Szymon Krawczyk

* Major incidents ownership until resolution
* Monitoring and analyzing performance of 1st Line Consultants
* Responsible for Customer Satisfaction via the escalation
* Improving quality of service
* Providing internal trainings
* Knowledge base maintenance
* Taking part in recruitment process
* Coordinating with vendors, contractors, 3rd parties, etc. to ensure timely incident
resolution of major incidents within SLA’s.
* Producing MIR’s and RCA’s
* Responsible for the assessment and approval of Major Incidents
* Working closely with teams of internal resolvers

Technical Support - Local IT / Online Shop Support
* Installation of Hardware/Software
* Hardware/Software maintanance on daily basis
* Providing support for an online charity shop
* Troubleshooting and resolving daily issues

* Monitoring and analysing LAN performance and issues.
* General on site troubleshooting and fault finding
* Hardware/Software installations (on site + remote)
* Project supervision
* Providing technical advice and support to both internal office and external customers