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Work Background
OpenTextLead Technical Support Specialist – TEP4
Oct. 2008Prague, Czechia• Lead customer escalations across global regions, ensuring resolution of high-severity incidents within SLA timelines.
• I was acting as a backline support - dealing with escalations coming from L2 and CSRs teams, to simply solve the case in few minutes, and raise my hand up in victorious satisfaction and smile.
• Diagnose and resolve ( not limited to) LVM2, Multipath, SSH, Squid, and Socks service failures in customer environments.
• Provide support for Open Enterprise Server including NSS, NCS, eDirectory, DNS, DHCP, CIFS, and AFP.
• Analyze LAN traffic with Wireshark to identify COMMS, performance issues • Reproduce customer issues in lab environments and collaborate with development for patch or update solutions.
• Train junior engineers and documented solutions, significantly enhancing internal knowledge base and onboarding processes.
𝙆𝙚𝙮 𝘼𝙘𝙘𝙤𝙢𝙥𝙡𝙞𝙨𝙝𝙢𝙚𝙣𝙩𝙨:
➙ Resolved over 5,000 cases with 92% positive feedback and maintained SLA compliance consistently.
➙ Improved resolution efficiency by updating and knowledge-sharing documentation across support teams.
IBMSystem Administrator – Unix Workbench
Mar. 2006 - Aug. 2008Brno, South Moravia, Czechia• Provided second-level internal support for Red Hat ES and AIX 5L/5.1 Linux environments.
• Installed and configured Linux/AIX systems following strict enterprise-level standards and deployment procedures.
• Managed backup processes using internal tools to ensure data protection and disaster recovery compliance.
• Monitored system health, logs, and resource usage, resolving issues before impacting service-level performance.
• Applied system patches and updates, validating stability through controlled testing and staged deployment workflows.
𝙆𝙚𝙮 𝘼𝙘𝙘𝙤𝙢𝙥𝙡𝙞𝙨𝙝𝙢𝙚𝙣𝙩𝙨:
➙ Reduced system downtime by 28% by optimizing scheduled maintenance and proactive system monitoring strategies.
➙ Delivered 20+ successful OS migrations without user impact or service disruption during shift assignments.
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