Hana Knoppová

Customer Support Specialist with long experience in global enterprise support, with strong focus on technical coordination and cross-team collaboration. Provided L2/L3 application support, managing incidents, problems, and service requests using tools such as ServiceNow. Supported high-profile international customers, including Nokia, NSN, UPM, Telenor, and TIPS, and collaborated with global teams and software vendors. Experienced in cloud environments, application support, and cross-team coordination. Adaptable and quick to learn new enterprise applications and technologies, capable of providing effective support across a variety of systems. Open to full-time opportunities, preferably remote or hybrid, in enterprise software, IT application support, or technical roles.

Tieto / TietoEvry  (November 2006 - now)

I have extensive experience as a Senior Customer Support Specialist providing application support for the Micro Focus Application Lifecycle Management (ALM) platform, operated as a Test Tools Cloud Service for numerous internal and external customers.

Professional work in 2nd and 3rd level software support:
- Managed service requests, incidents, and problems using ServiceNow
- Created and maintained Confluence Knowledge Base
- Performed minor code adjustments and feature updates using REST API and Visual Basic
- Executed basic SQL Server operations
- Trained and onboarded new team members

Operation Manager responsibilities:
- Planned and coordinated team processes
- Monitored compliance
- Implemented continuous improvement initiatives

ALM environment migrations (team project):
- Participated in planning, customer coordination, execution, patch installation, upgrades, and user acceptance testing (UAT) before deploying new ALM versions and migrating existing work

Ongoing vendor collaboration and multicultural communication: 
- Collaborated with Micro Focus vendor on escalations, complex incidents, problems, and enhancement/feature requests
- Maintained strong multicultural communication

Certifications:
- Completed ISTQB Foundation Level certification, applying knowledge to provide effective L2/L3 support for testing tools

University of Žilina (1990 - 1995)
Masters degree
Faculty of Electrical Engineering
Department of Control and Information Systems
subject: Information and guard systems in transport