Agata Znajdek

Agata Znajdek

Junior Process Manager, Atos IT Services Sp. z o.o.

Łódź, łódzkie

Podsumowanie

  • Przywództwo
  • Organizacja
  • Dobra organizacja pracy
Junior Process Manager

Atos IT Services Sp. z o.o.

od sierpnia 2013 (od 9 miesięcy)
Accountable from an end to end perspective for all activities to ensure that a problem is properly handled in the process (accurately and timely) and its KPIs are met.
Responsible for the complete process adherence and handling of Problems according to SLAs/OLAs.
Accountable for the delivery of Root Cause Analysis and Problem resolution within given target duration.
Responsible to act as an escalation point to expedite Problem resolution.
Responsible to provide regular feedback to the global process owner and line management.
Responsible to coordinate Problem resolution involving internal support groups, vendors, suppliers, customers and manages any roadblocks.
Service Controller

Fujitsu Technology Solutions Sp. z o.o.

wrzesień 2009 - lipiec 2013 (przez 3 lata i 11 miesięcy)
Control the resolution of incidents to agreed service levels;
To act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident;
To act as point of escalation when closure of an incident is disputed by the user;
To ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties;
To invoke Problem Management processes when necessary;
To monitor Schedule of change to ensure appropriate levels of Service Desk agents are available to handle incident that may be caused by changes;
To monitor and report on the effectiveness of the Incident Management procedures.
Customer Support Agent

Fujitsu Technology Solutions Sp. z o.o.

maj 2009 - wrzesień 2009 (przez 5 miesięcy)
Logging incidents;
Preparing reports;
Updating procedures.
Sales vice-manager

Gandalf Sp. z o.o.

kwiecień 2006 - październik 2008 (przez 2 lata i 7 miesięcy)
Relations with suppliers;
Training and developement;
Team management.

Edukacja

Administracja, magisterskie

Uniwersytet Łódzki

październik 2006 - luty 2012 (przez 5 lat i 5 miesięcy)
Filologia słowiańska, magisterskie

Uniwersytet Łódzki

październik 2003 - listopad 2009 (przez 6 lat i 2 miesiące)

Języki

Angielski

biegły

Słoweński

biegły

Serbski

podstawowy

Portugalski

podstawowy

Hiszpański

podstawowy

Grupy

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