Radosław Łach

- member of Service Delivery Team L3 (Avaya)
- main activities: Requests for Service (RFS) – requests from customer (IBM) not included in
maintenance contract – new call center, new buildings, migration from Cisco, Siemens to Avaya,
migration to new locations, Avaya upgrade, extend existing locations, trainings users regarding
Avaya – CMS, one-x etc. – 90% of day-to-day activities
- VoIP/IPT infrastructure support and maintenance (Avaya) for Slovakia, Germany, Portugal, Spain –
7 switches, Switzerland, Netherlands, Hungary, Ireland, Poland, UK - 4 locations, Italy, South
Africa) – local switches and centralized one (CCSI – biggest installation of Avaya in Europe) as L3
Support
- cooperation with local telco providers, VoIP L3 team, EMEA SM, Avaya Service Assurance Team
(AT&T), Avaya company and CISCO&SIEMENS support
- administrative and security tasks (create and update technical documentation i.e.: NDD2 and
NDD3, callflow diagrams for customer, doc.Avaya DB – notes based DB – extensions repository
with CBN, QEV and more more functions – DB was created from scratch by me), Continue
Business Need (CBN), Quarterly Employment Verification (QEV), ASCA certification
- training for newcomers from L2 team

- IT consulting
- web development (PHP mainly)
- IT support (HW, SW)
- e-commerce - implemention&maintanace (based on prestashop)

- member of AT&T EMEA Voice Service Delivery Team L2 (Avaya)
- VoIP/IPT infrastructure support and maintenance (Avaya) for Slovakia, Germany, Portugal, Spain – 7 switches, Switzerland, Netherlands, Hungary, Ireland, Poland, UK - 4 locations, Italy, South Africa) – local switches and centralized one (CCSI) – MACD requests
- programming Avaya Definity and Communication Manager systems
- cooperation with local telco providers, VoIP L3 team, EMEA SM, Avaya Service Assurance Team
(AT&T), Avaya company and CISCO&SIEMENS support
- call center support and maintenance (CMS, IVR, VDNs, vectors, skills etc.)
- voicemail/message center system support (Voicerite)
- incident, problem and change management (Maximo)
- creating and updating documentation (Voice NDD2 and NDD3, internal webpage, callflow
diagrams for customer)
- coordination of Slovak SPoE (tracking tool of mobility)
- IGA Slovakia website webmaster
- administrative and security tasks (ASCA certification)

- technical support of IBM and Lenovo employees (notebooks, OS: Windows
XP, network printers, SW: Notes, mainframe applications and other, WLAN,
VPN and VoIP phones)
- technical support of business applications (IBM and Lenovo)
- technical support of business processes
- reporting and/or escalating problems in Tivoli Service Desk (TSD) – incident
and problem management
- new employees training

- contact IBM and Lenovo clients (ShopHelp, BOK Warsaw)
- customers phone service (Hotline)
- creating reports: all inbound e-mails ibm.com CEMA

- technical support - users of broadband access to Internet (Neostrada)- Polish Telecom and users of Wirtualna Polska (hosting problems)