10/15/2026 updated
100 % available
ITSM Process Architect
Praha 1 - Staré Město, Czech Republic
Only remote
High school Na Trebešine, Prague 2001 - Domain Information Technology, Machinery, English languageAbout me
ITSM Process Architect with 25 years in IT. I redesign ITIL processes, improve SLA performance and automate workflows. Reduced Service Desk backlogs by 60–80%. Experience across banking, insurance and enterprise IT. Prague-based, available for remote B2B contracts. Fluent English and native Czech.
PHPActive DirectoryMicrosoft AzureUbuntu (Operating System)Excel FormulasExcel MacrosSearch Engine OptimizationJoomlaPython (Programming Language)MySQLWindows PowerShellSEO CopywritingWindows DesktopWindows AdministrationVba Programming Language
ITSM Process Design & SLA Management
Expertise in redesigning ITSM processes and Service Desk workflows based on ITIL and HALO ITSM, including SLA design, enforcement, and compliance alignment. Reduction of backlogs by 60-80% across Incident and Service Request operations through auditable, SLA-driven environments.
System Administration (Windows & Linux)
Daily administration of Windows and Linux systems, including Windows Server operational administration, Active Directory user and access management, and advanced troubleshooting of Microsoft Windows environments. Experience with Windows 10/11 migrations and legacy device management.
PowerShell & Automation
Working scripting ability in PowerShell for automated monitoring, reporting, and task automation. Automation of nightly CRON tasks, SFTP data retrieval via bash, and weekly reporting workflows, significantly reducing manual workload.
Incident Management & Technical Support
Analysis and escalation of incidents at L1/L2 level, preventing SLA breaches across critical national services. Hands-on experience in resolving hardware, application, and system issues in enterprise environments.
Cybersecurity & Governance
SOC exposure and training, endpoint security tools and controls, governance auditability and compliance. Certified in Microsoft Security, Compliance and Identity Fundamentals as well as Security Operations Analyst Associate and NUKIB Cyber Security.
Networking & VPN/TCP/IP/Wi-Fi
Troubleshooting of routing, Wi-Fi, VPN, and TCP/IP connectivity issues. Stabilization of HQ Wi-Fi and delivery of compliant server-room reorganization across factory and warehouse environments.
Excel VBA & Reporting Automation
Development of Excel VBA monitoring tools for stock-market activity and automated critical reporting workflows. Training of BackOffice staff in effective Excel use including macros and advanced functions.
Python & Scripting
Scripting and automation using Python including Flask. Participation in Python and AI-based web application development training. Usage of Visual Studio Code for script editing.
SQL & Data Management
Optimization of SQL queries and asset data to prevent unnecessary hardware upgrades. Familiarity with SQL and MySQL for querying and data management tasks.
Service Request Management
Design of request models and service catalogs. Management of L1/L2 Service Desk operations with strong diagnostic ability and structured escalation procedures.
Expertise in redesigning ITSM processes and Service Desk workflows based on ITIL and HALO ITSM, including SLA design, enforcement, and compliance alignment. Reduction of backlogs by 60-80% across Incident and Service Request operations through auditable, SLA-driven environments.
System Administration (Windows & Linux)
Daily administration of Windows and Linux systems, including Windows Server operational administration, Active Directory user and access management, and advanced troubleshooting of Microsoft Windows environments. Experience with Windows 10/11 migrations and legacy device management.
PowerShell & Automation
Working scripting ability in PowerShell for automated monitoring, reporting, and task automation. Automation of nightly CRON tasks, SFTP data retrieval via bash, and weekly reporting workflows, significantly reducing manual workload.
Incident Management & Technical Support
Analysis and escalation of incidents at L1/L2 level, preventing SLA breaches across critical national services. Hands-on experience in resolving hardware, application, and system issues in enterprise environments.
Cybersecurity & Governance
SOC exposure and training, endpoint security tools and controls, governance auditability and compliance. Certified in Microsoft Security, Compliance and Identity Fundamentals as well as Security Operations Analyst Associate and NUKIB Cyber Security.
Networking & VPN/TCP/IP/Wi-Fi
Troubleshooting of routing, Wi-Fi, VPN, and TCP/IP connectivity issues. Stabilization of HQ Wi-Fi and delivery of compliant server-room reorganization across factory and warehouse environments.
Excel VBA & Reporting Automation
Development of Excel VBA monitoring tools for stock-market activity and automated critical reporting workflows. Training of BackOffice staff in effective Excel use including macros and advanced functions.
Python & Scripting
Scripting and automation using Python including Flask. Participation in Python and AI-based web application development training. Usage of Visual Studio Code for script editing.
SQL & Data Management
Optimization of SQL queries and asset data to prevent unnecessary hardware upgrades. Familiarity with SQL and MySQL for querying and data management tasks.
Service Request Management
Design of request models and service catalogs. Management of L1/L2 Service Desk operations with strong diagnostic ability and structured escalation procedures.
Experience
Professional experience10+ years
Freelancer since2014
Languages
EnglishFluentCzechNative speaker
Project history
Redesigned ITSM processes and Service Desk workflows (ITIL, HALO ITSM), eliminating misuse and reducing backlog by 60-80% across Incident and Service Request operations. Built an auditable, SLA-driven environment with enforced workflows covering DORA, Security Incident, Change, governance and compliance alignment.
Reduced SLA breaches and eliminated unreturned loaner devices. Supported Windows 10 to 11 migration and reduced legacy devices at Prague HQ to fewer than 5. Optimized SQL queries and asset data, preventing unnecessary laptop upgrades. Improved workplace ergonomics and productivity by upgrading user desks for dual-monitor setups.
Stabilized HQ Wi-Fi and delivered compliant server-room reorganization. Deployed documented radio-link connectivity for factory and warehouse operations and resolved network outages across multiple sites. Automated weekly reports using PowerShell, supported hardware lifecycle tasks, and became the go-to contact for network and Windows 10 issues.