Mercedes Grzimek

via the Armada Group

- Ownership and Quality control of Support Services - Assist and guide Support Engineers ( Level 1, 2, 3) in communication and resolution of tickets - Help maintain the Support Service Catalog - Structure and maintain support systems and process taking into consideration OLAs and SLAs. - Interface between all departments - Coordinate Incident communcation to internal parties and take over any Notification / Maintenance communcation to external parties

-Responsibility for projects arising from the areas of additional services on a national, as well as an international level. -Professional communication with customers, including advising and setting up projects. -Communication with responsible departments within the company. -Preparation of reports and project status updates on a regular basis for both the customers and the management.

-Performed first analysis of trouble tickets, including review for completion, attempted to reproduce and provide an initial response to the requester. -Coordinated the completion of trouble tickets within all teams of Division Issuing in a timely manner to meet SLAs. -Remained well-informed of new features, release cycles, and dependencies between the systems in Division Issuing.