Karolina Kłosińska Email and Phone Number

Team Manger - Duties- Supporting Sub-tower Manager in executing operational goals of the department - Providing weekly and monthly statistics and data analysis- Supervising and coordinating 30+ team of 1st and 2nd line engineers - Setting both team and individual objectives/ monitoring the results/ quality of work according to agreed processes - Coaching and guiding of team members/ Carrying out periodical assessments of the subordinate team on a regular basis and evaluate operational efficiency of the team members- Ensuring all administrative tasks (holiday planning, working time, etc.) are accomplished according to internal policies and legal requirements.- Being responsible for compliance of SLAs (KPIs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction- Being a single point of contact for operational escalations, providing required feedback, resolving issues with the service delivery and escalating to appropriate managers when changes are required - Recommending changes to processes to ensure continuous improvement, driving the standardization of the services within a department- Building and maintaining business relations with stakeholders (customers, end users, peers, management) - Reporting to senior managers- Organizing and driving the recruitment of the team as per business needs- Organizing and running regular team meetings to keep good operational awareness and assist in problem solving- Ensuring a clean, safe and friendly working environment- Performance monitoring- Evaluate documented resolutions and analyse trends for ways to prevent future problems

Usermanangement for German accounts- Troubleshooting and resolve incidents and service requests that have been escalated from the 1st line team, providing feedback to 1st line to facilitate their knowledge - To provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service- To ensure that all SLA’s are met- To work effectively and productively with 1st line support- To take ownership of user problems, perform a technical diagnosis- To maintain user security on all systems- Experience of user account administration within Active Directory, IBM Domino Lotus Notes and Exchange 2010 - Experienced in updating Support Knowledge Base- Knowledge of ITIL service operations / service transition and continual service improvement.- Respond to contact from customers via email, manual notify and logs in ticktes and maintaining a high level of customer service during all contact- Respond to customers within agreed service levels and ensure all support processes are followed- Log all working hours in the companies time management tool- Prioritise and schedule incidents and issues. Escalate problems (when required) to other, appropriately experienced, colleagues.

Technikum