Anna Koldej Email & Phone Number

Poland

Gliwice, Woj. Śląskie, Polska

Team Coordinator responsibility:overseeing the processes and details of how a team reaches goalsoversee quality, systems, research and design related to the team’s projectassures that specifications of a project are met and that team members work togetherkeep records, assign tasks and analyze processes and meet the quality standards put forth by the companysetting up meetings to discuss issues and keeping up communicationsmaintaining a close working relationship between all memberscrating and modifying the team shift planService Desk ResponsibilityConnecting Remote to user PC DevicesSolving Issues in a creative wayTroubleshooting IT IssuesTaking over case via Phone and impudently problem solving.IT Ticket Quality Coordinator:Responsible for the quality of all Tickets created by Service Desk Agents, Email Remedy Console, webpage console- Checking Tickets for right procedure handling- Correcting misspells and group assignment- Corresponding with third Level support teams and Coordinators - Escalating casesCreating knowledge base posts / Service Desk solutionsProviding active feedback and organizing knowledge trainings for Service Desk agentsCreating specifics reports regarding Ticket Quality Taking care of Priority 1 and 2 IncidentsParticipate in on-call duty with Critical Incident Management Management Team and Managers.Identify, diagnose and resolve problems together with other support teamsContribute to prevention of Critical IncidentsFollow the implemented processes (ITIL)Sending information (SMS + e-mails) to Managers regarding Higher Priority IncidentsCreating IVR msg. for customers regarding an Outage.

Katowice

Responsible for answering phone calls and e mails from end users, creating tickets in Remedy EARS, ITSM, HP, OVSD, ITSM (version 7.6), S4, Jira checking user’s accounts in Active Directory and resolving incidents ( for example: updates and upgrades of JAVA, IE, Adobe Flash Player; password reset, connecting to user’s PC and checking the problem etc) Responsible for troubleshooting technical issues (DameWare). Dealing in a professional manner with all clients/customers. Installation of various programs for customers (Adobe Flash Player, Adobe Reader, Minitab 1.6, IE, Java, MS Communicator, VPN etc) Password reset for various applications (Oracle, Remedy, Workbrain, PeopleSoft, Citrix etc). Taking care of Token issues (RSA console). Configuring users in the BlackBerry Console. Managing tickets and analyzing cases. Cooperation with Level 2 and Level 3 Support. Direct contact with the German and English client and with other cooperating companies

Katowice, Woj. Śląskie, Polska

2nd support line. Duties: - responsible for administration of computers' users both for English and German speakers.- responslible for computers' migrations e.g. Windows 7 and PC refreshSkills: ITSM, SAGE, RFPC, ASSET AND APPLICATION MATRIX, Active Directory

Zabierzów

Opieka nad klientem angielsko- i niemieckojęzycznym, wpsarcie techniczne klientów, przyjmowanie zgłoszeń drogą mailową oraz telefoniczną, prowadzenie korespondencji z klientami zagranicznymi, analiza problemów informatycznych , administracja zdarzeń i danych klienta w bazach danych.Wsparcie takich aplikacji jak:Oracle, Peopelsoft, Workbrain, Outlook itp.

Zabierzów

Opieka nad klientem niemieckojęzycznym Shell Deutschland m.in. w zakresie euroShell Card, zapytań ze strony stacji benzynowych, klientów, dyspozycji, księgowości i innych wewnętrznych i zewnętrznych działów, administracja zdarzeń i danych klienta w bazach danych. Front office (jak i również przebyte szkolenia Back Office - dział realizacji zamówień euroShell Card) - bezpośredni kontakt telefoniczny z klientem i firmami współpracującymi.