Karol Miskiewicz Email & Phone Number

IT Service Manager and Application Provider for 14 applications (Calypso; Trading, Collateral, Derivatives, Clearing, Settlement, Safekeeping & Corporate Actions solutions)#Detail maintenance plans into concrete actions and ensure sufficient skilled resources in the service domains, enabling sustainable solutions.#Drive maintenance and improvement activities in order to achieve the overall SLA objectives, as well as facilitate capacity management to ensure sufficient capacity for the service.#Set operational targets during projects and improvements to achieve sufficient quality in releases to production.#Through communication and co-operation demonstrate active stakeholder management in order to deliver on agreed expectations.#Handle and mitigate risk, audit and compliance issues in the short and long term to ensure compliance.#Plan, follow-up and forecast the costs for the portfolio to keep cost targets.#Simplify the application architecture to increase stability and ability to further develop.

Provide Application 2nd line supportDeploy new versions of softwareMigration projectsDecommissioning ProjectsProcess automationDevelop and react on the warnings and alerts from monitoring systemWork with Infrastructure and Operation Teams as well as Application Development teams to develop, implement, and control high quality applicationsFollow ITIL processes and manage tickets in BMC Helix toolContribute to team's Knowledge Management System, documentationManage relationships with business teams and application users

Gdańsk Obc

Application OperationsSettlement and ServicesWBO Collateral & TR Technology

Gdansk, Pomeranian District, Poland

Application OperationsSettlement and ServicesWBO Collateral & TR Technology

Gdynia, Pomeranian District, Poland

- Daily manage workflow for 15+ ThomsonReuters IT specialists - Continuous incident management (Elektron EDGE, FXT bundle, network devices)- Using ITIL based processes- Handling business critical queries and cases- Internal and external stakeholders management- Operational Acceptance Tests management and coordination- Drive internal resolver groups to increase performance to meet SLAs- Responsible for communication procedures- Escalations to worldwide comms providers: Savvis, BT, AT&T, IPC, etc.- Escalations to TR support desk managers, problem and configuration management teams- Post mortem reviews and analysis- Salesforce, Siebel CRM and HP Service Management tickets coordinator- Monitoring, troubleshooting, testing, connfiguration of ThomsonReuters IT infrastructure (Juniper/Cisco/WindowsServer)- Provide and Assist with key projects for support/service improvement- First line manager for weekend cover specialists

- Pro-active monitoring of client site servers and services all around the globe 24/7- Pro-active monitoring of network devices (juniper, cisco, accedian NID) - netcool- Acting as a customer support for the clients (effective communication) - Managing problems end to end. Liaising with field groups, technical operation/telecoms, BT, Savvis, IPC, AT&T, 2nd line support. Keeping track the progress until problem is resolved- Assisting client’s requests including direct liaising with end users by teleconference- Working with last mile comms providers- Troubleshooting network connections and equipment, satellite issues- Collecting & analyzing log files from client site device- Resolving problems using remote management tools (i.e. Tivoli, SSH, Telnet)- Remote software distribution - servers upgrade / software testing / diagnostics- Performing post-install checks to ensure correct function of devices / health checks- Remote MS Server 2008 configuration- Working with management and escalating to external teams, 2nd line application support- Assisting other groups to determine the status of a client site device using remote health checks- Assisting on site engineers to enroll devices to Tivoli and BlueCoat Director / remote management support- Maintaining adequate product, technical and market knowledge- Maintaining call handling – proactively informing client about the issue- Call logging / ticketing CRM system – Siebel, Salesforce

- Spare parts data update – Materials Management / SAP ERP- New ACER computer models data introduction into SAP system / Bills of Materials- Warehouse excess stock management data reports – Production Planning and Control / SAP- Business support projects management – SAP Project System / - tools making data accurate- Spare parts replacements – analyzing, creating chains of parts for purchasing dept.- Non confirmed electronic parts recognition – data / diagrams / analyzes- Technical support to other departments (customer service, planning, purchasing)- Ticketing system – handling incoming queries on daily basis- Handling technical queries, EMEA 2nd line support, emails / phone calls queries - New solutions and tools development – MS environment- Prices update and maintenance – Coordination with ACER HQ

Toshiba Television Central Europe

- New TV models data introduction into system / Oracle database- Process changes maintenance – cooperation with Toshiba HQ in Japan- Process changes analyzing and reporting to HQ in Japan- Database maintenance / Oracle Warehouse Management Systems- Documentation maintenance / tracking changes, upgrades in TV models, sets- 1st Line Technical support to other departments (customer service, planning, purchasing)- New solutions and tools development – MS environment

Lenovo Polska Sp.Z O.O.

- Data transfer management – SAP database, cooperation with Chinese branch - Analyzing and organizing incoming data - Materials Management / SAP ERP- Database validation and maintenance- New product introduction - Materials Management / SAP ERP- 1st Line Technical support to other departments (planning, purchasing, quality)- New solutions and tools development – MS environment