1. MICHAELA MITROVA
Mobile: +421 908 595 405
Email: michaela.mitrova@gmail.com
KEY STRENGTHS
 Good communication skills
 Organization skills
 Analytical thinking
 Responsible
 Hard working
 Self-motivated
 Positive attitude
EMPLOYMENT HISTORY
10/2015 to 05/2016 Boathouse – Sydney, Australia
Position: Waitress
Duties
 General duties of waitress
10/2012 to 09/2015 T-Systems Slovakia – Kosice, Slovakia
Position: Process Expert – Problem Manager
Duties
 Active knowledge of ITIL, T-Systems processes, escalation procedures
and support contracts that have been agreed within the organization
 Main focus on prevention of Incidents, Route Cause Analyses and
derivate actions towards permanent removal of problems
 Responsible for assurance and increasing of quality within organization
 Organize/participate on teleconferences/meetings with all required
participants to inform about actions to be taken
 Communication with customer and management regarding
consequences, causes and development solution preparing and
presenting
 Creation of reports from BOXI – Business Intelligence, Report regular
KPIs and participate in setting up actions in case of deviance to keep
quality on expected level
 Driving the efficiency and effectiveness of the Problem management
process, defines improvements related to assigned process and quality
initiatives and performance
 Provides internal trainings and participates on education of new team
members
 Active participation on various international projects
 The role of security manager within team
Position: Junior Application Administrator, L1 Support
Duties
 Monitoring of servers, applications, network devices and SAP instances
using Tivoli, Cosima, Cacti and other monitoring tools
 Administration, installation, troubleshooting and data migration to
Dynamic Computing Platform
 Basic knowledge of Unix/Linux administration, Windows administration
and providing the first level support for those platforms
 Starting machines, checking connections, network, checking agents
and processes, creating incidents from relevant events, routing and
tracking of INMs

2. 11/2011 to 04/2012 USS Steel Kosice – Kosice, Slovakia
Position: Internship - management of energy efficiency
Duties
 Reduce costs of gas and electricity
 Monitored and daily reported of demanded and produced electricity
 Prepared graphs and presentations of price developments
 Cooperate with Manager and team members
 Type correspondence, reports and other documents
 General office duties such as photocopying, faxing, mailing
09/2010 to 09/2011 Compass Group UK & Ireland Ltd, Eurest Services – London, UK
Position: Barista and retail assistant
Duties
 General duties of barista
 Collecting and processing payments
09/2010 to 09/2011 Orange – Kosice, Slovakia
Position: Seller of telecommunication services
Duties
 Sell of telecommunication and internet services and products
 Provide expert advice for customers
 Make contracts with customers
 Administrative tasks to resolve customer issues quickly and efficiently
 Handle of complaints
 Archive of documents
 Proceed daily invoices
 Increase store sales by selling merchandise
 Technical support for troubleshoot mobile devices
EDUCATION & TRAINING
2015 – 2016 Strathfield College Sydney, Diploma of Information Technology
2005 - 2010 Technical University of Kosice, Slovakia, Faculty of Economy
2001 - 2005 Business Academy Kosice - Slovakia
Other trainings and skills: ITIL Foundation certificate, Project management Basic certificate, Excel
expert training, Self-stress management training, Presentation skills training
Knowledge of OS Windows, Linux, SAP, Cisco, Basic knowledge of HTML,
CSS, XML, InDesign, Photoshop, Fluent English language (written and
spoken), Type writing
REFEREES
Juraj Probala Mobile: +421 914 338 662 (Head of Team, T-Systems Kosice, Slovakia)