Paweł Wójcik

- Manage the team of process owners dedicated to coordinate operation process execution cross IT: Incident Management, Problem Management, Service and Access Requests.
- Manage Virtual Service Desk team sited in several locations in Poland
- Supervise and maintain proper functionality of IT services delivered by ~20 technical teams cross IT.
- Supervise and maintain proper functionality of Operation Bridge virtual team, which supports ~8000 users at all support levels including external suppliers

Roles and Accomplishments:
- Create and organize an effective Operation Bridge Team, whose main goal is to prevent incidents by monitoring the IT infrastructure and to restore normal service operation as quickly as possible and minimise the adverse impact on business operations.
- Supervise and maintain proper functionality of Operation Bridge in Service Provision, which supports 5000 users at level II and III (Desktop Services, Network, Application, Telecom, Hardware, Operating Systems Middle Layer and Database Administrators).
- Supervise quality of the process, Manage Incidents and co-operate with Service Managers according to Problem and Change Management.
- Liaise with internal service users to define, monitor and ensure the delivery of agreed Service Levels.
- Responsible for the maintenance of the SLA and other standards defined in Service Provision. Propose standards for services that are not in the SLAs.
- Manage service-related incidents or issues to ensure effective co-ordination, resolution and communication.
- Prepare, distribute and present Operational and Management Reports.

Roles and Accomplishments:
- Create and Organize effective first line of support at Helpdesk.
- Supervise and Manage a team of 20 that supports 3500 users (HQ, Branch Offices and Point of Sales).
- Create IT Incentive Plan for Helpdesk employees.
- Create effective breakdown announcement via Mail, Phone & SMS for key clients and customers.
- Work at and implemented First IT BPMS - Incident Management based on ITIL Methodology.
- Work on creating Stock, Inventory, Hardware and Software Management Databases.
- Manage relationships with third party services suppliers to ensure high quality service.
- Develop, agree and implement internal service levels to ensure the service meets business requirements.
- Responsible for NCAM and Coreload – GE Money Bank Poland.

Roles and Responsibilities:
- Support for HQ users: Software and Hardware breakdowns, replacements, etc.
- Administration Microsoft System Management Server
- Administration Microsoft Windows NT 4.0 Server and Workstation, Windows 9x.
- Administration Microsoft Windows 2000 Server and Workstation
- Responsible for stock-taking of GE Money Bank's hardware
- Cooperate with supplier in field of IT requisition (hardware, software), test and choose the best solution for GE Money Bank employees.
- Identify and propose technical innovations and best practice approaches
- Provide adequate support to diagnose and solve hardware and software incidents.
- Create technical documentation to detailed specification for IT solutio

Roles and Responsibilities:
- Support for HQ and Branch offices users: Software and Hardware breakdowns, replacements, etc.
- Administration Novell Netware 3.12
- Administration Microsoft Windows NT 4.0 Server and Workstation, Windows 9x.
- Identify and propose technical innovations and best practice approaches
- Provide adequate support to diagnose and solve hardware and software incidents.
- Create technical documentation to detailed specification for IT solution.