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Work Background
HCLTechIT Operations Manager
Mar. 2019 - Nov. 2024Bucharest, Romania- In this role, I managed IT operations across several locations, leading cross-functional teams and driving service excellence
- Ensured high-quality service delivery by resolving complex incidents and completing 100% of Root Cause Analyses (RCAs) for critical issues. My efforts in change management facilitated seamless infrastructure updates, minimising service disruptions and supporting ongoing improvements.
- By optimising vendor relationships and service agreements, I enhanced issue resolution efficiency, resulting in a 30% decrease in incident resolution times. Additionally, I drove process improvements aligned with global IT standards, which increased customer satisfaction scores by 15%. - Leveraging industry best practices, I identified and mitigated risks in the Configuration Management Database (CMDB), ensuring accurate asset tracking and risk management.
HCL TechnologiesDeputy Manager
Oct. 2018 - Mar. 2019Cracow, Małopolskie, Poland- As Deputy Manager, I led teams to meet client expectations, ensuring a consistent 95% achievement rate in Service Level Agreements (SLAs). - By introducing innovative process changes that improved operational efficiency by 20%, streamlining systems and policies to better align with organisational goals. - Coaching team leaders weekly contributed to a 25% increase in overall team productivity and employee engagement. My commitment to enhancing service quality and driving performance improvements led to a 10% reduction in escalations, boosting client satisfaction.
HCL TechnologiesTrack Lead
Jan. 2015 - Sep. 2018Cracow, Małopolskie, Poland- Management of Service Desk multi-cultural team; - Responsible for driving performance against agreed Service Level Agreements (SLA's) - Develop and implement procedures to provide high quality services both internally and externally
- Improve efficiency and effectiveness of Service desk activity by analyzing and proposing recommendations
- Manage staff levels and scheduling to provide full cover during required business hours
- To optimize customer support, provide staff with regular training and appraisals
- Analyze team’s performance and provide feedback, coach team members to improve efficiency and meet SLA’s
- Performs necessary and appropriate support administration services, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions.
- Act as local point of contact for customer and end user management communication and escalation of issues.
- Ensure continuous improvement of services provided to customer end users
HCL TechnologiesShift Lead
Oct. 2012 - Dec. 2014Cracow, Małopolskie, Poland- Part of the Service Management team in the delivery of Service Desk Services.
- Transition lead from previous to current service provider - Responsible for the delivery based on the scope, policies, and procedures.
- Responsible for the overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests.
- Provides process and management support, advice and direction to Service Desk Agents
- Performs necessary and appropriate support administration services, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions.
- Act as local point of contact for customer and end user management communication and escalation of issues.
- Ensure continuous improvement of services provided to customer end users
HCL TechnologiesIT Analyst/Senior Analyst
Jul. 2007 - Dec. 2012Cracow, Małopolskie, Poland- Did the Shift Lead role in my previous project for about 9 months, managing a team of 9 people, creating the roster, daily, weekly and monthly reports, measuring the quality and managing the queue.
- Working to meet Client requirements and interactions for desired and agreed service and support delivery.
- Analyzed the tickets on monthly basis and initiated affected item analysis to increase FCR% with email closure rate from past few weeks. It is still in WIP status and expecting to see some good improvements and add on for customer.
- Seasoned IT professional with comprehensive business/technical skill set and expertise in business process IT Service management (ITSM), Service and process improvement, requirements analysis, workflow and process flow design , Incident management, leadership, process modeling, customer service, project management etc.
- Administer and provide User Access and Exit controls.
- Windows operating systems, good command of Microsoft Office tools, understanding the network and computer troubleshooting
- As per customer request, technical on-site support 6 times / year in Romania, Finland and Portugal.
- Supporting Romanian, Italian and English.
- Proficient problem-solver who envisions business and technical perspectives to develop workable solutions.
- ITIL Framework and Support Model
- Creating Support and Process documents to ensure quality adherence and agreed service delivery.
- Also coordinating with client and top management to implement best practices of IT Service Management.
- Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s
end users
- Route problems to internal I.M. support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware /
software / network problem resolution.
- Administer and provide User Access and Exit controls.
- Macintosh and Windows Operating systems.
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