Jędrzej Poniatowski

· Supervised/Lead and trained a team of 40 Service Desk Professionals.
· Identified and develop team skills as needed.
· Worked with the ITO Management teams on staffing metrics to ensure 24/7 support
was provided within ITO’s follow the sun processes.
· Focused on providing excellent customer service to the companys clients.
Monitored the day-to-day operations of the Help Desk.
· Provided and monitor weekly and monthly reports to ITO management.
· Participated/lead meetings with help desk staff and weekly meetings with all account
team leads.
· Participated in Client’s Senior Management regional calls and addressed all
concerns/questions surronding the Service Desk.
· Single point of contact (SPOC) for all customer escalations durring EU and US hours.
· Responsible for maintaining the call distribution system by configuring the Automatic
Call Distribution (ACD) system to automatically distribute calls uniformly among
representatives.
· Reviewed ACD data to ensure productivity and identify possible problems.
· Demonstrated an understanding of customers needs.
· Perform QA checks on Service Desk Professionals tickets and calls and provide
prompt feedback and coaching as needed.
· Setting the goals, objectives and developing plans for the Service Desk Professionals.
· Compiling the training scripts for Customer Care and Basic IT issues.
· Coordinating Resolver Teams during monthly maitnance windows.

· As the only Major Incident Manager durring weekend shifts, assertively and
collaboratively facilitated return to service for high priority major service
interruptions using the ITIL major incident management processes.
· Led cross-discipline ad hoc teams of IT SMEs in complex diagnostics of root cause.
· Coordinated activities by change management, business continuation, vendor
technical management and problem management for return to service and problem
mitigation supported by an international team of IT professionals to assure 24/7
availability.
· Escalated and communicated in a timely fashion the status of major incidents and
problems with IT and business stakeholders including executive management.
· Negotiated business acceptance of workarounds and schedules for fixes.
· Engaged external service vendors to facilitate return to service to meet contractual
SLAs.
· Regularly worked with the cusotmers VIP’s and SDM’s and hosted monthly meetings
for continues improvement plans.
I hereby authorize you to process my personal data included in my job application for the needs of the
recruitment process (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883).
· Documented service interruptions and analyzed for ITIL operational metrics and
SLAs.
· Audited major service interruption tickets for appropriate prioritization, technical and
business domain accuracy, and service level metrics.
· Edited, revised, and tested MIM Operation Procedures for format, clarity, accuracy,
grammar, and conformity with newly introduced ITIL process revisions and formats
as directed by my management teams.

- Provided training to the user support specialists on procedures and coaches them on
technical and customer service skills.
- Sometimes acted as additional user support specialist and led group.
- Creating and maintaining a team environment.
- Understood and stick toFirm policies and procedures.
- Ensured and check the teams consistent ticket data entries and TCO was completed.
- Maintained strong working knowledge of standards and applications , plus
coordinated and work closely with department contacts issues to enhance customer
relations and technical support.
· Handled other tasks and projects as required.

IT Service Desk for House of Fraser

> Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact
> Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
> Proactive flagging incidents where no knowledge solution was found
> Meeting or exceeding the level of Service when responding to all incoming incidents
> Performing Basic Business Support for the users and HoF customers.

Praca na rzecz Polkomtel S.A.
>Wprowadzanie i rejestracja umów sprzedażowych i lojalnościowych
>Odpowiedzialność w zakresie dystrybucji i logistyki (obieg dokumentów)
>Archiwizacja dokumentów
>Rozpatrywanie reklamacji
>Fakturowanie

> Zarządzanie sekcjami doradców outs.
> Prowadzenie coachingów
> Ustalanie grafików
> Obsługa klienta indywidualnego i biznesowego w zakresie wsparcia technicznego usług internetowych i multimedialnych

>Obsługa klienta indywidualnego i biznesowego w zakresie wsparcia technicznego usług internetowych i multimedialnych

Obsługa klientów w zakresie informacji oraz sprzedaży biletów