Sebastian Wełna

• Managing the flow of day-to-day operations
• Creating, analyzing and providing reports
• Handling complains
• Reviewing daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise)
• Providing direction, instructions and guidance to the team for the purpose of achieving a certain goal
• Identifying and taking appropriate actions based on daily, weekly and monthly KPI reports
• Taking actively part in meetings with the customer to analyze the results

• Being the single point of contact for the Customer
• Handling complains
• Reviewing daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise)
• Providing direction, instructions and guidance to the team for the purpose of achieving a certain goal
• Managing the flow of day-to-day operations
• Creating, analyzing and providing reports
• Identifying and taking appropriate actions based on daily, weekly and monthly KPI reports
• Taking actively part in meetings with the customer to analyze the results

- Customer meetings
- Documentation
- Environment Support

Technologies
- Mobile Iron
- Citrix Xen Mobile
- Cisco Meraki

- Team Lead of 50 2nd Line WSDS Service Desk Agents
- Set up of Second Line Support
- Knowledge and process transition
- Creation of service specific documentation
- Service, Process architecture
- Team recruitment

MDM Service Development Tasks

- High Level Design Tasks
- Creation of service specific documentation: OWI, OOC
- Organizing of trainings: 1st, 2nd Line
- XenMobile Lab Environment setup
- Tests on Devices
- Samsung KNOX

Mobile Device Competence Centre

- CItrix XenMobile
- Advanced mobile OS knowledge:
Android, iOS, Windows Phone, Black Berry
- Customer presentations

- Knowledge transition and trainings
- Service support
- Remote Desktop Administration
- XenDesktop, NetPro

German Service Desk Coordinator Tasks
- Service improvement

Second Line Support Engineer
- Germany, Switzerland, England, Poland
- Desktop Support: Win XP, 7
- Software assignment
- Application support for example:
Lotus Notes, MS Office 2000 - 2010,
MS Windows, SAP, ITSM 7
- Organizing of trainings: Lotus Notes, BlackBerry,
Office, Desktop Support

- German, English, Polish
- Application support: Lotus Notes, MS Office 2000 - 2010, MS Windows, SAP, ITSM 7
- Desktop Support
- Ticket creation,
- Dispatching