Marta Jurczyk Email & Phone Number

Krakow

As a Service Owner I have been responsible for the end-to-end delivery of service called Monitor & Process in Innovation & Technology domain. I have been managing my team, stakeholders, vendors and delivery team. I have been responsible for the budget management (planning and execution) as well as continuous improvements of service delivery. I have been acting as an escalation point whenever required.

Kraków Area, Poland

As Operations Manager I was responsible for planning and maintaining service availability and capacity for GPLM, Reflex and Operations Desk. I was acting as interface and escalation point for application owners, infrastructure service providers. I was coordinating security vulnerabilities and compliance remediation for GPLM and Reflex, planning and implementing infrastructure and application changes, and coordinating resolution of incidents.

Kraków Area, Poland

▪ Managing a team with focus on effective operational execution▪ Assuring quality and accuracy of HR processes by monitoring the execution, overseeing the team organization and appropriately allocating work and assignments to individual team members▪ Identifying, recommending and assisting in implementation of best practices to gain efficiency and drive productivity gains▪ Assuring people development by providing regular coaching and training to the team members and acting as a Subject Matter Expert when appropriate▪ Ensuring a positive working relationship within the team and with external customers by measuring customer/ employee satisfaction▪ Managing human resource planning, selection and development

Kraków Area, Poland

▪ Helping application teams to achieve the service availability and capacity targets▪ Managing monitoring system (new monitors creation, maintain/modify existing monitors)▪ Defining proper monitoring and thresholds based on the availability and capacity plans▪ Validating and verifying the quality of resolved incidents and problems▪ Basic troubleshooting of server and application issues▪ Acting as a focal point between application teams and external providers▪ Planning future activities to improve operations and processes▪ Escalating and following up on open cases

Kraków Area, Poland

▪ Ensuring all actions are within the scope of the SLA - supervising Incident resolution deadlines▪ Monitoring pending/On-Hold Incidents as well as breached Incidents▪ Managing Call Chases & escalating to resolvers - Chasing Incident Assignees asking for updatesand potential resolution times▪ Cooperating with the Major Incident Coordinator when a Major Incident is identified▪ Ensuring all Incident Management tasks are completed on time and according to agreedprocedures▪ Leading conference calls for clients and resolvers▪ Working with servicedesk management▪ Recommending appropriate action plans and if required planning improvements for the future▪ Monitoring duplicate Incidents▪ Monitoring Incident queues for Sensitive VIPs and VIPs if applicable▪ Pro-active identifying incidents ‘at risk’ and take appropriate preventive measures

Kraków Area, Poland

▪ Account administration - Active Directory and CBS (Oracle)▪ Distributing workload among the first line agents▪ Assisting first line agents with more complicated technical problems and procedural ambiguities▪ Handling additional workload when necessary (phone calls and e-mails)▪ Acting as a shadow person for Incident Manager▪ Conducting trainings for first and second line new joiners - client specific and general technical

Kraków Area, Poland

▪ Undertaking initial diagnostics of the incident▪ Handling incoming phone calls /e-mails from US, India based and European customers regardingtechnical issues related to: hardware, software and network▪ Delivering professional and prompt service to the customers▪ Keeping records of all customers’ inquiries in the reporting system (ITSM Remedy and ARSRemedy)▪ Improving project’s knowledge base▪ Analyzing and resolving most common inquiries concerning hardware, software and telephony byproviding step-by-step solutions or using remote access to take control of the computer and solvethe problem▪ Supporting applications and systems such as: ITSM Remedy, ARS Remedy, Active Directory, CiscoVPN, Citrix, Oracle, CBS, AS400, SAP, Primus, SharePoint, M@ilChannel, Breach Monitor,Microsoft Office, Telephony: (Cisco, OpenScape, Blackberry), iDevices: (iPhone, iPad),Servers:(Exchange, Wintel, UNIX)▪ Account administration – AD, Oracle, CBS, AS400; creating and modifying accounts, passwordresets, etc.▪ Undertaking a the role of a shadow person for Quality and Training Coordinator (included providingtrainings for New Joiners, helping other 1st line agents with more complicated assignments,preparing training plans and coaching materials)▪ Sending more complex inquiries to the appropriate IT Support Team

English Language And Literature, General

Master Of Arts (Ma), English Language And Literature, General

Bachelor Of Arts (Ba), English Language And Literature, General