Quality and Process SpecialistIncident Manager (2012.03 - 2013.07)- Creating and developing incident management process- Creating work instruction of Incident Manager- Creating daily incident reports and monthly SLA reports- After high priority incident creating Post Mortem Report- Monitoring, tracking and escalating high priority incidentsLead Incident Coordinator (2012.03 - 2013.07)- Creating work instruction of Lead Incident Coordinator- In case of high priority incident (CBI High or Critical), coordinating the troubleshooting steps: receiving call from HD or Monitoring Team and Management contacting incident solver team to get updates of troubleshooting, ETA, etc. Inform Management regularly about status of the incident (organize technical call and management call if necessary) Monitoring the master incident ticket handling Co-operating with other departmentsConfiguration Manager (2013.07 - 2016.12.31)- Maintain CMDB (Create, modify, delete Configuration Items)- Developing configuration management process.Problem Manager (2013.07 - 2016.12.31)- Creating and developing problem management process- Creating work instruction of Problem Manager- Opening and Closing problem tickets- Monitoring, tracking and escalating problem ticketsDelivery Catalog Manager (2017.01.02 - ) - Catalog update lifecycle management (usually every quarter year, 8 weeks each).- Creation of timeline (scheduling the 8 weeks).- Delivery element maintenance (create, change, delete).- Communication with SDE Managers, FC Managers, Top Management, Testers.- Creating reports- Creation of the catalog

Leading and coordinating the printer support of K&H Bank- Cooperation with the technicians of the external company (e.g.: software and network settings)- Coordinate troubleshooting with the external company- Cooperation with the Service Desk of K&H Bank (e.g.: guidance)- Resolving software issues (e.g.: Driver install, web settings, etc.)- Tracing the printers locations- Planning and executing the move with the external company (migration of the K&H HQ)- Coordinating data collection for the quarter-year accounting

Supporting our customers (from Barclays) by:- Investigating and resolving minor issues (e.g. mapping drives or printers, application settings, password resets, etc.)- Creating tickets for resolver 3rd line teams of major issues (e.g. local issues, multiple user issues, etc.)- Customer care (giving updates on pending tickets, callbacks, answering „How to…” questions, etc.)- Backlog in non-business hours (updating tickets, sending strike e-mails to customers or to resolver teams)Creating minor project-works:- User guidance- Team meeting presentations- Training materialsTeach, train and help the new colleaguesDeputy Level 2 analyst occasionallyPlanning and executing the desk move within the company (moving PCs)Completing GVU (Getronics Virtual University) courses