Summary

Work experience

• Incident Manager

  NDA

  2023.05-2025.10

  (2 years)

  Incident management, problem management, service management, supervising incident resolutions from start to end, reporting.
• Delivery Manager

  Polcode

  2022.09-2023.04

  (8 months)

  Managing a team of 10 developers Team quarterly reviews Maintaining positive relationships with customers Identifying customer needs and overseeing service delivery within the business context Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out eiciently Managing finances and budgets Determining ways to reduce costs without sacrificing customer satisfaction Assessing customer feedback and using creativity to establish, improve, and refine services Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise
• Application Support Engineer/Process Controller

  TATA Consultancy Services, Wroc

  2020.06-2022.04

  (2 years)

  Performing manual application checks to ensure that production system is up and running Handling Batch/Application alerts and coordinating work of/and involving appropriate resolver groups to make sure issues are being handled and resolved ASAP with accordance to SLA/OLA Assisting Change Department in weekly deployments and making sure all approvals/processes are in order Assisting other teams with DB updates using basic SQL queries Providing training/knowledge transfer to new joiners General ITSM and Reporting
• IT Service Desk Specialist

  TATA Consultancy Services

  2019.10-2020.05

  (8 months)

  Providing application and network support for Goodyear employees Onsite hardware support and provision
• IT Service Desk Specialist

  Nordea

  2019.08-2019.10

  (3 months)

  Support to end users through all appropriate channels, such as phone or chat regarding any kind of IT-related problems to ensure high availability for customers Align IT activity to business, prioritize and assign necessary resources to swily close end users problems Interact with second line support or external vendors in all tasks related to IT infrastructure and application problems or requests in order to avoid or solve problems and incidents Track, prioritize and document all incidents reported to the service desk using the relevant tools following the incident management procedure to avoid future incidents
• Player Support Specialist

  TELUS International, Sofia

  2018.12-2019.07

  (8 months)

  I hereby consent to my personal data being processed by (company name) for the purpose of considering my application for the vacancy advertised under reference number (123XX6 etc.) Helping out players with any game/account related issue via ticketing system and chat Providing the best player experience with a case by case player oriented approach Identifying trending issues and bugs submitted by players and communicate them to the appropriate teams
• Service Desk Agent (Service Request/Change Management)

  fujitsu technology solutions, U

  2016.07-2018.12

  (2 years)

  Service requests and change orders management Making sure appropriate process is fallowed (approvals, change window respected etc.) during the implementation and/or deployment Reporting
• Compliance Operations Analyst

  Moneygram International, Warszawa

  2015.04-2016.02

  (a year)

  Reviewing and analyzing leads for potential suspicious activity, including those generated from an alert detection processes, subpoenas and warrants, negative media reports, as well as other sources to include (but not limited to): Identifying, researching and reporting suspicious activity Managing the investigative process from initial detection to disposition Thoroughly and timely reviewing reports and other investigative leads that potentially identify suspicious activity Formulating and recommending responses to potentially suspicious findings, eporting such activity to the appropriate regulatory authorities, and support MoneyGram's forward-looking risk-mitigation response
• Service Desk Agent (Incident management)

  fujitsu technology solutions, U

  2015.01-2015.04

  (4 months)

  Logging incidents and service requests, received via contact channels. Diagnosing and troubleshooting Resolving as many incidents as possible on initial contact Addressing user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available. Ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests Identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues Education/Courses

Languages