Rastislav Markus
Bratislava
Summary
Experienced IT Service Manager with a proven track record in operations management, customer service, and ITSM processes. Seeking new challenges and opportunities to contribute to a dynamic organization's success. Strong team player and customer-oriented professional with a passion for service improvement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Diebold Nixdorf
08.2018 - 12.2018
- Global Customers
- Lead major incidents, ensuring observance of SLA/OLA and timely resolution
- Conduct technical conference calls and provide regular managerial reports
- Coordinate incident resolution, involving internal and external stakeholders
- Facilitate debriefing calls and work closely with customers for incident process improvements
- Actively participate in problem management and continual service improvement
- Proficient in Excel, HPSM, EBS, Skype for Business, and Microsoft Outlook
Lead Incident Manager
Deutsche Telekom IT Solutions
03.2016 - 07.2018
- Established and led team of incident managers, defining operating processes and KPIs
- Validated, led, and escalated major incidents within network operations
- Coordinated incident resolution and provided regular managerial reports
- Collaborated with cross-functional teams and facilitated debriefing calls
- Handled incidents throughout their lifecycle, ensuring observance of SLA/OLA
- Proficient in Jabber, SM9, and Microsoft Outlook
VIP Chauffeur
Crawfords Chauffeur
03.2006 - 12.2015
- Provided exceptional chauffeur services to top clients from business, politics, and entertainment
- Passed Topographic exam of Greater London
- Developed strong relationships with corporate clientele
- Ensured seamless and luxurious experience for VIP clients
Team Lead, Receptionist
Cosmo Car Park
11.2004 - 11.2005
- Managed customer inquiries and provided meet and greet service
- Handled cash transactions and invoicing
- Implemented efficiency improvements within car park operations
- Planned work schedules and conducted car inspections
- Maintained high level of customer satisfaction
- Handle escalated customer issues
Lifeguard, Pool Operator
Century Pool Management Inc
04.2004 - 10.2004
- Oversaw operations of five pools within Boston area
- Conducted pool preparation and maintenance tasks
- Performed water chemistry tests and ensured compliance with regulations
- Managed pump and filtration system maintenance
- Provided lifeguarding services and ensured pool safety
Sales Assistant
NAY Elektrodom
03.2002 - 03.2004
- Assisted customers with product selection and provided recommendations
- Completed sales transactions and maintained shop stock
- Assembled custom PCs based on customer requirements
Education
GCE A Level -
Electrotechnical High School
Kosice, Slovakia06.1998
Skills
- Strong leadership and interpersonal skills
- Excellent oral and written communication skills
- Strong organizational and time management skills
- Proficient in MS Office, Windows OS, iOS
- Familiarity with Webex, MS Teams, Skype for Business, SharePoint, HPSM, and ServiceNow
Languages
Slovak
Native language
English
Advanced
C1
Czech
Proficient
C2
Polish
Advanced
C1
German
Elementary
A2
Certification
- ITIL v3 Service Operation
- ITIL v3 Foundation
- Kepner Tregoe Resolve training
- Successfull sales II. ‑ Transfer Slovensko
- PCO Topographic exam of Greater London
- American Red Cross ‑ Lifeguard and CPR for professional rescuers
- National swimming pool foundation (USA) ‑ Certified pool operator
Timeline
Major Incident Manager
Diebold Nixdorf
08.2018 - 12.2018
Lead Incident Manager
Deutsche Telekom IT Solutions
03.2016 - 07.2018
VIP Chauffeur
Crawfords Chauffeur
03.2006 - 12.2015
Team Lead, Receptionist
Cosmo Car Park
11.2004 - 11.2005
Lifeguard, Pool Operator
Century Pool Management Inc
04.2004 - 10.2004
Sales Assistant
NAY Elektrodom
03.2002 - 03.2004
GCE A Level -
Electrotechnical High School
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