пропозиції роботи
Anna Budzyńska Pmp
Service Delivery Manager at IBM
Warszawa,
mazowieckie
Dołącz do GoldenLine i obejrzyj pełny profil tej użytkowniczki
Zobacz pełny profil
Umiejętności
Oprogramowanie BMC
Zarządzanie zmianą
Zarządanie incydentami
Zarządzanie incydentami
IP
IT Operations
Zarządzanie usługami IT
ITIL
Usługi zarządzane
Zarządzanie
MS Project
Analiza problemów
Zarządzanie problemami
Koordynacja projektu
Rollout
Analiza źródłowa
dostarczanie usług
Sla
pomoc techniczna
Incident Analysis
Języki
angielski
biegły
Doświadczenie zawodowe
Second Level Support Supervisor / Service Desk Manager
- managing/organizing/establishing a team of 10 people
- setting up Second Level Desk
- acting as Process Manager designing and implementing all of IT and tolling support processes
- acting as Rollout Coordinator setting up IT infrastructure and coordinating subcontractors achieving successful launch of registration process for Polish tolling system on extremely tight schedule (in approx 200 gas stations as well as border and contact points)
- setting up Second Level Desk
- acting as Process Manager designing and implementing all of IT and tolling support processes
- acting as Rollout Coordinator setting up IT infrastructure and coordinating subcontractors achieving successful launch of registration process for Polish tolling system on extremely tight schedule (in approx 200 gas stations as well as border and contact points)
Incident Manager / Koordynator ds. zarządzania incydentem
Duties:
- critical and major problems handling in IP environment
- managing and coordinating work during shifts
- acting as 1st level of escalation for customers
- responsible for supplier escalation
- coordinating cooperation among BackOffice, FrontOffice, Technical Field Support and Suppliers
- preparing root-cause analyses for incidents with corrective actions
- customer complaint handling
- creation and optimization of business processes for managed services
- critical and major problems handling in IP environment
- managing and coordinating work during shifts
- acting as 1st level of escalation for customers
- responsible for supplier escalation
- coordinating cooperation among BackOffice, FrontOffice, Technical Field Support and Suppliers
- preparing root-cause analyses for incidents with corrective actions
- customer complaint handling
- creation and optimization of business processes for managed services
Front Office Assurance Operator
Duties:
- systems and services correct performance assurance
- service and system monitoring, including handling of alarms and trouble tickets
- first level restoration, pin pointing the problem and find a solution
- preventive maintenance
- systems and services correct performance assurance
- service and system monitoring, including handling of alarms and trouble tickets
- first level restoration, pin pointing the problem and find a solution
- preventive maintenance
Szkolenia i kursy
Trainings:
-HDI Support specialist
-Advanced Corporate English Training
Certificates:
Project Management Professional - PMP #1928543
- ITIL v3 Intermediate Service Strategy, August 2010 (exam result 40/40)
- ITIL v3 Foundation, December 2009
- Ericsson Certificate of Appreciation for:
„Strong Involvement in root-cause analysis creation (quality and quantity) before Problem Management function establishment which allows NOC to be treated as professional partner.”, December 2009
-HDI Support specialist
-Advanced Corporate English Training
Certificates:
Project Management Professional - PMP #1928543
- ITIL v3 Intermediate Service Strategy, August 2010 (exam result 40/40)
- ITIL v3 Foundation, December 2009
- Ericsson Certificate of Appreciation for:
„Strong Involvement in root-cause analysis creation (quality and quantity) before Problem Management function establishment which allows NOC to be treated as professional partner.”, December 2009
Edukacja
Electrical and Computer Engineering specialization: Telecommunications, magisterskie
Politechnika Warszawska
Electrical and Computer Engineering specialization: Telecommunications, inżynierskie
Politechnika Warszawska
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
Zainteresowania
detective novels, stock-exchange, fashion
Inne
Additional skills:
- drivers license cat. B
- basic experience from working with Cisco equipment
- excellent of MS Office and Open Office Org
- very good knowledge of MATLAB, Mathemetica
- drivers license cat. B
- basic experience from working with Cisco equipment
- excellent of MS Office and Open Office Org
- very good knowledge of MATLAB, Mathemetica
Grupy
Politechnika Warszawska
Politechnika Warszawska jest najstarszą polską uczelnią techniczną. Od ponad 180 lat kształci kolejne pokolenia inżynierów, wnosząc istotny wkład w rozwój nauk technicznych.
Best Management Practice
Best Management Practice For Portfolio, Programme, Project, Risk and Service Management (MSP, P3O, M_o_R, ITIL, PRINCE2)
Grupa PM
PRINCE2, PMI, IPMA, ITIL, MoR, MSP, PBP, RUP, Six Sigma, Lean Management, ISO, Kaizen, FMEA i inne.
ITIL V3
ITIL V3 - Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
