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Network Power<100 people
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💸50%
Marketing
✔️50%
IT
✨50%
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Work Background
Auryalis.OneIntegration and Automation Consultant
Apr. 2023United States, San DiegoThis is my own little company where we make ourselves available in very flexible times and schedules, to help companies with projects and other initiatives they have going, but come upon the need to add additional skillsets to the team.
NAUTICUS Cryptocurrency ExchangeOperations Support Team Lead
Feb. 2018 - Jan. 2020Melbourne, Victoria, AustraliaMajor Responsibilities; I was managing blockchain, cryptocurrencies, transactions, and escalation calls while coordinating communications with all stakeholders during service outages on trading platforms. I have administered Service Desk and offered incident management assistance to customers in analyzing complex issues as well as configured ZOHO service desk for project including initial troubleshooting procedures (runbooks) and escalation workflows. I have integrated service desk system (ZOHO Desk) setup Incident Management process with Level 1 through three escalation procedures. Key Deliverables; • Led and mentored new hires in Philippines by providing Level 1 customer support. • Facilitated a blockchain project (cryptocurrency exchange) out of Melbourne/Australia by delivering operational aid. • Monitored change management requests from developer teams while serving as a DevOps team member.
Interoute Communications LimitedRelease & Process Coordinator
Apr. 2015 - Nov. 2017Prague, CzechiaI have overseen Release Management by steering ITIL Change, Incident, Escalation, and Problem Management processes for new projects and services being released into the organization. Key Deliverables; • I have ensured all required Operations support processes for new products and services were ready during the handover. • I have ensured operation support teams received required tools and training as new services were released into the organization. • I have combined elements of AGILE and ITIL v.3 frameworks to establish a "hybrid" Release Management process.
Interoute Communications LimitedService Desk Coordinator
Sep. 2012 - Mar. 2015Prague, CzechiaMajor Responsibilities; I was directing escalation calls between support teams, management, customers, and key stakeholders while leading Incident and Major Incident Management. I have delivered Level 1 & 2 technical support for issues with hosting and cloud-based services while executing a bespoke Change Management process for UEFA European football governing body. Key Deliverables; • Spearheaded effective improvements by evaluating recurring incidents and determining root causes. • Exceeded weekly KPI targets and weekly calls from management by coordinating targets for coming week.
Atlas CopcoDesktop Support Team Lead
Aug. 2010 - Sep. 2012Prague, CzechiaMajor Responsibilities; I have managed support process adaptations (Service Requests to external partners) for OS images and application packages while utilizing software images/packages for mass deployment of operating systems and applications to PCs and notebooks. Key Deliverables; • Offered 24/7 IT and Desktop assistance for global internal business customers by coordinating a team of 5 engineers. • Assisted on process sides and services infrastructure while acting as a member of change team.
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