Igor Kuchna

-Managing the ISM service for one of the production instances,
-Managing Changes, Incidents, Requests and Problems,
-Handling escalations,
-Verifying possible system improvements,
-Communicating outages to the customer and executive management, helping the resolving teams to remediate issues and bring the service back to operation,
-Coordinating RCA documents and communication to the customer,
-Driving projects.

August 2012 – Present (8 months)Wrocław

I'm currently responsible for the following:
-proper design, execution, and improvement of the process. -verification that the process is followed,
-representation of the process concerning all decisions being made by senior management.
-Overall performance and results of the process
-Identification and management of critical process success factors
-Control and lead for continuous process improvement
-Maintaining compliance with the process
-Reporting the process status and progress to peers and executives
-Facilitating, resolving or escalating of cross-functional issues
-Representing the process to all external groups
-Working with Delivery Centers and Regional/Global Change Managers to find and close compliance issues and managing the related creation of process deviations.

Coordination of Process Owner team
Reporting team results to management
Representing the team during customer meetings

Updating ChM Process documentation,
Partivcipating in Process and Service Management meetings,
Participating in SNC functionality testing,
Building procedures for subprocesses of Change Management,
Usage of Microsoft Office 2003 environment

Request fulfillment Team Leader role.
Collecting full data regarding systems (servers/applications/application instances/Resource Units/Configuration Items) to be able to report to Program manager and Client on daily basis.
Advanced reporting used to anticipate and resolve any upcoming backlogs,
Planning for next project phases and mirations schedulled,
Leading a team of people to achieve bussiness success recognized by the customer,
Usage of Service Now ,SSC Newscale , Microsoft Excel 2003, Lotus Notes ,Sametime.

Priority escalations, VIP calls monitoring, password resets, procedural updates, reporting.
ITIL Foundation ver.3 certificate;
EARS - system over 3 year experience;
ITSM - over 1 year experience;
Citrix - system over 3 year experience;
Excel - advanced reporting, trend analysis;
Wide MS Windows,MS Office environment knowledge;
Experience at work with English speaking customers - over 3 years (email, instant messaging, telephone);
Experience in conducting voice conference calls;
Experience in Lotus Notes,Sametime,Microsoft Office Communicator 2007,Windows Server.

PLAY telephony consultant,
hardware and software consultant,
merchandising.