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Network Power<100 people
Roles
🧨100%
Consulting
🔥50%
Startup Founder
✔️50%
IT
Geos
🇬🇧50%
United Kingdom
Work Background
CapgeminiSenior Digital Workplace Architect
May. 2018Cracow, Lesser Poland District, Poland
ABBIS Service Level SME
May. 2015 - Apr. 2018Kraków Area, Poland- Performance measurement of IS Run Services - Adheres to process framework and governance model. Chairs the Service Level Internal Meeting
- Support Transition and Transformation team with Expert knowledge on Service Level Management and suppliers obligations.
- Acts as Subject Matter Expert (SME) for service level management, including performance measurement and reporting
- Implementation of Tableau for IS usage to improve reporting and support information driven decisions.
ABBOffice 365 Global Service Delivery Lead
Jun. 2014 - Apr. 2015Cracow, Lesser Poland District, Poland- Chair meetings with vendor managers to ensure day to day cooperation is properly supported.
- Project, document, control and improve Office365 Support Processes due to ITIL Good Practices
- Office365 Service Reporting,
- Office365 Escalation processing,
- Day to day Problem Management overview of global High Priority Incidents, Root Cause Analysis
Alior Bank S.A.ITSM Process Management Expert
Jun. 2013 - May. 2014Kraków- Act as Business Owner for ServiceDesk Plus (service desk application used for incidents, service requests, problems, changes, risk management) accountable for implementing upgrades, forecasting business needs, implementing new business processes and escalate application problems to 3rd party support. - Chairing the weekly meeting where all Major Incidents, Problems, Known Errors, Risk are reviewed with IT Managers and IT Directors.
Alior Bank S.A.IT Expert
Sep. 2010 - May. 2013Kraków- Day to day Problem Management - Implementation of Problem Management Process due to ITIL good practices - Implementation of new Change Management Process due to ITIL good practices - Implementation of IT Service Catalogue for all users across company - Implementation of MS Reporting Services and MSSQL Database (linked to number of systems) to provide standard and ad-hoc reports for management faster with less resources than previously.
- Support implementation of Major Incident Management to Service Desk Management tool. - Act as Subject Matter Expert for new ITSM tool that supports IT Processes and Business Processes.
CapgeminiProject Support Coordinator
Oct. 2008 - Aug. 2010Kraków Area, PolandMain point of contact for client incident escalation and coordinating incidents during the day.
Check progress made on high priority problems.
Main contact for client, for specific issues regarding resolution of problems or issues/delays in problems being resolved.
Coordinate problems raised with third parties.
Update SDM with progress of high priority problems.
Identifies process improvements where possible.
Produce the Weekly High Priority Report within agreed timescales and chairing of the meeting with the client. Also update actions and ensure changes due for implementation are discussed at the weekly meeting. Produces summary of all P1/P2 calls raised in given month. Negotiates service downtime outages with counterpart at client using summary report with view to reducing the hit on any KPI’s and breaches on problems. Collate monthly information for restores carried out across all platforms, information passed to SDM for chargeable restore charges.
CapgeminiIncident, Problem and Change Manager
Jun. 2008 - Sep. 2008Kraków Area, Poland• Advise, authorize and/or reject Changes for JD Edwards and SAP environments based on UNIX, AS400 and Windows servers.
• Validate Requests For Change
• Build Changes into Forward Schedule of Change
• Advise, authorise and/or reject Changes raised as part of Problem resolution
• Incident Management
• Advise Problem Management of all new Incidents
• Provide accurate Incident historical data to Problem Management
• Risk Assessment of resolution activities and plan
• Chairing regular Problem Review meetings with Service Delivery Managers and resolving teams; including some involvement with ad hoc Major Incident Reviews.
• Regular liaison with Service Delivery Managers and Resolving Teams.
• Management Information - Compilation of Major Incident and Problem data and presentation of findings in monthly and quarterly reports.
• Maintaining Report Action Logs - Co-ordination and management of Post Mortem and Trend Analysis action logs.
CapgeminiTechnical Support Engineer
Jun. 2007 - May. 2008Kraków Area, Poland- Monitor physical and logical structure of all IT infrastructure - backups and archiving process on AS/400, Unix, Windows 2003 server, and resolving the problems
- Provide second line technical support for more complex incidents received from the 1st line incident handlers, liaise with Support Teams from UK, France and India
- Provide assist for Change and Incident Management - Create reports for Management and out Clients, update documentation and write new procedures
Mainseek sp. Z.O.O.Web Developer
Mar. 2007 - Jun. 2007Kraków Area, PolandCreating a web services for private customers.
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