Michał Kaczmarek

-being responsible for Service Assurance in the Network competency in all Service Management processes (mainly Change/Incident/Problem/Service Request) across DACH organization
-acting as a focal point for BAU Services between all Swiss internet providers (mainly AT&T) and IBM Account Managers
-performing the role of Project Manager for shared (GSNI) Environment in Germany and Network EMEA Service Assurance Competency:
Projects: Cisco DIMM Remediation Project, EMEA Network report integration, GSNI Resiliency Project
Tasks (impact analysis/change coordination/leading regular meetings/action planning/managing and reporting project status/risk/organising testers, support groups, developers, BA’s)
-creation/trend analysis and management of incident/change/RCA daily, weekly, monthly reports and SWOT Analyses
-coordination of power bar maintenances in German Data Centres (clarifying network assets/ impact of possible outage/ informing impacted accounts/ tracking progress)
-taking care of appropriate handling of overdue and major incidents/changes
-performing regular meetings with Swiss/Austrian T.L’s of technical teams and account DPE’s in order to improve, track service processes
-tracking and coordination of Swiss Requests for Services
-daily use of German/English language within the EMEA Based Global Organisation
-working with several ISM Maximo instances, asset management tools, order placing tools)


Additional tasks:
-performing the role of vendor manager for one of Austrian accounts (placing and coordinating orders)
-being a member of Language Education Team (in the role of language coordinator/ language expert)
-teaching German/Polish to IBM Colleagues

-IT- remote support (troubleshooting all problems: windows xp/vista/7, blackberry devices, basic cisco phones support, I-phones,printer issues, network issues, app issues, software installation (packages push), webex remote-support, remote assistance)
-acting as second line support for software issues
-setting up workplaces (windows installation and set-up)
-acting as TL back-up in his absence (taking over all T.L's tasks and responsibilities)
-creating QA measures for internal project purposes
-playing trainer part in Train the trainer initiative for the whole company
-having the role of Incident Manager in the project
-CRM systems- (HP Service Manager, HP Remedy 8.1./7.3, Request centre)
-creating and managing requests and incidents
-international organisation and team
-languages: English-German
- trainings: internal ITIL training (certified), windows 7, soft-skills, network basics

-IT- remote and basic on-site support
-maintaining good relations with customers on a daily basis
-taking care of adequate processing of the tickets
-negotiating times of ticket delivery- finalisation of the proceedings
-informing customers about the status of their tickets
-basic SAP technical support (password reset, new user creation, user deletion)
-CRM systems- (HP Service Manager; schooling in progress, Logica Srvc. Mgmt)
-FAQ translation (German to English)
-international organisation and team
-languages: English-German-Polish

-informing the clients about the product,
-maintaining clients database,
-maintaining good relations with customers
-data collection
-partner portal support
-field: solar panels
-international organisation and team
-CRM: Salesforce