пропозиції роботи
Michał Urwanowicz
Service Review & Incident Process Manager at EY, ITL Expert
Wrocław,
dolnośląskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
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Umiejętności
Active Directory
Apollo
Business Process Integration
CCNA
Zarządzanie zmianą
Umiejętności komunikacyjne
Customer Communication
Customer Facing Roles
Event Management
Exchange 2010/2007/2003
Zarządzanie incydentami
ITIL
Certyfikat ITIL
ITIL Process Implementation
Certyfikat ITIL v3
Przywództwo
Major Incident Management
Micros
realizacje zamówień
Positive Personality
PRINCE2
Zarządzanie problemami
Rozwiązywanie problemów
usprawnianie procesów
dostarczanie usług
Service Desk
Service Desk Management
Service Operations
Service Transformation
Services Delivery
Sla
TCP/IP protocols
Przywództwo w zespole
Team Spirit
Windows XP Pro
Reporting Services
Zarządzanie zespołem
ITIL Service Design
ITIL Service Operation
process improvment
ITIL Service Transition
Continous Improvement
Stakeholder Relations
ITIL v3 Intermediate Certified - Service Design
Pozytywna energia
hp smt
ITIL CSI
Języki
polski
ojczysty
angielski
biegły
niemiecki
podstawowy
Doświadczenie zawodowe
CCN Service Manager for European Commission
Typical work activities:
- Providing help and advice towards Customer using the organization's services;
- Communicating with Customer by telephone, email and face to face;
- Conducting regular service reviews on a weekly/monthly/quarterly basis with the Business;
- Taking ownership and coordinate with the operational teams the investigation and solution of the customers' incidents and problems, which may be complex or long-standing incidents and problems that have been passed on by the customer service desk;
- Handling customer complaints through close co-operation with Service Level Manager;
- Handling major incidents;
- Coordinating and planning changes with the Change Manager and the operational teams;
- Analyzing statistics or other data to determine the level of customer service the organization is providing;
- Producing written information, monthly reports towards Customer;
- Writing reports analyzing the customer service that the organization provides;
- Developing customer service procedures, policies and standards for the organization;
- Meeting with other managers to discuss possible improvements to customer service;
- Training staff to deliver a high standard of customer service;
- Work closely together with the Service Level Manager to ensure all customer SQIs are met;
- Developing and maintaining a good working relationship across the organization;
- Work closely with the DPE (Delivery Project Executive) and BTL (Business Thread Lead) in retaining clients new business;
- Being in charge of National Administrations relocation process for European Commission;
- Acting as a MoD (Manager on Duty); being in charge of driving critical issues outside business hours
- Providing help and advice towards Customer using the organization's services;
- Communicating with Customer by telephone, email and face to face;
- Conducting regular service reviews on a weekly/monthly/quarterly basis with the Business;
- Taking ownership and coordinate with the operational teams the investigation and solution of the customers' incidents and problems, which may be complex or long-standing incidents and problems that have been passed on by the customer service desk;
- Handling customer complaints through close co-operation with Service Level Manager;
- Handling major incidents;
- Coordinating and planning changes with the Change Manager and the operational teams;
- Analyzing statistics or other data to determine the level of customer service the organization is providing;
- Producing written information, monthly reports towards Customer;
- Writing reports analyzing the customer service that the organization provides;
- Developing customer service procedures, policies and standards for the organization;
- Meeting with other managers to discuss possible improvements to customer service;
- Training staff to deliver a high standard of customer service;
- Work closely together with the Service Level Manager to ensure all customer SQIs are met;
- Developing and maintaining a good working relationship across the organization;
- Work closely with the DPE (Delivery Project Executive) and BTL (Business Thread Lead) in retaining clients new business;
- Being in charge of National Administrations relocation process for European Commission;
- Acting as a MoD (Manager on Duty); being in charge of driving critical issues outside business hours
INCIDENT MANAGER FOR EUROPEAN COMMISSION AT IBM GSDC POLAND
As an Incident Manager Process Owner I’m accountable to senior management for the proper design, execution and improvement of the process. Ensure that the process is being carried out.
- Driving the efficiency and effectiveness of the incident management process
- Taking the ownership for an incidents and acting as the primary level of escalation, being in charge of priority upgrade
- Producing management information, including SQIs, KPIs and SAP BO reports
- Collecting process measurements to determine if the objectives are being met
- Playing role of the Critical Incident Manager. Coordinating recovery major incidents, driving, developing, managing and maintaining the major incident process and associated procedures; producing PIRs (Post Incident Report) towards Customers and Top Managements;
- Ensuring that all IT teams follow the incident management process for every incident
- Monitoring the effectiveness of incident management and making recommendations for the improvement
- Ensuring that incidents are moved effectively through first, second and third line as appropriate
- Verification that all SLA agreements are met and targets are reached
- Detecting of possible Problems and the assignment of them to the Problem Management team for them to raise problem records
- Escalating incidents if no solution can be found within agreed time scale
- Ensuring the handling of Service Requests
- Acting as a MoD (Manager on Duty); being in charge of driving critical issues outside business hours
- Driving the efficiency and effectiveness of the incident management process
- Taking the ownership for an incidents and acting as the primary level of escalation, being in charge of priority upgrade
- Producing management information, including SQIs, KPIs and SAP BO reports
- Collecting process measurements to determine if the objectives are being met
- Playing role of the Critical Incident Manager. Coordinating recovery major incidents, driving, developing, managing and maintaining the major incident process and associated procedures; producing PIRs (Post Incident Report) towards Customers and Top Managements;
- Ensuring that all IT teams follow the incident management process for every incident
- Monitoring the effectiveness of incident management and making recommendations for the improvement
- Ensuring that incidents are moved effectively through first, second and third line as appropriate
- Verification that all SLA agreements are met and targets are reached
- Detecting of possible Problems and the assignment of them to the Problem Management team for them to raise problem records
- Escalating incidents if no solution can be found within agreed time scale
- Ensuring the handling of Service Requests
- Acting as a MoD (Manager on Duty); being in charge of driving critical issues outside business hours
IT Service Desk Team Leader
Leading an IT Help Desk team that supports over 250 restaurants in Poland. Efficiently allocating incoming requests to the team, prioritizing actions and monitoring team resources so that customer deadlines are met. Troubleshooting areas of poor performance and offering solutions to resolve issues. Identifying weaknesses and offering coaching and mentoring in areas of the team that require it.
Implementing Incident Process Management compliant witch ITIL. Managing IT Fixed Asset. Providing reports of team work to Support CEE Manager. Cooperation with external IT services suppliers: S&T, Micros, Dell, ADP, TP, Netia, Koree and others. Leading projects responsible for opening new location – providing network operator, procurement of hardware, coordination external services - managing all the process. Supporting technical escalations of problems and service failures to second, third line support managers. Being in charge of following up with unsatisfied customers to ensure issues are resolved and the customers are content. Verification that all SLA and OLA agreements are met and targets are reached.
Member of double Project Team responsible for implementing Alloy Navigator 6.0 – ITSM service tool. After implementation of A.N. 6.0 being in charge of supervision and maintaining it. Leading and taking part in brand meetings with General Managers – focusing on customer’s needs.
Implementing Incident Process Management compliant witch ITIL. Managing IT Fixed Asset. Providing reports of team work to Support CEE Manager. Cooperation with external IT services suppliers: S&T, Micros, Dell, ADP, TP, Netia, Koree and others. Leading projects responsible for opening new location – providing network operator, procurement of hardware, coordination external services - managing all the process. Supporting technical escalations of problems and service failures to second, third line support managers. Being in charge of following up with unsatisfied customers to ensure issues are resolved and the customers are content. Verification that all SLA and OLA agreements are met and targets are reached.
Member of double Project Team responsible for implementing Alloy Navigator 6.0 – ITSM service tool. After implementation of A.N. 6.0 being in charge of supervision and maintaining it. Leading and taking part in brand meetings with General Managers – focusing on customer’s needs.
IT Helpdesk Technician
Providing first line support for KFC, Pizza Hut, Burger King, Starbucks – almost 250 stores located in Poland. Providing support for headquarters in Wroclaw – almost 300 users and more than 100 mobile users. Logging all calls on the support logging system. Being responsible for troubleshooting, debugging and problem solving. Providing support of IT hardware, software and networks (LANs, WANs). Configuring of hardware and software in accordance with detailed instructions. Investigating and finding quick resolutions to incidents and issues associated with computer support. Providing remote support to the customers (RDP, VNC, Microsoft Lync), assisting them with hardware and software via phone and mail. Supporting users in using computer equipment by providing necessary training and advice. Leading short presentations for new employees during so-called “on-boarding day”.
Szkolenia i kursy
06.2017 - ITIL® MANAGING ACROSS THE LIFECYCLE
12.2016 - ITIL® Intermediate Certificate in Service Strategy
11.2015 - ITIL® Intermediate Certificate in Service Transition
09.2015 - ITIL® Intermediate Certificate in Continual Service Improvement
07.2015 - IT Service Management – organizer IBM DC Poland Academy
01.2015 - ITIL® Intermediate Certificate in Service Operation
07.2014 - ITIL® Intermediate Certificate in Service Design
05.2013 - ITIL Foundation Certificate in IT Service Management
02.2012 - Certyfikowany Helpdesk Manager II
04.2011 - ITILv3
05.2010 - Prince 2 - zakończony certyfikatem
2010.02 - Installing, Configuring, and Administering Microsoft Windows XP Professional 70-270
08.2009 - MS – 2279 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure
06.2009 - Apollo 13 Simulation game
2007-2008 - CCNA semesters: I, II, III, IV
12.2016 - ITIL® Intermediate Certificate in Service Strategy
11.2015 - ITIL® Intermediate Certificate in Service Transition
09.2015 - ITIL® Intermediate Certificate in Continual Service Improvement
07.2015 - IT Service Management – organizer IBM DC Poland Academy
01.2015 - ITIL® Intermediate Certificate in Service Operation
07.2014 - ITIL® Intermediate Certificate in Service Design
05.2013 - ITIL Foundation Certificate in IT Service Management
02.2012 - Certyfikowany Helpdesk Manager II
04.2011 - ITILv3
05.2010 - Prince 2 - zakończony certyfikatem
2010.02 - Installing, Configuring, and Administering Microsoft Windows XP Professional 70-270
08.2009 - MS – 2279 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure
06.2009 - Apollo 13 Simulation game
2007-2008 - CCNA semesters: I, II, III, IV
Edukacja
Informatyka, magisterskie
Politechnika Wrocławska
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
IT - Rozwój oprogramowania
Zarządzanie IT
Zdrowie/Uroda/Rekreacja
Sport/Rekreacja
Zainteresowania
IT
Fitness
Narciarstwo
Piłka nożna
Giełda Papierów Wartościowych
Fitness
Narciarstwo
Piłka nożna
Giełda Papierów Wartościowych
Inne
IFAA Master Trainer of Poland 2011
IFAA licencja A - 2011
IFAA licencja B - 2009
IFAA licencja A - 2011
IFAA licencja B - 2009
Grupy
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