пропозиції роботи
Andrzej Jaworski
ITSM Transition Analyst, Capgemini Polska
Kraków,
małopolskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
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Języki
angielski
biegły
rosyjski
podstawowy
Doświadczenie zawodowe
ITSM Transition Analyst
* Studying BMC ITSM Application
* Writing procedures and processes for Service Desk employees ( Incident Handlers, Incident Management, Problem Management, Change Management, Asset Management )
* Training employees
* Assistance with transitions for clients moving from old BMC call logging software to new ITIL drived BMC ITSM
* Writing procedures and processes for Service Desk employees ( Incident Handlers, Incident Management, Problem Management, Change Management, Asset Management )
* Training employees
* Assistance with transitions for clients moving from old BMC call logging software to new ITIL drived BMC ITSM
Transition Support
Capgemini UK
* Providing 1st and 2nd line support for users within clients infrastructure
* Transfer of knowledge along with transition of Service Desk
* Passing knowlegde to CG staff in training
* Assistance ( floorwalking ) after project Go Live.
* Transfer of knowledge along with transition of Service Desk
* Passing knowlegde to CG staff in training
* Assistance ( floorwalking ) after project Go Live.
Incident Manager
* Providing support and assistance to Incident Handlers and newstarters
* Managing incident through its lifecycle towards resolution within agreed SLA
* Managing high priority incidents
* Notifying business about critical services failure
* Negotiating with resolving teams regarding tickets in motion
* Recording IVR messages
* Informing resolving teams about incidents which are going to breach or already breached SLA
* Managing incident through its lifecycle towards resolution within agreed SLA
* Managing high priority incidents
* Notifying business about critical services failure
* Negotiating with resolving teams regarding tickets in motion
* Recording IVR messages
* Informing resolving teams about incidents which are going to breach or already breached SLA
Incident Handler
As an Incident Handler i have been responsible for:
* Providing first line support for CG client - resolving incidents on first line by putting in motion practical knowledge of computer systems and software ( various Windows OS, MS Office, basic networking, VPN troubleshooting, external devices support: printers, blackberry, 3g cards ), advanced use of Knowledge Base ( also capturing new solutions if needed ), perfect knowledge of Call Logging system ( EARS / Remedy ), good negotiation skills and customer care,
* Gathering details needed to progress an incident towards resolution by 2nd level and higher level support staff.
* Providing advise and training for newstarters in my project.
* Providing first line support for CG client - resolving incidents on first line by putting in motion practical knowledge of computer systems and software ( various Windows OS, MS Office, basic networking, VPN troubleshooting, external devices support: printers, blackberry, 3g cards ), advanced use of Knowledge Base ( also capturing new solutions if needed ), perfect knowledge of Call Logging system ( EARS / Remedy ), good negotiation skills and customer care,
* Gathering details needed to progress an incident towards resolution by 2nd level and higher level support staff.
* Providing advise and training for newstarters in my project.
Computer shop / Computer Service Assistant
Bino Computers
* Selling PC's and advising configuration settings for people who searched computer which best suited their needs.
* Computer Service employee responsible for servicing equipment under warranty ie. basic OS troubleshooting, machine software builds, hardware troubleshooting
* Computer Service employee responsible for servicing equipment under warranty ie. basic OS troubleshooting, machine software builds, hardware troubleshooting
Szkolenia i kursy
FCE Course and Certificate - completed in 1999
Capgemini Internal E-Learning courses completed in 2007:
*ITIL: Configuration and Release Management - score 86%
*ITIL: Continuity and Availability Management - score 95%
*ITIL: Problem and Change Management - score 81%
*ITIL: The Service Desk and Incident Management - score 96%
*Basic Features of Excel 2003 - score 93%
*Excel 2003 Formulas and Functions - score 93%
*Formatting Data in Excel 2003 - score 94%
*Advanced Data Management in Excel 2003 - score 89%
*Advanced Data Analysis in Excel 2003 - 94%
Capgemini Internal E-Learning courses completed in 2007:
*ITIL: Configuration and Release Management - score 86%
*ITIL: Continuity and Availability Management - score 95%
*ITIL: Problem and Change Management - score 81%
*ITIL: The Service Desk and Incident Management - score 96%
*Basic Features of Excel 2003 - score 93%
*Excel 2003 Formulas and Functions - score 93%
*Formatting Data in Excel 2003 - score 94%
*Advanced Data Management in Excel 2003 - score 89%
*Advanced Data Analysis in Excel 2003 - 94%
Edukacja
Economy and Management ( spec. Computer Science and Management ), licencjackie
Wyższa Szkoła Ekonomii i Informatyki w Krakowie
Specjalizacje
IT - Rozwój oprogramowania
Zarządzanie IT
Inne
IT Skills:
* Remedy EARS / ITSM - advanced
* Sunrise Call logging system - advanced
* Primus Knowledge Base - advanced
* HiPath Procenter - siemens phones software - advanced
* MS Exchange 5.5 - users, distribution groups management
* Citrix Management Console - medium
* Blackberry Support - medium / advanced
* Blackberry Enterprise Server - BB users administration - medium
* SUN Systems - financial system - user management
* ScriptLogic: Desktop Authority - user ( advanced ), administrator ( basic )
* VPN troubleshooting
* Building desktops and laptops, creation of images
* Active Directory - groups, user management - medium
* Salesforce.com - user management - medium
* Radia Software deployment tool - advanced
* Remedy EARS / ITSM - advanced
* Sunrise Call logging system - advanced
* Primus Knowledge Base - advanced
* HiPath Procenter - siemens phones software - advanced
* MS Exchange 5.5 - users, distribution groups management
* Citrix Management Console - medium
* Blackberry Support - medium / advanced
* Blackberry Enterprise Server - BB users administration - medium
* SUN Systems - financial system - user management
* ScriptLogic: Desktop Authority - user ( advanced ), administrator ( basic )
* VPN troubleshooting
* Building desktops and laptops, creation of images
* Active Directory - groups, user management - medium
* Salesforce.com - user management - medium
* Radia Software deployment tool - advanced
