Michaela Mitrova Email & Phone Number

Kosice, Slovakia

Kosice, Slovakia

• Currently working on AVPN Transport fallouts• Checking if automation correctly proceed with disconnection orders, analyze reasons of stuck orders, fixing the issues• Monitoring work-flow requirements to meet timelines and quality expectations• Processing orders manually when automation fail• Creating reports on regular bases, tracking kind and amount of fallouts • Cooperating with automation team and helping to reduce amount of fallouts by fixing the most common issues• Opening tickets to various teams to fix the issues with disconnection orders• Communication with customers, informing about statuses of on-going projects, escalation requests• Performing Level 1 escalation process in case of any internal teams are delayed with orders• Handling and resolving for customers any issues that are escalated for Management attention.• Upholding high level of communication skill, both written and verbal.• Accomplishing various trainings to improve my skills and knowledge of service

Kosice, Slovakia

• Managing the whole disconnection process in timely manner• Processing disconnection orders of network services and all associated activities for various US customers • Interfacing directly with the customers to validate data, communicate statuses of on-going projects, resolutions of escalated requests and answering other questions • Maintaining workflow, working effectively to ensure that all time-sensitive deadlines are met, managing backlogs• Data gathering across the tools, working with internal databases and checking if accurately reflect services• Communicating with Management on the status of tasks and workflows• Performing soft disconnections of the circuit lines• Responsible for billing stop, communication with account teams, controlling invoices• Managing retrieval process, cooperation with retrieval teams, making sure that all requested AT&T equipment has been returned and generating charges for non-returned equipment• Communication with technicians, gaining permission for access to the buildings • Performing escalation process

T-Systems Slovakia

• Active knowledge of ITIL, T-Systems processes, escalation procedures and support contracts that have been agreed within the organization• Main focus on prevention of Incidents, Route Cause Analyses and derivate actions towards permanent removal of problems • Responsible for assurance and increasing of quality within organization• Organize/participate on teleconferences/meetings with all required participants to inform about actions to be taken• Communication with customer and management regarding consequences, causes and development solution preparing and presenting• Creation of reports from BOXI – Business Intelligence, Report regular KPIs and participate in setting up actions in case of deviance to keep quality on expected level• Driving the efficiency and effectiveness of the Problem management process, defines improvements related to assigned process and quality initiatives and performance• Provides internal training and participates on education of new team members• Active participation on various international projects

T-Systems Slovakia

• Monitoring of servers, applications, network devices and SAP instances using Tivoli, Cosima, Cacti and other monitoring tools• Administration, installation, troubleshooting and data migration to administration to• Dynamic Computing Platform• Basic knowledge of Unix/Linux administration, Windows administration and providing the first level support for those platforms• Starting machines, checking connections, network, checking agents and processes, creating incidents from relevant events, routing and tracking of INMs

Slovakia

• Reduce costs of gas and electricity• Monitored and daily reported of demanded and produced electricity• Prepared graphs and presentations of price developments• Cooperate with Manager and team members• Type correspondence, reports and other documents• General office duties such as photocopying, faxing, mailing

Kosice, Slovakia

• Sell of telecommunication and internet services and products• Provide expert advice for customers• Make contracts with customers• Administrative tasks to resolve customer issues quickly and efficiently• Handle of complaints• Archive of documents• Proceed daily invoices• Increase store sales by selling merchandise• Technical support for troubleshoot mobile devices

Efficiency Engineer, Economics

Activities and Societies: French language course

Diploma Of Information Technology, Diploma Of Information Technology

Graduated From: Business Economic, Accounting, English Language, Slovak Language, Banking, Corporate, Finance, And Securities Law

Activities and Societies: Dancing class