пропозиції роботи
Marcin Łomański
High Touch Operations Manager, Cisco Systems Polska
Kraków,
małopolskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Zarządzanie incydentami
IT Operations
Zarządzanie usługami IT
Certyfikat ITIL
Certyfikat ITIL v3
Major Incident Management
Service Desk
Zarządzanie usługami
Języki
angielski
biegły
portugalski
podstawowy
rosyjski
podstawowy
Doświadczenie zawodowe
Major Incident Manager
• Management and delivery of Major Incident Management
• Coordination, planning, escalation, communication, and resourcing during Major Incidents
• Production and maintenance of the Major Incident Communication Plan
• Facilitating the production and maintenance of the Major Incident Recovery Plan
• Facilitation of management team reviews
• Production of Major Incident progress updates
• Participation in Major Incident reviews
• Coordination, planning, escalation, communication, and resourcing during Major Incidents
• Production and maintenance of the Major Incident Communication Plan
• Facilitating the production and maintenance of the Major Incident Recovery Plan
• Facilitation of management team reviews
• Production of Major Incident progress updates
• Participation in Major Incident reviews
Incident Manager
• Facilitation the efficiency and effectiveness of the incident management process.
• Management and support of all incidents either personally or via the Service Desk staff, through to successful completion and user satisfaction.
• Chairing daily major incident and escalation reviews.
• Working closely with problem and change management functions to reduce the recurrence of incidents and incidents caused by change.
• Production of regular management reporting.
• Management and support of all incidents either personally or via the Service Desk staff, through to successful completion and user satisfaction.
• Chairing daily major incident and escalation reviews.
• Working closely with problem and change management functions to reduce the recurrence of incidents and incidents caused by change.
• Production of regular management reporting.
Customer Service Advisor/Service Desk Analyst (English language) - Asystent wsparcia technicznego
Undertake initial diagnostics of the incident, using the tools available and resolve as many as possible on initial contact
Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details
Accurate and timely hand off to other resolving teams
Administer users’ accounts and process requests
Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details
Accurate and timely hand off to other resolving teams
Administer users’ accounts and process requests
Lektor języka angielskiego
Centrum Języków Obcych Moose
Prowadzenie indywidualnych kursów języka angielskiego
Lektor języka angielskiego
Szkoła Języków Obcych El Toro
Prowadzenie kursów języka angielskiego z grupami dorosłych
Lektor języka angielskiego
Centrum Języków Obcych Moose
Prowadzenie kursów języka angielskiego
Szkolenia i kursy
2013 ITIL Foundation (Syllabus 2011) Certification
ITIL V3: Introduction to Operational Support and Analysis
ITIL V3: Introduction to Incident Management
Effective Team-building Strategies
Emotional Intelligence and Teamwork
Inbound Call Centers Management: Leadership
Inbound Call Centers: People Management
Customer Care by Phone (Altkom Akademia)
Excel 2007 – Intermedite (EduCom)
ITIL V3: Introduction to Operational Support and Analysis
ITIL V3: Introduction to Incident Management
Effective Team-building Strategies
Emotional Intelligence and Teamwork
Inbound Call Centers Management: Leadership
Inbound Call Centers: People Management
Customer Care by Phone (Altkom Akademia)
Excel 2007 – Intermedite (EduCom)
Edukacja
Filologia angielska, magisterskie
Uniwersytet Jagielloński w Krakowie
Dziennikarstwo i komunikacja społeczna, magisterskie
Uniwersytet Jagielloński w Krakowie
Specjalizacje
Call Center
Zarządzanie Call Center
IT - Administracja
Inne
IT - Rozwój oprogramowania
Zarządzanie IT
Inne
Prawo jazdy kat. B (2001)
