Beata Bukowska Email & Phone Number

Kraków, Pl

Kraków, Woj. Małopolskie, Polska

TESTING:• Manual testing based on provided scenarios• Creating test scenarios in Visual Studio Team Foundation Server 2015• Participating in requirement creation• Estimating time required for test conduction• Preparing release notes for Product Owner• Creating FtiNesse acceptance test SUPPORT:• Providing day to day operations support for several applications, starting from CCRP &NPS, within agreed scope• Help maintaining service support SLA objectives (response / resolution times) by providing general incident and problem management support in cases where Service Desk competence is not sufficient to resolve the case. • Supervision of Service Desk Knowledge Base and maintenance of applications’ instructions • Providing high quality support service to end users, managing escalations and coordinating tickets solving process to ensure fast resolution by smooth flow of the tickets between various levels and teams • Troubleshoot server and applications problems • Supporting rollout in investigating and establishing action plans for resolving rollout incidents and ensuring urgency of rollout business requirement is properly addressed • Verifying the quality of resolved incidents and problems • Taking responsibility for applications configuration management • Actively communicating with suppliers/partners and users • Approach architecture design and problem resolution proactively • Planning future activities to maintain high quality content, improving operations and processes • Conducting training for super – and/or end users• Providing training for Service Desk

• Tier 2 application support, managing a network license pool for applications, user account management, troubleshooting technical issues, escalating major incidents, reporting on a daily basis, testing new applications and updates.• Handling e-mails from customers regarding ABB applications• Knowledge Management – maintaining Knowledge Base, providing resolutions, adding/creating articles, contacting developers in order to obtain more information or possible resolutions and flow of knowledge.• SOX Assessor – dealing with SOX review, creating reports, application testing (good knowledge of other ABB applications).• Providing advanced service in timely manner to ABB users.

• Handling incoming phone calls / e-mails from customers regarding technical issues• Analyzing and resolving most common enquiries by providing step-by-step solutions or using remote access to take control of the computer and solve the problem• Keeping records of all customers’ enquiries in the reporting system• Delivering professional and prompt service to the end-user

• Customer service in polish, Croatian, Russian and English.• Creating offers for groups and individual customers.• Advertising and selling tours to Croatia, Cuba, Russia and Indonesia.• Representing company on Diving Shows in Warsaw and Moscow.• Managing Diving Center in Croatia- -organizing dives, diving courses, accommodation and food. Cooperating with Croatian partners. Organizing meetings with customers, solving problems, leading tours and dives.