Andrej Pazdera Email & Phone Number

Bratislava, Sk

Bratislava, Slovakia

Bratislava, Slovakia

Delivered technical support to Quest customers, with a specifc focus onMicrosoft Exchange and SQL-based products.Troubleshot customer issues by recreating them in support lab environmentsand diagnosed potentially complex issues, ensured effective communicationof solutions to customers.Managed a personal queue of customer issues, ensured follow-up untilresolution, and collaborated with other departments such as R&D, Sales, andProduct Management to resolve escalated issues.Developed and published documentation within a customer-centricKnowledge Centered Support (KCS) environment.Conducted product training sessions for fellow engineers.

Bratislava, Slovakia

Responsible for handling internal IT incidents and requests received throughvarious channels such as email, phone, and service desk application.Effciently logged incidents and requests in the service desk application,collected all necessary information and effectively managed and prioritizedworkload and escalations.Ensured compliance with Service Level Agreements (SLAs) by tracking andmeeting required response and resolution times.Provided regular feedback to relevant parties regarding open issues, includingstatus updates, and actively monitored the validation and closure of tickets.Utilized advanced monitoring tools to continuously monitor the ITenvironment and services for any potential issues or disruptions.

Bratislava, Slovakia

Received and recorded incidents via phone and email.Diagnosed the causes of malfunctions.Solved requests and incidents, gathered information for further levels ofsupport.Escalated unresolved incidents to a higher level of support.Informed users about the status of their requests.Monitored selected network elements.