Michaela Dlouhá Email & Phone Number

Amsterdam, North Holland, Netherlands

- managing reactive and proactive end-to-end Problem Management Process- institutionalizing ITIL best practices in the area of Problem Management, resulting in consistent execution of Root Cause Analysis (RCA), Corrective Actions and Preventative Actions- ensuring critical Problem Management IT Information Library (ITIL) processes are optimally designed, executed, and managed across the service life cycle- providing and presenting reporting of metrics for Problem Management process, showing areas of accomplishment and opportunities for continual improvement- directly working with teams for RCA investigation and identification of root cause- analyzing the cause of the reoccurring incidents by following the problem management methodologies- managing problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution

Eindhoven A Okolí, Nizozemsko

- main responsibility residing with SLA, tickets and performance reporting build and delivery leading to consequential follow-ups based on opportunities and gaps identified- reviewing contractual obligations and directing service delivery and processes towards contractual needs- building up service level management plan including enhancements in service monitoring delivery- continuous engagement and monitoring of critical areas requiring immediate improvements such as problem management and capacity management- closely engaged with CSI and quality management- acting as primary stakeholder for reporting team with delegating assignments identified internally or collected from client- reviewing and utilizing outputs from reporting team for data and information driven improvements- engaging with all internal and external stakeholders to improve service quality and processes- leading technical client monthly business reviews and regularly participating and presenting in other business meetings- built up and continuously improving relationship management with client- mentoring an Associate Service Level Manager whilst expanding the SLM portfolio and its best practices to other NL strategic clients

Hlavní Město Praha, Česká Republika

- taking up pro-active ownership of reporting lead role for ASML client (NL)- responsible for entire end to end report development cycle including both back and front end based on best practices- providing recommendations for most suitable presentation of data- created reporting portfolio in MS Power BI based on contractual and internal KPIs- applying activities leading to continuous improvement of the portfolio- leading and presenting the data story on regular basis to internal stakeholders and turning that into information and knowledge about our client’s journey identifying, addressing and driving strengths, risks and opportunities for improving quality of the service

Prague, The Capital, Czech Republic

- co-leading global project of building Global ISM reporting dashboard in MS Power BI- build and maintenance of MLEMEA financial reporting in MS Excel- monitoring of regional KPIs, telepresence and Request IT ordering portal usage- monitoring of deprovisioned and deleted stale accounts- coordination of software delivery from packaging team to end-users- back-end maintenance of internal Request IT ordering portal as a catalog admin- coordination of signature process of beneficial subagreements under GWSS project- communication with in country ISM leads, service supplier ITS and other global respective teams

Prague, The Capital, Czech Republic

- providing support to Service Delivery Managers team (DGFF)- regular update and negotiation of Service Level Agreements- direct communication with Service Owners and other respective teams worldwide- reporting based on data analysis, revision and updates- supporting preparation of Service Performance Reviews with customers- data maintenance and update- monitoring of KPIs and follow up if required- active involvement in projects as a:1. Content Quality Assurance consultant in Request IT project- responsibility for consistent structure across all infrastructure services in Request IT- coordinating procedures with cross-functional teams to deliver services on time and in a high quality2. KB articles implementer in Request IT project- creation and updating of Knowledge Base articles in GSN based on the Request IT quality standards- adoption of HTML basics

Chester, California, Usa

- greeting and welcoming guests- describing menu items and specials- taking orders and cash/card payments- serving food and beverages- side work, including assisting in the kitchen

Hlavní Město Praha, Česká Republika

- personal, phone and email communication with VIP long-term and short-term clients- check-in/check-out of guests- processing demands and finalizing bookings- creating convenient offers- solving customers´ complaints- issuing reports- delegating tasks and accompanying guests to apartments- providing information and reserving concierge services

Hlavní Město Praha, Česká Republika

- calling and inviting applicants on job interviews- handling and archiving personal folders- stowing documents

Hlavní Město Praha, Česká Republika

- personal, phone and email communication with potential clients and on-line reservation portals- dealing with clients´ inquiries, creating offers and price lists- confirming reservations and issuing accommodation vouchers- providing information to tourists- co-operating with reservation channels and social networks- issuing reports- delegating guests- providing concierge services

Santa Barbara, Kalifornie A Okolí, Usa

- completed one week sales school training in Nashville, TN, USA- worked 80+ hours a week as an independent contractor in door-to-door sales of educational products- established success principles of selling – communication, self-motivation, schedule, time management, teamwork, attitude and problem solving skills, being enthusiastic- executed all ordering, inventory, cold-calling, sales, presentations, accounting and scheduling

Hlavní Město Praha, Česká Republika

- assisting passengers when proceeding their self check-ins- assisting passengers with boarding at gates- taking care of unaccompanied minors flying on their own- providing information to passengers

Hlavní Město Praha, Česká Republika

ONLY July/August 2008, July/August 2009, July/August 2010- assisting accountants with processing accounting for clients- administrative support (scanning, sorting, ordering, sticking of bookkeeping documents)- support at reception- communication with revenue authorities

Master'S Degree, International Relations And Affairs

Bachelor'S Degree, International Relations And Affairs