Daniel Augustyn

The new work is within Marketing area. I am involved in project which will renew our customer experience measurement in sales and delivery phase to have real-time, accurate and actionable insights into experiences and behaviour of the customers. It will give a holistic view of the full customer experience on three levels of the customer engagement: relationship, customer journey and touchpoint. My tasks within the project involves concept & solution design, as well as project management over technical deliveries. In addition, I am involved in designing a CX ecosystem internally and with our external partnersand I am helping in designing CX approaches for Tieto customer teams.

The work is within Cloud Computing area. My focus is to bring design thinking and CX aspects closer to Enterprise Cloud (ECPS) organization, educate and inspire people and uplift transparency and trust. Furthermore, I work to cover all aspects of digitization, interactions, foresight and innovation in transforming Tieto global requirements to ECPS/OneCloud ones. It means work with ECPS related services and products to streamline activities and innovation, requirements, and related functionalities to achieve seamless experience from consumer/customer/user/human point of view.

I am responsible for the quality of many deliverables across a variety of sub-projects in IT support services area where hands-on design expertise is need. The biggest part of the job is to communicate, envision, shape & design service concepts and ideas using various design methods & tools, and analyze it from implementation point of view. The goal is to inspire & encourage people around me to find their way for using innovative approaches based on design techniques & user researches, and create work atmosphere focused on customer experience initiatives and great ideas.

Current project: #TietoServiceChannel: https://youtu.be/GmmerMV9Glg

Responsible for ITSM ticketing system (Service.Now) integration's with more than 35 customers where I was working to understand and communicate stakeholder requirements to appropriate team members, and manage all requirements accordingly to realize each for the respected stakeholder.
In addition, I was responsible to roll-out for our customers completely new platform (Tieto Service Channel) which revolutionizing they way how customers are interacting with Tieto in case of getting support or ordering new services,

I was the primary contact between customers and delivery support organization as an integral part of the account planning and delivery governance strategy. I was working really close with the customer to understand the requirements and his needs by responding to requests for new services. In the same time trying to find and implement new solutions / procedures leading to more efficient customer service. The important factor for me was to ensure the quality of service and managed cost of delivery is according to plan.

My tasks included:
 Customer’s and supplier’s relationship management incl. agreements.
 Customer requirements analysis – business and technical.
 Identification of client needs and preparing bid specifications.
 Support the service management for customers by conducting candidate’s interviews.
 Cooperation with sourcing team to deliver best quality consultancy services.
 Streamlining and organization of induction training of employees joining customer environments.
 Proactively monitor the problem and change management processes at customer side.
 Creating and monitoring KPI’s used in service performance measurements.
 Overseeing placement of service consultants.
 Managing consultant’s and subcontractor’s allocations.
 Pricing, Budgeting and costs analysis at operational level.
 Finance forecasting.
 Service delivery risks analysis.
 Auditing and creating monthly reports about condition of the service.
 Conducting weekly customer’s steering group meetings and report the status to area delivery manager and customer manager.

ASSIGNMENT: PROGRAM/GLOBAL TEST MANAGER

As a program level TEST MANAGER I successfully managed program user acceptance and beta test activities focused to deliver highly integrated global e-commerce solution in online sales area. My job required creation of new test processes and update/fix of existing ones, working with concepts and ability to operate with different countries, locations, companies and cultures. I had been able to improve quality and enhance user experience of the system what was notified by customer.

In addition, participating in one of the largest programs updated my knowledge and experience from business processes in logistics, general online sales strategy overview, online marketing activities, online care and online payment overview together with analytic and USER EXPERIENCE optimization. It brought the understanding of customer processes, especially in area of change management, release management, risk management and resource management.

As a Program level Test Manager:
 I had to coordinate daily work of testing team and make sure that the test execution is in place.
 I was responsible for understanding/ comprehending the complex requirements and preparing estimates for the entire Testing Life cycle.
 I was involved in Test Strategy preparation.
 I was involved in test case review.
 I was involved in the preparation of Requirement Traceability matrix to ensure complete requirement coverage.
 Identified test data for every phase covering all possible combination of scenarios and ensured that the data reported out of each module meets the acceptance level.
 Managing captured all the Defects in Quality Center and closely tracked them to closure by working with developers and client.
 Reviewed Test Logs and Test Report.
 Tracked Productivity/Defect metrics on a regular basis and provided status reports to client

ASSIGNMENT2: TIETO R&D TESTING PRE-SALES COORDINATOR

Testing Horizontal pre-sales work consisted of multiple tasks related to sales, offering and process improvement. I followed up, supported and facilitated Global Delivery Model (GDM) Project defining and improving global Tieto processes. This task included development of the general testing practices, global co-operation with appropriate stakeholders in Tieto, working as a mentor / support person / facilitator. I came up and documented really practical repeatable concepts which made project activities happen smoothly and efficiently by:

 Competence ramp-up framework for testing projects
 Information sharing practices for global testing projects
 Tools (TM, TA etc.) for managing and conducting global testing projects (like open source ETB and commercial tools).
 Harmonized testing processes (with proven use in projects)
 Global Delivery testing project plan / process template
 Optimizing roles in global testing
 Quality check-lists creation for global testing project


ASSIGNMENT1: TEST ENGINEER

Charging network element project. My responsibilities included test planning, execution and result analysis in the area of functional and performance testing. Other tasks included test case automation using XML scripts. As a Test Engineer:

 I was involved in Requirements understanding,
 Test Plan & Test Case preparation.
 Involved in the preparation of Traceability Matrix to ensure complete requirement coverage.
 Involved in the preparation of Test Logs & Test Summary Report.

METHODS AND TECHNOLOGIES: GDM model, Software Testing process, Agile methodology, Scrum process, Scrum Mastering, GSM and 3G, understanding billing systems (CDR) of different network elements.

Translation and localization of web application to Polish (doing on my free time). Also minor functional tests according the changes

Charity work on translation and localization of web applications to Polish (doing on my free time)

ASSIGNMENT: TEST ENGINEER / SCRUM MASTER

Messaging network element project. High performance system that enables the mobile network operators to provide multimedia messaging services to subscribers and to other virtual operators. The service centre runs in clustered environment on Linux (Flexi) and UNIX (HP-UX) platforms.
I was responsible for performance testing (stability and capacity), test planning, execution and results analysis. I worked also as Scrum Master of the team. I was responsible for coordinating team’s daily tasks, organizing meetings, removing obstacles and team leadership in Agile software development environment.

METHODS AND TECHNOLOGIES: Software Testing process, Agile methodology, Scrum process, Scrum Mastering, GSM, GPRS, 3G, WAP, SGSN, SMTP, TCP/IP, SSH, SSL, FTP, HTTP. Unix, Linux, Informix, MySQL, Sendmail.

ASSIGNMENT: SOFTWARE TESTER
I worked with two network elements in the project and was responsible for product integration and functional testing, system testing and upgrade testing. I was also responsible for commissioning of test environments, creating and reviewing customer documentation and I learnt how to:

• create test plan and test case
• execute test cases
• analyse results
• prepare documentation and installation instructions
• prepare testing reports
• contact with responsible persons
• report errors
• test correction, updates and upgrades
• make inspections

METHODS AND TECHNOLOGIES: RUP, waterfall process, GSM/GPRS/UMTS technologies, white and black box testing, SQL, C/C++, bash scripts, MS Windows operating system administration

Responsibility for creating the test scenarios and testing applications in Mercury Test Director platform

Responsibility for creating events and popularize PwC projects for students in local area.

Responsibility for technical service of computers stations

Responsibility for help in current affairs of the division

Responsibility for help in current affairs of the bank, also in IT department