Bartlomiej Duma Email & Phone Number

Aljaraque, AL, ES

Andalusia, Spain

• Responsible for effectively leading, supporting, and developing the support team to achieve 4me support KPIs while fostering a positive and collaborative work environment for team members
• Monitoring 4me Support KPIs and ensuring they are met and taking appropriate action when negative trends are detected
• Operational Excellence: Improving support procedures to enhance efficiency and initiate initiatives for automating support tasks
• Operational and Tactical Resource Management: Ensuring that enough resources are available and monitoring support demand trends
• Providing support for customers who report 4me-related questions, issues, and enhancement ideas
• Team Escalation Point: Acting as the escalation point for support team members when encountering challenging issues

• Providing technical leadership in transforming requirements to solutions and technical designs
• Providing technical leadership on proof of concepts to establish architectural patterns for new service offerings and designs
• Providing service management expertise including training and mentoring
• Building customer relationships by delivering expectations on assigned deliverables,proactively identifying add-on work and assisting in identifying sales opportunities
• Building and transitioning organizations from other service management solutions to 4meservices
• Providing ‘Early Life Support’ when an organization has started to use 4me services inproduction

- Support of 4me partners and customers with 4me implementations- Advising customers on best practices and providing guidance for 4me- Providing consultancy to help ensure that customers get the maximum benefit from use of 4me- Support customers on daily basis with improvement and optimization of their Service Management processes

Warsaw, Masovian District, Poland

- Coaching and training teams and individuals on ITIL, DevOps and Lean IT - Collaborating with various teams and disciplines to promote and develop best practices- Leading working sessions using a variety of requirements gathering methods such as interviews, documentation analysis, surveys, site visits, workshops and business models with managers and.

- Providing approved ITIL Foundation and ITIL Practitioner training and copyright training for customers of INPROGRESS Company- Providing consultancy on the use of IT Service Management- IT Service Management solutions implementation and development

Warsaw, Masovian District, Poland

- Design, implementation and administration of Active Directory Services- Group Policy Objects design and management - MS licenses administration (Volume licensing)- Windows Servers administration (Windows Server 2008 & 2012)- Support tools delivery (usage of VBscript/PowerShell) - User workspace support for global Opera Software users (Active Directory.

Warsaw Area, Poland

- Support and implementations of IT service management application for IS HUBs within EMEA Region- Improvement of change management process according to ITIL guidelines- Service portfolio & catalogue management- Acting as a Single Point of Contact (SPOC) for respective IS HUBs: ASIA-PACIFIC, AME, SWE, RUCIS, DACHS- Projects planning and delivery- Providing.

Warsaw Area, Poland

- Design of upgrade and execution of upgrade of Antivirus environment to SEP Manager version 12.1 RU1 for EMEA Region (covering over 18K clients)- Administration of Antivirus environment SEP Manager version 12.1 RU1 within EMEA Region- Acting as a Single Point of Contact for Africa Middle East IS HUB (AME)- 3rd line of user workspace support for AME HUB.

Warsaw Area, Poland

- Comprehensive administration of Antivirus environment SEP Manager version 11.x (covering over 12K clients)- Antivirus environment consolidation within NECE Region- IT Security improvement (building and managing of security policies and standards, decrease of number of security incidents, hard drives encryption solution implementation, software.

Warsaw Area, Poland

- Involvement and coordination of local self-assessments, IT controls testing and evaluation – coordination of actions in the CBUs of NECE Region- Analysis of current project portfolio (the main project management repository of ITIS organisation, extract of data, assurance of regular communication with HUB directors)- Analysis and reporting of convergence.

Warsaw Area, Poland

- Active Directory administration for NECE Region- Performing Active Directory migrations- Servers administration- 3rd Line of Support for Active Directory issues- Servers monitoring tool management

Bachelor'S Degree, Management

Master Of Science (Msc), Teleinformatics