Resume

Associate Consultant - DHL IT Services

As an Associate Consultant for the Information Security department at DHL IT Services, I am responsible for developing and implementing information security awareness initiatives across the company. While my primary focus is on DHL IT Services, I also collaborate with DHL Group and its divisions to strengthen security awareness and promote a culture of cybersecurity across the organization.

Leading security awareness assessments to evaluate risk and identify areas for improvement
Developing and executing comprehensive security awareness strategies for DHL IT Services while supporting initiatives across DHL Group and its divisions
Designing and producing engaging security awareness materials tailored to different audiences
Delivering targeted security awareness training programs to employees at all levels
Developing and managing applications that facilitate security awareness initiatives
Planning, executing, and refining cybersecurity incident simulations
Monitoring emerging threats and industry trends to continuously enhance awareness efforts
Collaborating with key stakeholders across DHL IT Services and DHL Group to align security initiatives with business objectives
Providing expert guidance and ongoing support to reinforce a strong security culture

In this role, I contribute to improving DHL IT Services’ security resilience while also supporting the broader cybersecurity awareness efforts of DHL Group and its divisions.

Consulting Analyst - DHL IT Services

DHL IT Services · Full-time
October 2022 – April 2025
Prague, Czechia

As a Consulting Analyst for the Information Security department at DHL IT Services, my primary responsibility is to develop and implement information security awareness initiatives across the company. I work closely with the Information Security department to promote a culture of security awareness and educate employees on best practices to protect against cyber threats.

Conducting security awareness assessments
Developing security awareness strategies
Creating security awareness materials
Delivering security awareness training
Developing policies and procedures
Developing applications for awareness delivery
Developing, planning and conducting incident simulations
Staying updated on emerging threats and trends
Collaborating with stakeholders
Providing ongoing support and guidance

User Management Specialist - ITM8

ITM8 · Contract
Apr 2022 – Oct 2022
Prague, Czechia

Responsible for overseeing and executing user lifecycle management processes, ensuring secure and efficient access control across various enterprise systems. Key responsibilities included:

User Lifecycle Management:
- Managed user onboarding and offboarding processes to ensure seamless transitions.
- Created, modified, and deactivated user accounts in Active Directory (AD) and Azure AD (AAD).
- Implemented role-based access control (RBAC) policies for improved security and compliance.
Access Control & Security:
- Assigned and reviewed access permissions across Office 365, Exchange, SharePoint, and other enterprise platforms.
- Enforced multi-factor authentication (MFA) and security best practices to mitigate risks.
- Conducted periodic access audits to ensure compliance with security policies.
Automation & Efficiency:
- Developed and executed PowerShell scripts to automate user account management tasks.
- Optimized workflows to reduce manual effort and enhance operational efficiency.
Collaboration & Support:
- Worked closely with HR, IT, and security teams to streamline onboarding and offboarding processes.
- Provided technical support to end-users regarding account access and authentication issues.
- Documented processes and created user guides for internal use.

Technical Specialist - DHL IT Services

As a Technical Specialist, I provided advanced technical support, developed automation solutions, and created knowledge resources to enhance operational efficiency and reduce manual effort. My key responsibilities included:

Advanced Technical Support & Troubleshooting:
- Assisted support agents in resolving complex technical issues and escalations.
- Analyzed recurring problems and developed workarounds to ensure system stability.
- Provided guidance and mentorship to junior support staff to improve issue resolution.
Automation & Process Optimization:
- Designed and implemented automation scripts and programs using UiPath, PowerShell, Batch, and VB.NET to streamline repetitive tasks.
- Identified automation opportunities to improve workflow efficiency and reduce manual workload.
- Maintained and updated existing automation solutions for continued optimization.
Knowledge Management & Training:
- Created and maintained knowledge base articles to document solutions for common technical issues.
- Developed technical training materials and conducted upskilling sessions for support teams.
- Ensured documentation was up to date and aligned with best practices.
Collaboration & Continuous Improvement:
- Worked closely with IT teams to identify system inefficiencies and implement improvements.
- Assisted in system upgrades, patches, and migrations to maintain operational integrity.
- Contributed to IT projects aimed at enhancing system performance and security.

Service Desk Analyst - DHL IT Services

As a Service Desk Analyst, I provided first-level technical support to end-users across multiple DHL divisions, ensuring minimal downtime and smooth business operations. My key responsibilities included:

Technical Support & Issue Resolution:
- Provided first-line technical support for DHL Express, Freight, Global Forwarding, and Supply Chain users.
- Diagnosed and resolved hardware, software, network, and system-related issues.
- Assisted with account management, password resets, and access troubleshooting.
- Logged and tracked incidents in the ITSM system to ensure timely resolution.
Customer Service & Communication:
- Delivered efficient and user-friendly support via phone, email, and ticketing systems.
- Communicated technical concepts to non-technical users, ensuring clear understanding.
- Escalated complex issues to higher support levels while maintaining ownership of cases.
System Monitoring & Maintenance:
- Monitored IT systems and proactively identified potential issues before they impacted users.
- Assisted in system updates, patch deployments, and software installations.
- Provided guidance on IT security best practices to end-users.
Collaboration & Documentation:
- Worked closely with other IT teams to resolve major incidents and service disruptions.
- Created and updated knowledge base articles to document troubleshooting steps and solutions.
- Provided feedback to improve service desk processes and enhance overall efficiency.