Pascal Kratky

Dispatching and prioritizing support requests in the MES environment, ensuring SLA compliance, and managing escalations and continuous process improvement.

Built the entire IT infrastructure from scratch, including Microsoft 365, centralized document management, and automated workflows. Implemented security measures and digital administration processes.

Declared, led, and moderated 2-3 major incidents daily in a 24/7 shift environment, ensuring SLA compliance and conducting root cause analyses. Introduced problem management processes and coordinated international support teams.

Handled, classified, and routed incident reports at the service desk, resolving incidents according to defined procedures and documenting all work.

Advised customers, maintained the online shop, planned and coordinated inventory, and processed damage and leasing cases.

Built a freelance service offering for web design and SEO, creating websites with WordPress and Framer and managing client acquisition and project delivery.

Executed product marketing activities, advised sales units, analyzed product portfolio and market trends, and managed manufacturer relationships.

Completed vocational training as a wholesale and foreign trade merchant from 2017 to 2020.

Completed two-year vocational school in metal technology from 2014 to 2016.

Completed secondary school education from 2011 to 2014.

Completed ITIL 4 Foundation in-house training.