Peter Biely Email & Phone Number

South Moravian Region, Czechia

District Brno-City, Czech Republic

• IT problem management and IT customer care• Systems implementation and planning for pre-approved products and applications• Configurating new PCs with the standard AT&T image and delivery to the end-users• Performing installation, configuration, analysis, and troubleshooting of desktop software and hardware, network components, remote access, and other IT infrastructure and telecommunication matters as well as ensuring that all supported client software performs to specification• Integrating new software into the standards that apply to the software and hardware platforms specified in AT&T’s Technology Strategies & Standards• Responsibility to test and implement applications that have diverse degrees of complexity (client/server, mainframe or PC applications)• Ensuring that users are in full compliance with company standards, security, and are fully licensed• Making sure vulnerability and security tools, such as anti-virus programs and access policy, are implemented on operating system configurations • Responsibility for keeping inventory of all machines and data equipment current• Securing a positive working relationship with all other IT operations locations, customer service and support centres and maintains interactive procedures with the other customer focused groups, so that problems are resolved as quickly as possible• Working closely with the TSI International Service Desk, and other members of the TSI International team to ensure delivery of premium support• Supporting the IT customer satisfaction initiatives so that all are aware, understand and comply with requirements and standards• Diffusing client dissatisfaction by negotiating workarounds when problems are not resolved per service level agreements• Maintaining a very customer focused attitude

Brno, South Moravia, Czechia

• Providing technical leadership for Microsoft(Czech Republic, Slovakia, Hungary) consumer support team.• Driving technical expertise and timelines of support delivered from the team.• Identification of the root cause and solution recommendation.• Mentoring technicians through coaching and providing case feedback (10 people).• Escalation to Microsoft, Case wellness, Reducing backlog, Achieving customer satisfaction.• Monitoring agents and their work on tickets and forums.• Technical organization of technical support activities on Microsoft forums, phone tickets and web tickets.• Helpdesk for customer service agents, Coaching personal support agents. (12-14 people)• Stand-in for Team Manager.• Analyzing logs (installation logs, memory dumps, process monitor capture, network monitor capture, event logs, and application specific logs).• Deeper troubleshooting of Microsoft products for end-customers which contains Windows XP, Vista, 7, 8, Office 2003, 2007, 2010, 2013, Microsoft security essentials.• Using troubleshooting applications such as Network monitor, Process monitor, Windows Debugging tools

District Brno-City, Czech Republic

• Second level technical support of Microsoft products for end users and business customers • Accepting-identifying-solving-resolving customers´ issues • Achieving of required KPIs, SLAs, CSAT• Communication with international Microsoft GTSC (escalations, bug identifications, problem collaboration) • Providing technical trainings (classroom and individual) • Moderating technical support forum http://answers.microsoft.com/cs-cz • Knowledge base articles development http://support.microsoft.com/?ln=cs • Regularly study of new products with knowledge tests• Technical helpdesk for Customer SupportMicrosoft Certified IT Professional (70-680, 70-685) | Microsoft Certified Licensing Specialist | System administrator and troubleshooting knowledge of Microsoft operating systems (XP, Vista, 7, 8) Troubleshooting knowledge of MS Office suites (XP, 2003, 2007, 2010, 2013, 365, Office for Mac) | User knowledge of Mac OS | Advanced knowledge of computer networks (TCP/IP) | Very good orientation in computer HW Experience with virtualization technologies from MS (Virtual PC, Virtual Server, Hyper-V) Experience with problem management systems (CAP, Clarify, MSSolve)

District Brno-City, Czech Republic

• Licensing consultant for Microsoft products• Providing pre-sale and post-sale support and information about standalone products and network solutions, specialization in licensing policies • Communication with business customers, certified partners, distributors, IT professionals, developers, as well as end users • Cooperation with other Microsoft departments • Making reports, coaching agents, providing helpdesk for new hires, managing team as Senior agent• Regularly study of new products with knowledge tests• Development Center participation (aimed for self-improvement in managerial skills)