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