Tomasz Galian

Main responsibilities and areas of expertise:
• Recognizing, owning and managing ITIL major incidents of the highest impact and urgency (Priority 1 and 2) from ticket creation to resolution, ensuring accurate logging of all relevant information throughout the incident lifecycle in ITMS tool ServiceNow.
• Organizing and leading conference bridge calls to facilitate and coordinate work of internal, global teams towards swift resolution of incidents pertaining to enterprise class infrastructure systems and applications such as: Windows Servers, UNIX Servers, Midrange systems, Storage systems, Database systems (DB2, Oracle, SQL, SAP HANA), Network infrastructure and services (DNS, VPN), Printing systems, Telecommunication infrastructure, Virtualization software (Citrix, VM Ware), ERP systems (SAP, QAD, Navision, JD Edwards, AS400), Automation tools (AutoSys, BizTalk), BI systems (SAP, Qlikview), Warehouse Managemet software (JDA RedPrairie), CRM systems (SAP, Salesforce), Collaboration software (Sharepoint, eRoom).
• Providing detailed, written live updates on the status of the incident to broad range of audiences, from business users to senior and executive IT Management.
• Preparing detailed reports on incidents after they are resolved.
• Preparing standard operating procedures used by the Major Incident team itself, as well as when collaborating with other teams.
• Updating applications and infrastructure systems support information.
• Building a knowledge base of manuals and documented processes for the use of the Major Incident team.
• Providing the Major Incident team with tools such as KPI reports in Excel, Outage calendars that are used across multiple teams.
• Providing training to new team members.

• Translation of specialized and general texts from English into Polish, administrative and financial duties, maintaining positive customer relations.
• Areas of expertise: Software, technical, scientific (Physics and Astronomy), as well as humanistic (Music and Marketing) texts.
• CAT Tools knowledge: SDL Studio 2015, Translation Workspace, Passolo, Smartling.

Main responsibilities and areas of expertise:
• Recognizing, owning and managing ITIL major incidents of the highest impact and urgency (Priority 1 and 2) from ticket creation to resolution, ensuring accurate logging of all relevant information throughout the incident lifecycle in ITMS tool ServiceNow.
• Organizing and leading conference bridge calls to facilitate and coordinate work of internal, global teams towards swift resolution of incidents pertaining to enterprise class infrastructure systems and applications such as: Windows Servers, UNIX Servers, Midrange systems, Storage systems, Database systems (DB2, Oracle, SQL, SAP HANA), Network infrastructure and services (DNS, VPN), Printing systems, Telecommunication infrastructure, Virtualization software (Citrix, VM Ware), ERP systems (SAP, QAD, Navision, JD Edwards, AS400), Automation tools (AutoSys, BizTalk), BI systems (SAP, Qlikview), Warehouse Managemet software (JDA RedPrairie), CRM systems (SAP, Salesforce), Collaboration software (Sharepoint, eRoom).
• Providing detailed, written live updates on the status of the incident to broad range of audiences, from business users to senior and executive IT Management.
• Preparing detailed reports on incidents after they are resolved.

Additional tasks outside of the scope of main duties:
• Organizational activities for the team - ensuring necessary access to internal resources and tools such as mailboxes, distribution lists, network shares, online knowledge bases, telephony etc.
• Developing templates and main processes used by the Major Incident team.
• Providing training to new team members.

• Providing remote and over-the-phone IT (in English) support for company's employees regarding software and hardware issues
• Managing user and computer accounts in Active Directory and Forefront Identity Management
• Managing user accounts in Company applications
• Supporting mobile devices - iPhones, iPads and Android devices
Main applications and technologies used and provided support for:
Active Directory, Microsoft Exchange, ServiceNow, Microsoft Office Suite, SCCM, Forefront Identity Management, Adobe Acrobat and Reader, Cisco AnyConnet, Remote Desktop, SAP ECC, BI and CRM, JD Edwards, JDA Red Prairie WMS systems, AS400 systems.

• Advisory duties regarding grand and upright pianos, sales, preparation of offers, invoicing, handling of orders, as well as procurement tasks and reporting.

Clerical and secretarial tasks.