Karol Miśkiewicz

• Daily manage workflow for 40 ThomsonReuters IT specialists
• Continuous incident management (ie for Dealing 3000, EIKON bundle)
• Handling business critical queries and cases
• Internal and external stakeholders management
• Drive internal resolver groups to increase performance to meet SLAs
• Responsible for communication procedures
• Escalations to comms providers: Savvis, BT GSC supervisors
• Escalations to TR support desk managers, problem and configuration management teams
• Post mortem reviews and analysis
• Siebel CRM and HP Service Management tickets coordinator
• Monitoring ThomsonReuters IT infrastructure
• Provide and Assist with key projects for support/service improvement

- Pro-active monitoring client site devices
- Acting as a customer support for the clients (effective communication)
Managing problems end to end. Liaising with field groups, technical operation/telecoms, 2nd line support. Keeping track the progress until problem is resolved
- Collecting & analyzing log file from client site device
- Resolving problems using remote management tools (i.e. Tivoli, SSH, Telnet)
- Remote software distribution - servers upgrade
- Performing post-install checks to ensure correct function of devices
- Assisting other groups to determine the status of a client site device using remote health checks
- Assisting on site engineers to enroll devices to Tivoli
- Maintaining adequate product, technical and market knowledge
- Maintaining call handling skill, including the correct call logging, administrative and procedural practices

- Spare parts data update – Materials Management / SAP ERP
- New ACER computer models data introduction into SAP system / Bills of Materials
- Warehouse excess stock management data reports – Production Planning and Control / SAP
- Business support projects management – SAP Project System / - tools making data accurate
- Spare parts replacements – analyzing, creating chains of parts for purchasing dept.
- Non confirmed electronic parts recognition – data / diagrams / analyzes
- Technical support to other departments (customer service, planning, purchasing)
- Ticketing system – handling incoming queries on daily basis
- Handling technical queries, EMEA 2nd line support, emails / phone calls queries
- New solutions and tools development – MS environment
- Prices update and maintenance – Coordination with ACER HQ

- New TV models data introduction into system / Oracle database
- Process changes maintenance – cooperation with Toshiba HQ in Japan
- Process changes analyzing and reporting to HQ in Japan
- Database maintenance / Oracle Warehouse Management Systems
- Documentation maintenance / tracking changes, upgrades in TV models, sets
- 1st Line Technical support to other departments (customer service, planning, purchasing)
- New solutions and tools development – MS environment

- Data transfer management – SAP database, cooperation with Chinese branch
- Analyzing and organizing incoming data - Materials Management / SAP ERP
- Database validation and maintenance
- New product introduction - Materials Management / SAP ERP
- 1st Line Technical support to other departments (planning, purchasing, quality)
- New solutions and tools development – MS environment