Robert Kosina Email & Phone Number

Sopron, Hu

Vienna, Austria

Budapest

RESPONSIBILITIES:Managing the daily operation various IT delivery teams providing infrastructure, security, application, collaboration and virtualized workplace services for multiple accounts.Acted as the SPOC for clients, operation teams and 3rd party suppliers to ensure SLA compliance of delivered services, management of customer request and escalation.Managing incidents and fulfillment of customer requestsPrepared monthly billing data of delivered services to be… Show more RESPONSIBILITIES:Managing the daily operation various IT delivery teams providing infrastructure, security, application, collaboration and virtualized workplace services for multiple accounts.Acted as the SPOC for clients, operation teams and 3rd party suppliers to ensure SLA compliance of delivered services, management of customer request and escalation.Managing incidents and fulfillment of customer requestsPrepared monthly billing data of delivered services to be chargedPROJECT:Coordinated and controlled proper handover of deliverables of four transition projects for go-live and BAU operations in terms of messaging and dynamic workplace servicesDrove improvement of communication and service delivery processes to increase customer satisfaction Show less

Budapest

RESPONSIBILITIES:Developed tailor-made solutions via MS Excel VBA for process and task automation and development for various business units (TAX, AP, Sales)Created scheduled KPI reports of finance, supply chain and IT processes for SSC leadershipPrepared Vodafone’s global monthly handset sales dataDelivered KPI Dashboard about finance, supply chain & IT processes run by the SSC & 25 Vodafone companies to SSC leadership.PROJECTS:Acted as consultant/project advisor… Show more RESPONSIBILITIES:Developed tailor-made solutions via MS Excel VBA for process and task automation and development for various business units (TAX, AP, Sales)Created scheduled KPI reports of finance, supply chain and IT processes for SSC leadershipPrepared Vodafone’s global monthly handset sales dataDelivered KPI Dashboard about finance, supply chain & IT processes run by the SSC & 25 Vodafone companies to SSC leadership.PROJECTS:Acted as consultant/project advisor and trainer of Lean and Six Sigma methodologies for improvement projects driven by the SSC’s internal Continuous Service Improvement ProgramLed the Service Desk ITSM Tool automation project achieving 12% efficiency increase Show less

Budapest

PROJECTS:Responsible for process and knowledge transfer in the outsourcing project transitioning the Service Desk functions of Vodafone Germany and Hungary to Hewlett-Packard covering Blackberry device and user administration, Cisco VPN user administration, RSA Secure ID card administration, user management support based on Active Directory and LDAP directory services, etc.Implemented ITIL based Service Desk support model and processes as part of the global ERP transformation… Show more PROJECTS:Responsible for process and knowledge transfer in the outsourcing project transitioning the Service Desk functions of Vodafone Germany and Hungary to Hewlett-Packard covering Blackberry device and user administration, Cisco VPN user administration, RSA Secure ID card administration, user management support based on Active Directory and LDAP directory services, etc.Implemented ITIL based Service Desk support model and processes as part of the global ERP transformation project covering Change Management, Major Incident Management, coordination of high priority events‘ solution with Service Delivery teams and service partners (Accenture, IBM, Arvato). Coordinated the Service Desk enablement and preparations activities for UAT, TCO, Go-Live, Hypercare/Triage and BAU phases in SAP release waves for 25 Vodafone companies, also supported new releases locally at Vodafone UK and Netherlands.Led Service Desk operational standardization and automation project increasing efficiency by 12%Responsible for standardization activities to enhance application of use cases in SAP User Management and comply with corporate policiesTransitioned Service Desk reporting & SAP User Management processes/functions to VF SSC India.Managed VOIP / Unified Communications (Cisco & Microsoft products) service support delivery for multiple, simultaneous customer-onboarding projects, standardized service implementation activities, created process descriptions and work instructions, facilitated product and support model training for new customers. Show less

Budapest

RESPONSIBILITIES:Managed ca. 12 IT specialists of the Help Desk by prioritizing, delegating, tracking assigned tasks Controlled and reported on the daily operation and performance of the Help Desk and internal IT delivery teamsTracked reported incidents and service requestsCoordinating escalated IT eventsLiaised with Service Delivery ManagementCreated KPI reportsGained experience in process improvement, project, and team managementTRAINING:Achieved Sic… Show more RESPONSIBILITIES:Managed ca. 12 IT specialists of the Help Desk by prioritizing, delegating, tracking assigned tasks Controlled and reported on the daily operation and performance of the Help Desk and internal IT delivery teamsTracked reported incidents and service requestsCoordinating escalated IT eventsLiaised with Service Delivery ManagementCreated KPI reportsGained experience in process improvement, project, and team managementTRAINING:Achieved Sic Sigma Green Belt certificationPROJECTS:Participated Incident handling project as Service Desk Senior User to improve end-to-end incident management process involving Service Desk, 2nd Level support, and application development, Six Sigma Green Belt project member. Achieved 60 % process efficiency increase.Led Six Sigma cross-functional project with HR & IT to speed-up new employees’ hiring & onboarding process by streamlining the process of granting role specific set of permissions in the relevant IT environment. The outcome of the project served as the baseline for subsequently initiated Identity Management implementation project. Show less

Budapest

RESPONSIBILITIES:Performed ITIL based 1st Level business application and SAP Catch & Dispatch support in incident, major incident, change, problem and knowledge management for multiple international accounts(British American Tobacco, Heineken International, T-Mobile Austria, Schlumberger)Implementation of Knowledge Management tool and methods; Tool support and administrationCreated scheduled and ad-hoc/ on-demand KPI reportsTRAININGS: Organized and held Trainings and… Show more RESPONSIBILITIES:Performed ITIL based 1st Level business application and SAP Catch & Dispatch support in incident, major incident, change, problem and knowledge management for multiple international accounts(British American Tobacco, Heineken International, T-Mobile Austria, Schlumberger)Implementation of Knowledge Management tool and methods; Tool support and administrationCreated scheduled and ad-hoc/ on-demand KPI reportsTRAININGS: Organized and held Trainings and workshops concerning - Knowledge Management - ITSM Tool (Peregrine / HP Service Center) - ITIL framework and service support processes the Service DeskOPERATIONAL DOCUMENTS:Conception, design and writing of the Operations Handbook according to ITIL processes (Incident, Change and Problem management)Conception, design and writing of Knowledge Management Admin HandbookPROJECTS:Executed Service Desk process and knowledge transition as part of Heineken International's outsourcing project, Amsterdam, Netherlands.Establishing ITIL conform support processes for the Heineken SAP Hosting services in the Service Desk process standardization/improvement project Transition of the Tivoli Enterprise Console Monitiring Tool from T-Systems Germany into Global Service Desk BudapestLead Six Sigma based quality improvement of the call handling process Show less