пропозиції роботи
Marta Resmer
Service Delivery Manager, Atos IT Services Sp. z o.o.
Bydgoszcz,
kujawsko-pomorskie
Dołącz do GoldenLine i obejrzyj pełny profil tej użytkowniczki
Zobacz pełny profil
Umiejętności
Call Center Administration
Call Management
Call Processing
Zadowolenie klienta
Leadership Development
MCDST
Process Implementation
dostarczanie usług
Service Desk Management
Team Spirit
Praca w zespole
Windows 7
Zarządzanie zespołem
ITIL foundation V3 for IT Service Management
Team management & team work skills
Team coordination
Team building and leadership skills
ITIL Operation Support and Analysis
Języki
polski
ojczysty
angielski
biegły
francuski
biegły
hiszpański
podstawowy
Doświadczenie zawodowe
Service Delivery Manager
• Responsible for the delivery of services and operations according to the SLAs
• Responsible for the overall quality of the delivered service
• Being a SPOC for the ITSD service management topics
• Responsible for the delivery of the monthly KPI/Quality reporting
• CSI for ITSD process owner
• Acting as a SPOC for escalations on ITSD
• Responsible for the end to end handling of the escalations on ITSD
• Responsible for the overall customer satisfaction
• Identifying improvement areas and proposing SIP actions
• Responsible for the overall quality of the delivered service
• Being a SPOC for the ITSD service management topics
• Responsible for the delivery of the monthly KPI/Quality reporting
• CSI for ITSD process owner
• Acting as a SPOC for escalations on ITSD
• Responsible for the end to end handling of the escalations on ITSD
• Responsible for the overall customer satisfaction
• Identifying improvement areas and proposing SIP actions
Tower Service Manager SD
• Acting as the single point of contact for the customer’s management
• Being a highest level of escalation for all Service Desk related issues and complaints
• Monitoring the daily SD activities
• Monitoring the quality and customer satisfaction level
• Preparing reports for customers
• Leading meetings with customers
• Interacting with all levels of management
• Responsible for invoicing and service costs agreements
• Identifying improvement areas and creating Service Improvement Plans
• Responsible for Service Desk processes update
• Being a highest level of escalation for all Service Desk related issues and complaints
• Monitoring the daily SD activities
• Monitoring the quality and customer satisfaction level
• Preparing reports for customers
• Leading meetings with customers
• Interacting with all levels of management
• Responsible for invoicing and service costs agreements
• Identifying improvement areas and creating Service Improvement Plans
• Responsible for Service Desk processes update
Service Desk Team Leader (French customer)
• Monitoring the daily activities performed by 1st Line Support teams
• Analyzing the quality of work and identifying areas for improvement
• Administrating Service Desk Knowledge Base
• Organizing workplace and trainings for newcomers
• Preparing reports
• Being responsible for work organization (managing the schedule, vacations, trainings)
• Analyzing the team performance and personal performace of each team member
• Analyzing the quality of work and identifying areas for improvement
• Administrating Service Desk Knowledge Base
• Organizing workplace and trainings for newcomers
• Preparing reports
• Being responsible for work organization (managing the schedule, vacations, trainings)
• Analyzing the team performance and personal performace of each team member
1st Line Support Engineer with French
• Day-by-day interaction with French and English users by phone and by mail
• Providing technical support in a timely manner
• Analyzing customer problems and applying appropriate solutions
• Identifying solutions to improve team work
• Providing technical support in a timely manner
• Analyzing customer problems and applying appropriate solutions
• Identifying solutions to improve team work
Szkolenia i kursy
-MS (70-271) Maintain etc WinXP Desktop
- MS (70-272) Maintain etc Appl. WinXP
- MS (70-271) Maintain etc WinXP Desktop
- ITIL V3 Foundation IT Service Management
- ITIL V3 Cap.Stream Operational Support&Analysis
- Leadership Skill Development
- MS (70-272) Maintain etc Appl. WinXP
- MS (70-271) Maintain etc WinXP Desktop
- ITIL V3 Foundation IT Service Management
- ITIL V3 Cap.Stream Operational Support&Analysis
- Leadership Skill Development
Edukacja
Faculty: French, licencjackie
Teacher Training College of Foreign Languages in Bydgoszcz
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
Obsługa klienta
IT/Telekomunikacja
