Agnieszka Jasińska-Kaćma

Test Lead and Analyst for multiple Customer project integrating Atos SW platform with IPSOFT automation for Service Management handling incident and changes
Responsibilities:
• Business Analysis and Design based on user stories and requirements ( requirements coverage )
• Test preparation
• Test case creation
• Re-testing
• Defect reporting and bug tracking
• Progress Report preparation
• Fix management
• Cooperation between subcontractors and project stakeholders

Technologies: Web, Desktop
Methodologies: ISTQB, SCRUM AGILE, ITIL Transact SQL
Database: SQL, Enterprise Manager, Atrium
Software: HP ALM, JIRA
OS: Windows 7

Customer service management after sale . Service desk leading with dispatching service requests between 1st ad 2nd line with technical solution development . Driving resolution using SQL data, API references and interfaces for Service Requests and Incidents . Data query, analyse and execution.
Data transferring to Customers based on request's type.
Driving contracts after selling up . First point of contact as Customer Care .
Process management with quality of service . Continuous improvement with Customer satisfaction . Contract management during service life cycle.

Tools: API Postman, Postgresql , SQL Server Management Studio 2014
Operation Systems: Linux, Windows
Script Languages: Transact SQL
CRM database management ; Pipedrive
Service Desk management ; Jira, Service Requests management : Pipedrive
Knowledge database management with process flow and process quality control using Confluence
Framework: Scrum

Tests creation from business requirements and user stories . Tests execution in variable projects using XML and HTML entities, endpoints , interfaces with SoapUI and API references. Tests preparation and executions, regression testing, defects measurement. Test environment preparation .
Test databases &review ( Transact SQL and proper transaction registry control) . Tests maintenance after go live with regression testing.

Delivery Program Manager – Cloud offering services

Cloud projects management, risk & work approval,
technical teams & changes coordination ,
Delivery Program Manager role for EMEA ( Europe) with projects enablement
and project activation.
Technical review /Reporting and gaps control according to timeframes

Service Delivery Manager

Continuity of work in Service Line Management as Customer facing SDM for Sweden,
control, SLA management – response time , targets achievement ,
responsible for service ensuring and availability, SLA
RFS administration and preparation, incidents& changes management
Additional responsibilities: finances , baselines for service monthly invoicing
following and handling RCAs and problems solution,
ensuring appropriate level of service ,
servers IT Operation team Manager for accounts in Sweden
( banks and industry companies).

Helpdesk Manager
Head of Helpdesk Team
Solving most complicated issues. Supporting the team with analytical knowledge and problem solving experience, answerting complain letters
Trainings for customers and workshop management, training schedules preparation. Customer needs survey, offers preparation. Handling the selling process. Reporting results to CEO and company headquarters located in France.

Helpdesk Support Expert

Wide eCARS21 DMS (Dealer Management System) system knowledge and experience.
Customer support, assist, handling of trainings. Customer issues registration, tracking and solving.
Cooperation with support and development team in France headquarters.
Testing new functionalities system, integration and implementation. Creating tests scenarios.
Implementation modification and additional solutions.
Software quality assurance.
Deep analytical knowledge and experience with issue investigation and resolution finding.
Reporting and statistics preparation

Database comparing current data in integrated system related to accounting system with controlling integrity of data
Audit reports for management in cooperation with Customer Department ( coordination the assistance processes).
Participation in reporting insurance reserves to Accounting Department , ensurance of data integrity beetwen several SW platforms

Customer Service Specialist
Work in CRM database dedicated to registration contacts with customers and answering the complaint letters .
Providing information about new functionalities and modifications created after customers orders.
Pointing out the proper way of solving reclamations ( cooperation with others departments: programmers, implementation staff )
Making reports from technical I ssues notified in ERP.

Creating customer service procedures ISO 2001 confirmed and adapted by superiors.