Bartłomiej Olejniczak

- Supervise activities of Technical Support Team.
- Monitor individual and team performance.
- Organize technical trainings across teams.
- Tracks workload and performance metrics.
- Ensure Support processes and procedures are followed.
- Primary escalation point for Customer issues.
- Coach the team to develop strong customer service and technical skills.

- Provision of comprehensive, timely and accurate responses to technical support requests received via the Community Portal, email and telephone within published service level agreements
- Provision of workarounds to reported problems, answers to technical queries and remote consultation on software use.
- Issues escalation as required through to the Development team on identification of software defects
- Assist with testing of fixes and new releases of software to verify they are ‘Customer Ready’
- Maintaining Knowledge Base articles for commonly reported technical issues to enable self-service support for Customers
- Provision of advice and guidance to Level 1 Support to empower team and increase first call resolution for those Cases which should not have escalated to Level 2

- Monitoring incidents, backups and archiving process on Unix/AIX, AS/400, Windows Server 2003/2008
- Monitoring SQL agent jobs on Microsoft SQL Server Management Studio 2008
- Incident management
- Updating existing documentation and writing new procedures
- Creating reports
- Providing technical support for high priority incidents and contacting technicians

- Provide development and technical support for the foundation websites
- Create, develop and manage content for organization’s web presence
- Using social media to build online reputation

- Act as alerts dispatcher for a wide infrastructure and business service issues to provide and assure 24/7 support
- Use the business service management tool set to prioritize incident resolution based on business impact
- Use a Configuration Management Data Base to assist in resolving incidents
- Provide change requirements for CMDB when low data quality is discovered
- Record complete and accurate information in the shift log for each critical alert received
- Working with ITIL based structure