пропозиції роботи
Ariel Chyłek
Major Incident Manager
Gliwice,
śląskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Active Directory
Blender
Oprogramowanie BMC
Call Center
Citrix
Komunikacja
Umiejętności komunikacyjne
Ekonomika
Finanse
GIMP
HP Service Manager
HPSM
Incident
Inkscape
Umiejętności interpersonalne
ITIL
ITIL Process
Linux
Live Meeting
Lotus Notes
Majors
Zarządzanie
Marketing
Microsoft Excel
Microsoft Exchange
Microsoft Publisher
Microsoft Word
Administracja biura
Umiejętności organizacyjne i priorytetyzacja
Outlook
Primus
Public Relations
Zarządzanie usługami
SharePoint
Zarządzanie czasem
Ubuntu
Unix
VMware View
Windows 7
Windows XP Pro
Ubuntu (operating system)
Obsługa urządzeń biurowych
3DS MAX
UDK
Prawo jazdy kat B
ITSM
BMC Remedy Service Desk
EARS
Virtualization Solutions
A3 Problem Solving Tool
GIMS
Active Role Server
Multimedia Builder
Języki
polski
ojczysty
angielski
biegły
czeski
podstawowy
Doświadczenie zawodowe
ABUS Kraansystemen B.V.
ABUS Kraansystemen B.V.
Onsite Support Engineer
Major Incident Manager
• Consulting business impact and urgency, declaration of Major Incident
• Coordination of service restoration process, impact reduction for high and critical priority incidents for over 20 independent clients from EMEA region throughout Incident life-cycle
• Organizing, coordinating and providing non-technical administrative support for Major Incident Response Teams calls (MIRTs) between the resolving teams and acting as an escalation point during Major Incidents
• Managing resolution process of critical incidents affecting multiple clients' IT infrastructure.
• Escalating and monitoring that cross–support teams incidents are resolved effectively securing end-to-end Service Level Agreement (SLA)
• Preparation, distribution of outage and business communications to client management
• Producing post incident reports covering individual critical and high profile incidents
• Acting as an escalation point for Service Delivery Organizations (SDOs) where resolution ownership is disputed
• Ensuring that customer’s business interests are maintained over and above those of any specific SDO
• Provides assistance to SDOs to ensure a globally consistent approach to operational processes
• Supporting consistent communications in scope of the process and services
• Identifying, escalating operational issues and driving resolution while working directly with the client and SDOs
• Facilitating operational and management oriented meetings to discuss SLAs, breaches, past incidents, incident reports, documentation review
• Providing high quality reports and generating ad hoc reports
• Participation in continuous service improvement
• Training and coaching new employees
• Ensuring that customer’s business interests are maintained with accordance to agreed SLA
• Contacting and reporting to Senior Management on a daily basis with job related queries
• Responding to ad hoc e-mails and telephone calls from Management
• Integrate Major Incident Management procedures with Service Desks
• Coordination of service restoration process, impact reduction for high and critical priority incidents for over 20 independent clients from EMEA region throughout Incident life-cycle
• Organizing, coordinating and providing non-technical administrative support for Major Incident Response Teams calls (MIRTs) between the resolving teams and acting as an escalation point during Major Incidents
• Managing resolution process of critical incidents affecting multiple clients' IT infrastructure.
• Escalating and monitoring that cross–support teams incidents are resolved effectively securing end-to-end Service Level Agreement (SLA)
• Preparation, distribution of outage and business communications to client management
• Producing post incident reports covering individual critical and high profile incidents
• Acting as an escalation point for Service Delivery Organizations (SDOs) where resolution ownership is disputed
• Ensuring that customer’s business interests are maintained over and above those of any specific SDO
• Provides assistance to SDOs to ensure a globally consistent approach to operational processes
• Supporting consistent communications in scope of the process and services
• Identifying, escalating operational issues and driving resolution while working directly with the client and SDOs
• Facilitating operational and management oriented meetings to discuss SLAs, breaches, past incidents, incident reports, documentation review
• Providing high quality reports and generating ad hoc reports
• Participation in continuous service improvement
• Training and coaching new employees
• Ensuring that customer’s business interests are maintained with accordance to agreed SLA
• Contacting and reporting to Senior Management on a daily basis with job related queries
• Responding to ad hoc e-mails and telephone calls from Management
• Integrate Major Incident Management procedures with Service Desks
Out of Hours Customer Service Advisor for PwC
• Handling calls, e-mails and Incidents logged via a portal and BMC Remedy - ITSM either by providing troubleshooting via remote connection or by providing direct instructions. Alternatively gathering sufficient details and forwarding the case to the relevant team using proper categorization and prioritization in ITSM.
• VPN Networks (VS Client, SMC), SCCM Installers, Windows XP/7, MS Office, Printers (including network), Lotus Notes and specific software used by the Client.
• Managing accounts in Active Directory (Active Roles Server)
• Setting up internet connections at the Office, Home, Client Site, Hotel etc.
• Supporting hardware problems connected with Lenovo/IBM Laptops/Desktops as well as mobile devices (Blackberry, iPhone, iPad and android devices).
• Supporting client's EMEA offices outside business hours. Both in IT and if needed in major incident management field.
• Managing VDI's in vSphere console.
• Raising Major Incidents, raising and managing Major Outage Notification, monitoring progress of on call engineers during outages and retrieving Root Cause Analysis.
• Preparing reports for Core Hours Teams, passing prepared documentation on any major incidents to operation managers and onto Client's management structures.
• Gathering information regarding knowledge gaps, such as new applications used by the client, new and/or unknown common errors, and forwarding it to the Knowledge Team with a proper description.
• Providing trainings for all the members of the team, as well as providing the client specific trainings for the newly employed members.
• Assessing call recording extraction with written reports for management.
• Pre-validation of newly created articles for Knowledge Database (Primus).
Achievements:
Developed fully functional Windows 7 simulator (localized for PwC configuration) running on Windows XP. All prepared and compiled in Multimedia Builder 4.9.8.
This provided support for all analysts which had little or no experience with Windows 7.
• VPN Networks (VS Client, SMC), SCCM Installers, Windows XP/7, MS Office, Printers (including network), Lotus Notes and specific software used by the Client.
• Managing accounts in Active Directory (Active Roles Server)
• Setting up internet connections at the Office, Home, Client Site, Hotel etc.
• Supporting hardware problems connected with Lenovo/IBM Laptops/Desktops as well as mobile devices (Blackberry, iPhone, iPad and android devices).
• Supporting client's EMEA offices outside business hours. Both in IT and if needed in major incident management field.
• Managing VDI's in vSphere console.
• Raising Major Incidents, raising and managing Major Outage Notification, monitoring progress of on call engineers during outages and retrieving Root Cause Analysis.
• Preparing reports for Core Hours Teams, passing prepared documentation on any major incidents to operation managers and onto Client's management structures.
• Gathering information regarding knowledge gaps, such as new applications used by the client, new and/or unknown common errors, and forwarding it to the Knowledge Team with a proper description.
• Providing trainings for all the members of the team, as well as providing the client specific trainings for the newly employed members.
• Assessing call recording extraction with written reports for management.
• Pre-validation of newly created articles for Knowledge Database (Primus).
Achievements:
Developed fully functional Windows 7 simulator (localized for PwC configuration) running on Windows XP. All prepared and compiled in Multimedia Builder 4.9.8.
This provided support for all analysts which had little or no experience with Windows 7.
Customer Service Advisor for PwC
Handling calls, e-mails and Incidents logged via a portal and BMC Remedy - ITSM either by providing troubleshooting via remote connection or by providing direct instructions. Alternatively gathering sufficient details and forwarding the case to the relevant team using proper categorization and prioritization in ITSM.
• VPN Networks (VS Client, SMC), SCCM Installers, Windows XP/7, MS Office, Printers (including network), Lotus Notes and specific software used by the Client.
• Unlocking and resetting accounts in Active Directory (Active Roles Server)
• Setting up internet connections at the Office, Home, Client Site, Hotel etc.
• Providing trainings for all the members of the team, as well as providing the client specific trainings for the newly employed members.
• Assessing call recording extraction with written reports for management.
• Pre-validation of newly created articles for Knowledge Database (Primus).
• VPN Networks (VS Client, SMC), SCCM Installers, Windows XP/7, MS Office, Printers (including network), Lotus Notes and specific software used by the Client.
• Unlocking and resetting accounts in Active Directory (Active Roles Server)
• Setting up internet connections at the Office, Home, Client Site, Hotel etc.
• Providing trainings for all the members of the team, as well as providing the client specific trainings for the newly employed members.
• Assessing call recording extraction with written reports for management.
• Pre-validation of newly created articles for Knowledge Database (Primus).
Barista & Learning Coach
• Providing legendary customer service to all customers by following Starbucks standards. Beverage preparation and housekeeping.
• Following daily objectives within service demand and duty schedules to ensure store is clean and stock is rotated and merchandised. Contributing to store goals for increasing sales and add-on sales.
• Following cash handling procedures and till point policies. Following inventory stocking and recording guidelines.
• Responsibility for training new partners and regular check-ups of all partners to maintain great standards.
Achievements:
These actions contributed to achieve 3rd place in the top list of UK Starbucks Coffee Company in 2010.
• Following daily objectives within service demand and duty schedules to ensure store is clean and stock is rotated and merchandised. Contributing to store goals for increasing sales and add-on sales.
• Following cash handling procedures and till point policies. Following inventory stocking and recording guidelines.
• Responsibility for training new partners and regular check-ups of all partners to maintain great standards.
Achievements:
These actions contributed to achieve 3rd place in the top list of UK Starbucks Coffee Company in 2010.
Support Manager
pizza hut
• Responsibility for the overall work in a restaurant as a shift manager.
• Training new employees and regular checkup.
• Analysis of reports and local market trends by changing the amount of available resources (products, crew) to maintain restaurant proficiency.
Achievements:
During the fiscal year of 2008 the restaurant produced 5% more profits than the annual financial forecast.
• Training new employees and regular checkup.
• Analysis of reports and local market trends by changing the amount of available resources (products, crew) to maintain restaurant proficiency.
Achievements:
During the fiscal year of 2008 the restaurant produced 5% more profits than the annual financial forecast.
Support Worker
Mental Health Care Group
• Day care for aggressive autistic adults in a semi-secured environment in order to promote opportunities for development and interaction with the public.
• Administration of medication, monitoring and analysis of physical and mental health.
• Professional nonviolent crisis intervention prevention in and outside premises.
• Documentation of work and update procedures.
• Administration of medication, monitoring and analysis of physical and mental health.
• Professional nonviolent crisis intervention prevention in and outside premises.
• Documentation of work and update procedures.
Szkolenia i kursy
Ethinc Minority Business Service in Oxford
04/2010 – 05/2010
Oxford Cambidge and RSA Examination (OCR)
Level 2 Certificate in Adult Literacy & Numeracy (odpowiednik Advanced English Certificate)
Pizza Hut Ltd UK Oxford
22.05.2008
Support Manager Programme
Support Manager Certificate (Certyfikowany Asystent Managera)
Mental Health Care group in Llandyrnog
05/2005 – 04/2007
Support Worker Programme
Qualified Support Worker
04/2010 – 05/2010
Oxford Cambidge and RSA Examination (OCR)
Level 2 Certificate in Adult Literacy & Numeracy (odpowiednik Advanced English Certificate)
Pizza Hut Ltd UK Oxford
22.05.2008
Support Manager Programme
Support Manager Certificate (Certyfikowany Asystent Managera)
Mental Health Care group in Llandyrnog
05/2005 – 04/2007
Support Worker Programme
Qualified Support Worker
Edukacja
OCR Level 2 Certificate in Adult Literacy (grade A), średnie
Ethnic Minority Business Service, Oxford, United Kingdom
OCR Level 2 Certificate in Adult Numeracy (grade A), średnie
Ethnic Minority Business Service, Oxford, United Kingdom
Pedagogika - Muzyka z Plastyką (studies terminated without continuation possibilities), magisterskie
Pomorska Akademia Pedagogiczna w Słupsku
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
IT - Rozwój oprogramowania
Zarządzanie IT
Zainteresowania
Airsoft, Strzelectwo, Survival, Obrona Narodowa, Linux, Wirtualizacja, programy użytkowe, Historia, gra na skrzypcach
Organizacje
Obrona Narodowa
Grupy
Office System
Pakiet Microsoft Office 2007/2010 i SharePoint Server 2007/2010 od strony użytkownika i administratora.
Administracja Windows Server 2008
Grupa ludzi którzy chcą się dowiedzieć więcej na temat możliwości Windows Server 2008
ASG - AirSoft i MILITARIA
Grupa grupująca lud zainteresowany spędzaniem szybko i efektownie wolnego czasu.
