Wojtek Piechnik

• Managing the project portfolio
• Leading the team of four project managers
• Managing the intranet sites based on MS Sharepoint
• Conducting weekly reports for the Board of Managers
• Defining and implementation of project management framework

• Managing internal and external projects according to corporate standards
• Implementing tools and procedures required for quality assurance tests
• Developing processes and procedures to support hosting services
• Taking care for the smooth and efficient communication within the project
• Preparing reports, summaries and documentation for managed projects

• Managing a group of support’s consultants located in a different countries belong to Customer Care Department
• Taking over implemented projects to the support
• Providing current performance data for higher management
• Disseminate accurate customer care information to all customers
• Consulting with the support/development/maintenance team and management regarding problem escalation, problem resolution and potential critical accounts and situations
• Communicate regularly with clients: to clarify issues, inform them of progress and ensure post-complementation satisfaction
• Maintain detailed records and reporting of all customer issues

• deployment of formal Service Level Management ITIL process
• implementing tools to measure the quality of offered services
• regular reporting of uptime and availability and other KPIs to the Board of Directors
• day-to-day contacts with business units ensuring that provided services achieve customer needs
• managing communication and incident resolution in crisis situations
• managing the service catalogue
• conducting weekly meetings for an IT organization to discus last week’s performance,
incidents, changes and problems
• continuous improvement of IT and communication processes to meet customers requirements
• developing and maintaining contracts and SLAs with third party providers and customers
• ABC analysis and accounting for provided business services
• cooperation in implementing HP Service Desk and ITIL processes

• preparing IT organization for implementing ITIL
• establishing common standards
• providing ITIL trainings for IT teams
• developing ITIL processes and roles inside IT department

• proactive and reactive Problem Management
• preparing monthly SLA reports with KPIs based on Incidents and Changes
• managing post mortem reviews

• 1st and partly 2nd line support for BP’s users by the telephone and e-mail
• change management
• monitoring the SLA for all reported issues and changes
• active problem analysis and resolution
• contributing solutions to the knowledge database
• co-coaching for new agents

• Expansion of the hosting services: e-mail accounts, websites, domain registration
• Marketing campaigns (e-mailings, banners, press)
• Third level customer support
• Income and expense budget responsibility
• Cooperation with wholesales customers
• Preparing trainings for customer support team