пропозиції роботи
Aliaksei Herman
Project Manager, Problem Manager, Servicedesk Supervisor, second level support, T&T
Warszawa,
mazowieckie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Call Center
CRM Program Management
Customer Communication
Data Mining
Deployment Strategies
EFTPOS
Embedded Operating Systems
Escalations Management
Goal-driven leader
Incident Investigation
Incident Reporting
Microsoft Excel
Microsoft Office
Microsoft SQL Server
Migration Projects
MKS Integrity
MS Project
NSO
OLA
Oracle Applications
POS
Proactive Monitoring
Zarządzanie problemami
Process Implementation
Process Scheduler
Project Management
Risk Monitoring
Rollout
Service Desk
Service Desk Management
Service Operations
Services Delivery
Support Management
Transition Planning
Transition Support
Windows Server
2nd Line
EBSuite
Incident management (ITSM)
Budget
Microsoft Project
SQL Server
usprawnianie procesów
Prince2 Foundation
ITIL Foundation Certificate
Planowanie projektów
People Management
Optymalizacja procesów
T&T Project Management
Risk Analisys
Problem Solving & Escalation Management
Wincor Nixdorf POS
implementacja nowych produktów
Project Implementation
Process Transition
Deployment
Problem solving skills
SLA & KPIs
Risk Managment
Transition & Transformation
Reactive Extension
Help Desk IT / Support IT
Budżet działu
Wdrożenie systemu
Języki
białoruski
ojczysty
rosyjski
ojczysty
angielski
biegły
polski
biegły
francuski
podstawowy
Doświadczenie zawodowe
Transition Manager
Develop the main project plan and other associated plans for the project,
working with relevant staff in the Council and beyond as appropriate.
• Manage delivery of the project and work with the Head of Service for LD and
others as appropriate to ensure sufficient resources for the project
• Ensure the project delivers the required benefits on time and on target,
meeting quality requirements
• Support and administer the project board.
• Responsible for the definition, documentation and successful completion of
work
• Develop and maintain communication at all levels across the organisation to
facilitate smooth and effective delivery of projects.
• Design, organise and facilitate change activity with staff at all levels and
external
stakeholders, developing changes that will meet their requirements and
deliver the desired outcomes of the department.
• Promote new ways of working and facilitate change by ensuring buy-in and
support at all levels of the service.
• Creatively apply business and technical knowledge to enable, support and
review all aspects of change in the service.
working with relevant staff in the Council and beyond as appropriate.
• Manage delivery of the project and work with the Head of Service for LD and
others as appropriate to ensure sufficient resources for the project
• Ensure the project delivers the required benefits on time and on target,
meeting quality requirements
• Support and administer the project board.
• Responsible for the definition, documentation and successful completion of
work
• Develop and maintain communication at all levels across the organisation to
facilitate smooth and effective delivery of projects.
• Design, organise and facilitate change activity with staff at all levels and
external
stakeholders, developing changes that will meet their requirements and
deliver the desired outcomes of the department.
• Promote new ways of working and facilitate change by ensuring buy-in and
support at all levels of the service.
• Creatively apply business and technical knowledge to enable, support and
review all aspects of change in the service.
Second level Support Servicedesk agent
Ticket Handling: Answer inbound customer calls, including detailed recording of the issue according to defined processes. Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions. Transform tickets created by E-Mail or Fax into the Ticket system. Retrieve customer agreement on cost coverage, if no contract exists. Identify and escalate situations requiring urgent attention;
Solution Provision;
Process Tasks;
Customer & Third Party Communication;
Continuous Improvement Process.
Log Analysis (second level support)
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
Solution Provision;
Process Tasks;
Customer & Third Party Communication;
Continuous Improvement Process.
Log Analysis (second level support)
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
Problem Manager
The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by the service desk to identify trends or significant Problems;
Support Incident Management and built on Problem Control and Error Control processes;
Proactive Problem Management is focused on problem prevention; the identification and resolution of underlying Incident causes before they recur;
Weekly conference calls with a Customer;
Communication with developpers.
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
Support Incident Management and built on Problem Control and Error Control processes;
Proactive Problem Management is focused on problem prevention; the identification and resolution of underlying Incident causes before they recur;
Weekly conference calls with a Customer;
Communication with developpers.
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
2nd level Servicedesk team Supervisor
Functional and disciplinary responsible for managing a dedicated team within the Service Desk organization. Ensure timely and high quality delivery of services as well as providing continuous improvements within area of responsibility. Manage service delivery costs within assigned team. Development of assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction. Support of definition of principles and guidelines within area of responsibility;
Ticket Handling;
Solution Provision;
Process Task;
Customer & Third Party Communication;
Continuous Improvement Process;
Performance Management;
Leadership;
Time & Resource Management.
T&T;
Migration Management;
Rollout Support;
Rollout Management.
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
Ticket Handling;
Solution Provision;
Process Task;
Customer & Third Party Communication;
Continuous Improvement Process;
Performance Management;
Leadership;
Time & Resource Management.
T&T;
Migration Management;
Rollout Support;
Rollout Management.
Company is working in accordance with ITIL v3 standards. Wincor Nixdorf relies on an active management system that complies with the requirements of the international standards ISO 9001, ISO14001, and ISO / IEC 27001.
The deputy chief of department on work with legal bodies
Belarusian Republican Unitary Insurance Company "Belgosstrakh"
Service of corporate clients, reporting drawing up, expansion of client base, control over department work, the analysis of the insurance market.
the leading expert of department on work with citizens
Belarusian Republican Unitary Insurance Company "Belgosstrakh"
Processing of reports of agents, work with physical persons, an expert estimation of vehicles
the insurance agent
Belarusian Republican Unitary Insurance Company "Belgosstrakh"
Search of clients, expansion of client base, extract of insurance policies
the state tax inspector
Inspection of the Ministry of Taxes and Tax Collection of Belarus
Expert estimation of the confiscated property, drawing up of reports, work with clients
the leading inspector
Fund of social protection of the population of Belarus
Reception and processing of the accounting and personified reports
Szkolenia i kursy
ITIL® Foundation certificate in IT Service Management.
Prince2® Foundation certificate in Project Management.
Prince2® Foundation certificate in Project Management.
Edukacja
Accounting, the analysis and audit in the industry, magisterskie
Belarusian State Economical University
Accounting, the analysis and audit in the industry, inżynierskie
Minsk State Technological College
Specjalizacje
Call Center
Zarządzanie Call Center
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
IT - Rozwój oprogramowania
Zarządzanie projektem
IT - Rozwój oprogramowania
Zarządzanie IT
Zainteresowania
Reading, self-education, music
