I'm working as Engagement Manager / Senior Consultant in the field of ITSM. I'm a hybrid of service and project manager and technical / process consultant having managerial responsibility of one customership and technical architect responsibility for another.

I worked as service management consultant in Digia's SMO (Service Management Office) being responsible for Digia's ITSM development.

I was responsible for a big eCommerce customer, that has online shops in several countries. My duties included running the support services, helping the support team in their daily tasks and making their work as easy as possible, being actively in touch with the customer, keeping the needed repetitive meetings, doing the monthly invoicing and in general making sure that the service comes up to customer's expectations.

I had two main expertises:I worked with CA Service Desk Manager (CA SDM releases r12.1, r12.5, r12.6, r12.7, r12.9, r14.1) and the most important components related to its usage (Business Objects XI; CA Embedded Entitlements Manager; CA Process Automation...).My duties included i.e. being main responsible for developing CA SDM, developing and deploying incident management, request management and change management processes, deploying CA Process Automation.Starting from spring 2014 I started to work with Efecte ITSM products: ESM (formerly Efecte ITSM), ESS (Efecte SSC and SSP) and EIM (Efecte IDM). Since then I seized the Efecte ITSM solution and consider myself as professional using them.With both CA and Efecte ITSM tools I was responsible for creating specifications for customer projects and held workshops, demos and trainings in customer projects. Alongside with planning and administration, I also did implementations including Efecte template / CA SDM form adaptations and CA SDM localizations. Furthermore I also did ITSM solution offers for both product families.

I monitored the functionality of fixed telenetwork and accounted for starting the reparation process related to fixed network, hubs and transmission network (e.g. PDH, SDH and WDM techniques).This working period was my summer job 2009.

I served customers in fault and problem situations via phone and made service advising tickets when necessary.This working period was my summer job 2008.

I served customers in fault and problem situations via phone and made service advising tickets when necessary.This working period was my summer job 2007.

I served customers in fault and problem situations via phone and made service advising tickets when necessary.This working period was my summer job 2007.