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Honorata Tywoniuk
Business Services Manager, Capgemini UK
Birmingham,
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Doświadczenie zawodowe
Business Services Manager
Capgemini UK
Global Service Desk Operations Manager
- Overall responsibility for ITIL based Global Service Desk supporting 7000 users worldwide
- Leading (through 7 direct reports) a team of approx. 50 employees delivering 1st and 2nd line support, Disaster Recovery, Incident, Problem, Change, Knowledge, Release and Configuration Management
- Leading (through 7 direct reports) a team of approx. 50 employees delivering 1st and 2nd line support, Disaster Recovery, Incident, Problem, Change, Knowledge, Release and Configuration Management
Problem Manager
Managing and developing proactive and reactive Problem Management process and Reporting
ITIL Certified IT Service Desk Tier4 Team Leader
Leading a team of 10 - 13 specialists delivering Procurement, Incident, Problem and Knowledge Management, managing and improving the processes accordingly
IT Service Desk Tier1 Team Leader
- Managing a team of Customer Service Advisors (10 – 15 people)
- Proactively managing team performance and quality, aiming to exceed SLA targets and service aspirations
- Recommending and implementing action plans as appropriate to address any shortfalls
- Proactively managing team performance and quality, aiming to exceed SLA targets and service aspirations
- Recommending and implementing action plans as appropriate to address any shortfalls
IT Service Desk Incident Manager
Managing Incidents (including Major Incidents) within SLA / aspirations targets
IT Service Desk Incident Handler / Customer Service Advisor
Providing first line technical support for all incoming calls in respect of clients and services
Szkolenia i kursy
* ITIL® V3 Intermediate Qualification: Operational Support and Analysis - certified - Examination Institute for Information Science (EXIN)
* ITIL® V3 Foundation - certified - Examination Institute for Information Science (EXIN)
* Manager's Academy - Nowe Motywacje
- Manager in the Organisation
- Situation Management
- Effective Manager
- Negotiations
- Autopresentation
* Assessment / Development Centre - training course / workshop - TreDo
* Quality Management System Assistant certified by Polish Centre For Testing And Certification (PCBC)
* ITIL® V3 Foundation - certified - Examination Institute for Information Science (EXIN)
* Manager's Academy - Nowe Motywacje
- Manager in the Organisation
- Situation Management
- Effective Manager
- Negotiations
- Autopresentation
* Assessment / Development Centre - training course / workshop - TreDo
* Quality Management System Assistant certified by Polish Centre For Testing And Certification (PCBC)
Edukacja
Zarządzanie Biznesem, licencjackie
Wyższa Szkoła Zarządzania w Warszawie - The Polish Open University
Mechanika i Budowa Maszyn, Mechanika Komputerowa, inżynierskie
Politechnika Krakowska im. Tadeusza Kościuszki
Specjalizacje
Obsługa klienta
Finanse/Bankowość/Ubezpieczenia
Grupy
Wyższa Szkoła Zarządzania / Polish Open University
W POU nie dajemy recept. Uczymy jak nawigować wśród praktyki i teorii zarządzania oraz jak sprostać wyzwaniom, które stoją przed współczesnymi menedżerami.
Business IT
Grupa firm branży IT / INTERNET. Liderzy i Eksperci. Wydarzenia branżowe rynku IT (B2B). Zarządzanie IT, badanie IT, startupy IT, technologia IT, internet IT, ebiznes IT.
ITIL V3
ITIL V3 - Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
KRAKÓW I OKOLICE W REALU
Singiel, single, samotni, erotyka, flirt, seks, hobby,imprezy, relaks, sposoby na stres, kontakty pozazawodowe, życie wieczorno-nocne, teatr, opera, koncerty, kultura, rozrywka.
Przedsiębiorczość
Przedsiębiorcy, osoby przedsiębiorcze, współpraca biznesowa, przyjaciele biznesowi, rozwój osobisty i firmowy, pomoc, dotacje, biznesplany. Przedsiębiorczość
