Aga Szarek

Managing remote team of 10 employees located in mills across EMEA (PL, FR, RU, SP).
• Leadership:
Managing work; Measuring work; Building effective team; Planning team strategy and setting individual/team goals, Developing employees, Coaching employees, Resolving conflicts, Listening, Communicating, Enabling and Managing change; Hiring.
• Managing Manuf Excellence global and local applications at the mill (Ownership and support) 24/7 support required
• Implementing standard support process in EMEA region
• Project Management (Project Manager of data historian system for the mill; Project Manager for applications migrations)
• Managing Innovations and Enhancements implementation.

Managing remote team of 10 employees located in mills across EMEA (PL, FR, RU, SP).
• Leadership:
Managing work; Measuring work; Building effective team; Planning team strategy and setting individual/team goals, Developing employees, Coaching employees, Resolving conflicts, Listening, Communicating, Enabling and Managing change; Hiring.
• Managing Manuf Excellence global and local applications at the mill (Ownership and support) 24/7 support required
• Implementing standard support process in EMEA region
• Project Management (Project Manager of data historian system for the mill; Project Manager for applications migrations)
• Managing Innovations and Enhancements implementation.

Business Analysis for paper planning and production processes.
Main responsibilities:
- Process Improvements
- Vendor Management
- Service metrics creation and maintenance
- Process Support
- Project Management

Team Leader responsibilities:
• Managing work (assigning tasks, monitoring results, working on escalations, making sure work meets SLA);
• Leading Team (building effective team, monitoring performance and development of employees, coaching, resolving conflicts, managing change);
• Defining strategy that is aligned with other services provided by global IT service center;
• Managing internal HR processes for the team;

Service Delivery Management:
• Managing 2 global services: IT Asset Management and IT Service Desk (CA Service Desk Manager):
IT Asset Management: managing global IT asset lifecycle (more than 100k assets in NA, EMEA, SA and APAC; focus on IT asset procurement, management and disposal);
IT Service Desk: managing requests and change orders information system globally: 65k users in NA, EMEA, SA and APAC);
• Providing sustainable support for applications based on ITIL best practice;
• Service Level assurance;
• End-user support (issues troubleshooting, escalations);
• Change management and ICP process control;
• Business reports preparation (BI4, SQL, Cognos)
• Vendor management & negotiation;

Project Management:
• Serving as a Project Manager for global service implementation in new location across the globe (EMEA, APAC and SA) and systems upgrade;
• Gaining requirements from stakeholders;
• Working closely with local teams in order to identify potential risks due to differences in processes;
• Planning and executing according the budget;
• Building and managing project teams: defining tasks and assigning resources;
• Providing direction and support during implementation and during post-implementation;
• Ensuring implementation on time;
• Responsible for ensuring change control and change management processes;
• Developing and executing (UAT) and communication planning and execution;
• Lesson learnt passed project analysis;

• Request, Problem and Change Management Information System Support: CA Unicenter Service Desk – application ownership
Main Duties: Gaining user requirements about application change/development; Working with other teams to finalize changes; Core and Build-On application administration; In-depth application Problem Solving; Business Object Infoview – reporting universe support;
Projects & enhancements: Application upgrade according to PMI framework; Long-term tool roadmap; Internal initiative support (application implementation in Russian; various external systems integrations)
• Global IT Asset life cycle support
Main duties: Managing and administrating central repository applications and web interfaces for IT Hardware and Software Assets (HP Asset Manager tool and Cognos Reporting); Monitoring EMEA procurement service delivery;
Projects & enhancements: Centralized global IT Asset Management services implementation in EMEA, Russia, India and Morocco project (basing on PMI framework); Continuous service improvement offerings; Software Asset Management implementation phase support.
Results: Application in-depth knowledge (CA Unicenter Service Desk 12.6 and HP Asset Manager); Project Management; Business Analysis; SQL for Analyst knowledge; Managerial Savvy; Learning on the Fly; Intercultural Management

• Global IT Asset life cycle support: global procurement support.
Daily Duties: Procurement support; Vendor Management; Customer Service; Keeping standard product ordering process in loop, Working with company product stewards on setting up IT software and hardware standards, Creating purchase reports, Chargeback reports, Finance data monitoring, Disposal activity metrics.
• CA Unicenter Service Desk product administration
Daily Duties: ITIL best practice support: maintaining practice requirements by supporting tool used for IT Service Providers; process knowledge control and maintenance; Request/Incident support; Change Management support; Different end user problems troubleshooting and problem resolution
Results: Knowledge of procurement procedures; Vendor Management; Negotiation; Business Analysis; Reporting; Database querying; Customer service; Team works

Control invoice process; Control customer accounts; Claim overdue; Clarifying mistakes, SAP (MD and FI module), Mainframe, Lotus Notes, business correspondence

Customer care; IT assistance including: solving IT problems on daily basis concerning hardware and software failures, Extensive MS Office and MS Windows (XP, Me, 2000, 98) assistance; Business correspondence;