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
Similar Profiles
Ian R PlockiIan R Plocki
ATM Technician at Diebold NixdorfATM Technician at Diebold Nixdorf
Brian SindledeckerBrian Sindledecker
Sr. Field Service Technician at Diebold NixdorfSr. Field Service Technician at Diebold Nixdorf
Sandeep SirviSandeep Sirvi
Tech Support Specialist at Diebold NixdorfTech Support Specialist at Diebold Nixdorf
Dallas DeNunzioDallas DeNunzio
ATM Technician at Diebold NixdorfATM Technician at Diebold Nixdorf
Emma McKillopEmma McKillop
Arcade Assistant at Top FunArcade Assistant at Top Fun