Robert Rikker Email & Phone Number

Budapest, Budapest, Hungary

Budapest, Budapest, Hungary

Budapest

As part of Leadership team, directly reporting to President,o Execute the development and implementation of global support strategy to redefine customers' perception o Drive the operation of the Support Teams globally by productivity, efficiency, utilization, quality, and financials o Plan and approve resource management, planning allocation, FTE utilization o Engagement with the other departments in solution delivery, process improvement and resource distribution o Lead strategically both new and already existing support teams in all regions o Contribute to contract structure for extended services o Ownership of support P&L o Team Leadership (recruitment, career management, compensation, goal-settings, performance reviews, professional development, and training, etc)

Budapest, Hungary

As part of Service Management teams like Problem Management (PM), Continuous Service Improvement (CSI) and Service Desk (SD) teams:o Recruited and managed teams like IT Service Management (SM) Reporting and ITSM Application Support Team (CRM) o Oversaw and comprehensibly led IT Service Management Reporting and CRM Application Support Teams o Drove profitable operations by simultaneously minimising the financial and reputational impact and loss of P1 service outages via 3rd level escalations during the restoration process while keeping stakeholders informed as Major Incident Manager o Reconstructed and automated IT SM Reporting services including management and operation reports o Managed all aspect of CRM ticketing tool (Ivanti ITSM) within the organisation all across EMEA and APACo Developed recommendations concerning opportunities for Service Management policies and processes (in Problem, CSI, Major Incident, Change, CMDB and Service Request) introduction and modernisation in various projects from administration and technical point of view via reporting and product solutiono Recognised for process improvements that enhanced administrative duties (transparency, customer satisfaction, workforce management) by project deliveries when introduced CRM system solutions for business departmentso Encouraged and expedited a continuous service improvement culture and activities to increase further efficiency, quality, and control on staff within Service Management teams in order to meet challenging objectives.

IT Service Management, then Problem Management team:o Developed IT Service Management Reporting policy and process as part of Service Level Managemento Collaborated with ITIL owners and senior management in report portfolio creation o International visibility on detailed analysis of the results to the operation, provided insight into the drivers behind for the leadership across IT to ensure completeness/accuracy and help decision-makers improving their areaso Developed macro reports in Excel & Access (using SQL and VBA) to utilise resourceso Took part of introducing and administering ticket logging tool project(“Project of the Year Award” on the ITSMF Conference in 2012)

o Executed quality and operational control of the Incident Management Process via KPIso Proposed improvement solutions to the Unit Manager via reported KPIs, volumes and current incident trending o Diagnosed day-to-day performance and efforts on SLA/OLA issues and helped resolution for the Incident Managero Coordinated the introduction of a new ticketing tool (ServiceNow) as process expert and testero Guided the teams on operational and training issues and during inter-process activities

Budapest, Hungary

o Delivered customer support for Barclays (1st Line - Incident and Request Fulfilment)o Succeeded in setting up and introducing a new (backlog) team o Collaborated in Back Office project works, creating reports/presentations o Organised and maintained team activities as deputyo Trained colleagues on operational execution of delivered services (inviduals and small groups)

Graduated Pe - English Language & Literature, Education

Certificated Football Trainer, Coaching

Certificated Tourism Manager, Tourism And Travel Services Management

Secondary School Diploma, Economics