Oversee the IT Specialists position within the Avanade IT Poland, Nordic and Gallia departmentAct as the Career Advisor – supervise the development / career growth of the IT Specialists in Poland, Nordic and Gallia region countries (11 employees)Providing support and direction to the IT Specialists to ensure consistency and quality in all IT Support processes and initiatives.Leading Incident Management / Service request process. Communicate with appropriate 3rd line support parties.Supporting on/off-boarding process for the managed regions by making sure process is aligned with the HR and local business expectations. Developing and implementing local policies and procedures that comply with Global Avanade IT standards.Responsible for day-to-day support operation to Polish, Nordic and Gallia customers.Perform customer request / problem identification in complex situation, following investigation, resolution and / or escalation to 3rd line support parties.Managing the workload and quality of the Incident management process.Leading IT Asset Management process (inventory, imaging, distribution, support, retirement).Monitoring systems and trends to proactively prevent occurrence of incidents.Managing customer expectations to maximize end-user productivity and positive user experience.Managing local infrastructure and telecommunication contracts including managing relationship with based in Poland, Nordics and Gallia vendors.Build and maintain the relationships with local teams / managers to understand and support their needs.Participate in the global projects and implement new solutions in the local environment.

Oversee the ITS Specialists within the Avanade ITS in Poland (2 FTE), Nordic (3 FTE) Act as the Career Advisor – supervise the development / career growth of the ITS Specialists in Poland, Nordics (FIN/SWE) Providing support and direction to the IT Specialists to ensure consistency and quality in all IT Support processes and initiativesLeading Incident Management / Service request process. Communicate with appropriate 3rd line support parties Developing and implementing local policies and procedures that comply with Global ITS standardsResponsible for day-to-day support operation to Polish/Nordic/Gallia customersPerform customer request / problem identification in complex situation, following investigation, resolution and / or escalation to 3rd line support partiesManaging the workload and quality of the Incident management processLeading IT Asset Management process (inventory, imaging, distribution, support, retirement)Monitoring systems and trends to proactively prevent occurrence of incidents Managing customer expectations to maximize end-user productivity and positive user experienceManaging the local infrastructure and telecommunication contracts including managing relationship with based in Poland/Nordic counties vendorsBuild and maintain the relationships with local teams / managers to understand and support their needsParticipate in the global projects and implement new solutions in the local environment

• oversee the IT Support Specialists and System Administrator positions within the Infusion IT Poland department• responsible for the career growth and development of the IT Support Specialists and System Administrator positions• providing support and direction to the IT Support Specialist, System Administrators and Infrastructure Specialist position to ensure consistency and quality in all IT Support and Infrastructure processes and initiatives• managing the workload and quality of the Incident management process• planning and implementing IT infrastructure / IT Support initiatives throughout Infusion, such as new office setup, new application/server deployment and telecommunications solutions• advising Manager, Global Information Technology on IT policy and procedures changes to improve quality of service to the organization as well as efficiency within the team• managing local infrastructure and communication contracts including managing relationship with all based in Poland and UK vendors• cooperating with NA based IT Team Lead in order to transfer knowledge, participate in the global initiatives and implement global solutions for internal IT and Business

• train and coach employees and disseminate knowledge of best practices • provide assistance on the deployment, configuration, support and maintenance of network, hardware, server and enterprise systems (directory, email, database etc.)• assist in ensuring the infrastructure can support the requirements of the business as we continue to expand• document the infrastructure architecture environment and administrative procedures to ensure our IT infrastructure remains effective, reliable, cost effective and high quality• administer, support and grow company backup and recovery system as required • configure, deploy & support new servers / PCs / Laptops / mobile devices and other equipment • maintain and support printers and other office technologies

• managing the Europe Level 1 IT help-desk team located in Bucharest – Romania (13 employees) • managing Level 2 IT help-desk teams located in 6 European countries (23 employees)• organizing and leading weekly help-desk meetings in order to revise Europe IT related issues, exchange information about the challenges across all Genpact locations• cooperation with Genpact IT Project Managers, IT Transition Managers and Sourcing team in order to accommodate new business operations in all Genpact Europe locations. Participating in building the IT solutions based on Genpact or client standards, supervising on-site testing of the solutions, roll-out of the solutions for new business team joiners• cooperation with IT Project Managers in monitoring performance of internal/client business applications, execution of the IT changes initiated by internal or client IT teams• leading internal IT projects which implement or upgrade currently used IT solutions• cooperation with internal Genpact Security team in order to ensure that Genpact / client policies are properly implemented and properly fulfilled• participating in weekly Genpact IT change management process call and acting as the SPOC for Help Desk team• acting as a SPOC in the escalation process across Europe• acting as the communication interface between L1/L2 and L3/IT Project Manager team/IT Transition team within Genpact regarding changes, improvements and new solution implementation• acting as local Krakow manager for the Level 2 IT team and being responsible for managing local hardware and software solutions• initiated the communication to all European end-users in order to increase IT knowledge within organization • participating in global Genpact projects and coordinating the implementation of Genpact global IT standards within Europe help-desk organization

• managing of ICT help-desk team• providing efficient support, aligned with ITIL standard, in the area of ICT solution for all production departments within the organization• facilitating creation of SPOC for all company users• benchmark performance of the ICT help-desk team against contractual SLA conditions• agreeing and participate in the end-user awareness communication companion• participating in the projects related to implement new ICT solutions• coordinating implementation of new ICT solutions• in scope of establishing proper communication lines between all parties / companies who provide ICT solution• have work closely with supplier in creation the input to the support model for the new solutions being implemented within the organization• coordinate communication within the international ICT department between supplier/customers and Service Delivery Team• organizing and leading regular meetings with representatives and suppliers of ICT solutions• documenting and communicating meeting minutes, actions and decisions• reporting the SLA according to Service Catalog, Operational Level Agreement and Underpinning Contracts• in charge of control current ICT environment: > coordinate implementation of new ICT solutions including prepare implementation plan and test scenarios > prepare and supervise the roll-out / roll-back plan > prepare the end-user communication including communicate the support model• maintaining the procedures related to Incident Management, Problem Management, Request Fulfilment• being the escalation point in the Incident Management process• monitor and manage company software licensees needs

• assure APCE user support in area of IT meets requirements agreed with internal and external users/customers. • shape APCE IT users support in a way helping APCE to meet it’s objectives. • actively co-operate and support IT team in all locations of Accounting Plaza. • internal communication with all teams who are supporting users of Accounting Plaza Central Europe (NL/CZ/SK/PL)

• coordinating implementation process of SAFO.biz ERP class system in client premises • coordinating implementation process of SAFO.mobile hand-held system for sales representatives • training users how to use the SAFO.biz & SAFO.mobile applications • testing prepared environments before roll-out on production according to test scenarios• testing new version of SAFO application before implementing within the production environment• reporting bugs to programmers and testing prepared patches• implementing the new version within the production environment according to previously agreed with customer implementation plan

• fixing PC computers in our client's branches• building and configuring new PC computers, laptops• building and configuring LAN networks• installing and configuring operating systems Windows class (95/98/Me, NT,2000,XP), • installing software designed to manage company (developed by InsERT company).• training people in using Windows class operating system, application which support manage the company (especially InsERT systems). • helping in using PC computers, operating system, installed software