Ľubica Schotter
Gattendorf
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Outstanding problem-solving and critical thinking skills. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
SYNCHRONIX a.s.
03.2016 - 12.2024
- Ensuring the provision of quality IT services agreed in SLA contracts with our customers
- Preparation of price offers, schedules, project plans
- Ensuring the implementation of Change Orders according to the agreed schedule
- Ensuring the provision of flat-rate services in accordance with the concluded contract
- Preparation of acceptance protocols, documents for invoicing, regular reports on services provided and ad hoc reports
- Mitigating and solving problems with urgency and determination
- Resolving customer queries, ‘fire-fighting’ any large IT outages
- Ensuring continual service improvement
- Managing subcontractors, internal and external collaborators
- Building and maintaining customer relationships
Software Asset Management Consultant
Always Up IT, Pty Ltd
09.2012 - 10.2015
- Auditing customers using Microsoft SW licenses
- Preparation of audit reports, ad hoc reports, identification of discrepancies/non-compliance with the license conditions of individual MS SW licenses
- Analyzing business processes from a SAM perspective
- Recommending optimal business practices
- Communication with clients and vendors/contract management
Specialist of quality and licenses administration
Slovak Gas Industry
05.2007 - 11.2011
- Managing SW assets life cycle
- Providing optimization and maintenance analyses
- Creating and evaluating Service Level Agreements
- Coordinating internal and external ICT audits
- Building internal controls system
- Evaluating ICT processes, proposals for improvement
- Creating internal policies and procedures
- Project team member (ITAM, DUIT3 – Eustream corp
- Unbundling)
IT Customer Service and Support
Slovak Gas Industry
06.2004 - 04.2007
- Providing customer support and technical issue resolution via e-mail, phone and other electronic medium
- Tracking and maintaining constant communication with the customer from the beginning to the end of any established case, issue, or concern
- Performing customer training, either on-site or via remote conferencing when applicable
Education
Certificate IV - Business
Kent Institute of Business and Technology
01.2013
Master’s degree - Politics – International relations
Constantine the Philosopher University
01.2008
High school -
Brezno
01.2002
Certification
- PRINCE2 Foundation and Practitioner Certificate, 01/01/22
- ITIL v3 Foundation, 01/01/14, Sydney
- Microsoft 70-243: Administering and Deploying System Center 2012 Configuration Manager, 01/01/14, Sydney
- Microsoft 70-673 TS: Designing, Assessing, and Optimizing Software Asset Management, 01/01/13, Sydney
- Certificate ISO/IEC 19770 SAM Manager, 01/01/10, CSQ-CERT, Prague
- ISO/IEC 19770-1, International standard for Software Asset Management, 01/01/09, Gopas, Prague
- IT Audit Fundamentals & Advanced IT Audit Practices Training, 01/01/09, ISACA, Bratislava
- Software Asset Management in practice, 01/01/08, Gopas, Bratislava
Languages
Slovak
Native or Bilingual
English
Full Professional
Czech
Full Professional
German
Limited Working
Characteristics And Hobbies
- Excellent organization and time management skills
- Ability to manage details
- Great analytical and logical thinking, communication and team-management skills
- Desire to learn new things and progress
- Ability to effectively solve problems
- Sports fanatic – fitness, running, skiing, hiking
- Budding photographer and intrepid traveler
Timeline
Service Delivery Manager
SYNCHRONIX a.s.
03.2016 - 12.2024
Software Asset Management Consultant
Always Up IT, Pty Ltd
09.2012 - 10.2015
Specialist of quality and licenses administration
Slovak Gas Industry
05.2007 - 11.2011
IT Customer Service and Support
Slovak Gas Industry
06.2004 - 04.2007
Master’s degree - Politics – International relations
Constantine the Philosopher University
High school -
Brezno
Certificate IV - Business
Kent Institute of Business and Technology
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