Maciej Kuberski

Implementing "in-house" tools (productivity improvements, quality improvements)
Leading and/or taking part in service improvements
Leading and/or taking part in "Lean" service transformations
Providing project management
Conducting training sessions for Capgemini employees

• Maintaining all Service Level Agreements within or above contractual targets
• Keeping team attrition on lowest possible level
• Preparing a personal succession plan and prepare successor’s development program
• Making sure to maintain good and regular flow of communication towards whole team
• Preparing a service catalogue for the managed service
• Undertaking regular feedback sessions with subordinates
• Accepting timesheets and holiday requests for subordinates
• Designing and update shift schedule
• Recruiting new members of the team

• Creating reports on daily basis (Crystal Reports)
• Knowledge sharing
• Participation in conference calls with customers and IT expert teams
• Assuring high ticket quality and on time service
• Helping 1st line agents solving difficult and complex issues
• Being responsible for overall service level with other Senior Analysts

Taking part in a sales bid (od 2008-01 do 2008-02)
• Preparing scripts for Capgemini’s new client regarding IT section.
• Observing process of implementing changes to adjust service to client’s needs
• Showed potantial client how does the basic IT support looks like

Training Coordinator (od 2007-09 do 2008-02)
• Being responsible for overall training plan for new joiners
• Scheduling training plan
• Managing a group of trainers
• Giving feedbacks to trainers
• Introducing new employees to their role

• Being 1st line support to customers from USA - IT helpdesk
• Hardware configuration
• Preparing and conducting training for new joiners