stores
- Customer service / handling complaints
Helpdesk and Transport Support
Arvato Services a.s.
Brno
2016.11 - 2018.03
- Customer support via phone, email, ticketing tool
- Handling claims, warranty and post-warranty repairs
- Providing transport, working with internal ERP system
Education
Graduate - Informatics
Secondary Grammar School
Banska Bystrica 2007.09 - 2011.06
Skills
- SQL
- Splunk
- VMware
- Linux/Windows Admin - basics
- Amazon Web Services
- Microsoft Azure
- Data analysis
- Microsoft 365 administration
- Jira
- Salesforce
- ITIL knowledge
- Cloud computing
Websites
Languages
Slovak / Czech
Fluent
English
Fluent
Spanish
Elementary
References
- Jan Cermin, FNZ
- Lubomira Centiková, Accenture
- Beata Gierová, IBM
Hobbies
Culture, Cinema, Philosophy, Music festivals, Cooking, Bikepacking, Maps
Timeline
Production Analyst
FNZ
2025.08 - Current
App/Cloud Support Specialist
Accenture
2022.05 - 2024.05
Business Analyst - AccessHub L1 Support
IBM International Service center a.s.
2020.05 - 2022.04
ICT Service Desk
Fabory CZ Holding s.r.o.
2019.08 - 2019.11
Process Executive
Infosys (Czech Republic) Limited s.r.o.
2019.04 - 2019.07
E-shop Administrator / Shop Assistent
Cyklospeciality.cz
2018.06 - 2019.03
Helpdesk and Transport Support
Arvato Services a.s.
2016.11 - 2018.03
Graduate - Informatics
Secondary Grammar School
2007.09 - 2011.06