Damian Wojczyński

• Escalations management
• Performance management, review, report and influence general progress
• People development and coaching
• Retention and attrition management
• Manage band and salary structure
• Develop and implement an “end-to-end-HR-process”
• Department expenses management
• Cost take-out initiatives and cost saving
• Regular Meetings with Senior Management covering performance review, process improvements and service transitions
• Confirm BaU FTE status and plan with IMT and tower leader
• Projects validation and support on design and implementation
• IT Security and Business Control as defined in Services Statement of Work
• Compliance reporting and evidence

• Team building
• Staff planning and managing
• Problem solving during daily service delivery
• Reporting regarding daily Team work and achievements
• Problems and conflict solving within the Team
• Controlling service quality and providing required actions to adjust it
• Monitoring overall climate in Team, managing positive atmosphere, encouraging employees initiatives
• Acting as focal point for some actions/procedures. First escalation point for issues
• Taking part in recruitment
• Support for Manager’s, administrative tasks (HR tools, recruitment tools etc.)
• Ensuring proper communication between all Team Members and key roles: Manager, Shift Leader and Delivery Analyst
• Regular interlock with key people in the Team

• Dispatching
• Analyzing data
• Procedural Documentation, Providing trainings for Team and Company employees
• Ensure SLA/SLO’s are met
• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
• Major Incident Manager - Validating application's issues, handling of major incidents according to SLAs
• Acting as an escalation point to expedite incident resolution

• Monitoring of all systems, issue tracking and escalation management to ensure that all Service Infrastructure operate without interruption
• Email and Phone Support: Inquires, Change Management and Outage
• Notifications, and troubleshooting backup failures
• Diagnose critical systems alerts
• Outage Handling: Customer Notifications, Troubleshooting, and Root Cause Analysis
• Monitoring and Tracking: Create, Update, and resolve tickets. Monitor minor, major, and critical alerts. Report critical issues
• Provisioning Requests: Start, Change, Suspend, Resume, and Stop Backup Services. Execute backups and restore backups immediately
• Recall tapes and Tape Vaulting
• Support Backup and Recovery software platforms (TSM, NetBackup, Avamar)

• Monitoring of all systems, issue tracking and escalation management to ensure that all Service Infrastructure operate without interruption
• Email and Phone Support: Inquires, Change Management and Outage
• Notifications, and troubleshooting backup failures
• Diagnose critical systems alerts
• Outage Handling: Customer Notifications, Troubleshooting, and Root Cause Analysis
• Monitoring and Tracking: Create, Update, and resolve tickets. Monitor minor, major, and critical alerts. Report critical issues
• Provisioning Requests: Start, Change, Suspend, Resume, and Stop Backup Services. Execute backups and restore backups immediately
• Recall tapes and Tape Vaulting
• Support Backup and Recovery software platforms (TSM, NetBackup, Avamar)

• Creating and current updating of call centre reporting systems
• Sign interpretation and Project realisation consultancy (Netia, Tauron, Cyfrowy Polsat, Internetia)
• Call centre application testing

• Modification and complement of durable resources base in IT department
• Operating system installation
• Stand configuration
• Data archiving

• Staff training within the scope of Telemarketing application services, implementation of modifications, testing
• VolP phones configuration, computer hardware and printer service, creating new computer positions
• Operating system installation
• Software and network setup configuration, MS Exchange
• Acquisition and computation of customers’ bases within Comarch CDN XL

• Customer and a cash register servicing, hire purchase
• A shop supply, contact with Customers
• Guarantee and post-guarantee servicing of bicycle equipment