I have a rich experience in Outsourcing where I have spent over 3 years and had worked on different positions. Starting from FIRST LINE AGENT where I have learned a lot about the characteristics of clients' support, than KNOWLEDGE SPECIALIST where I have beed responsible for procedures' creation and knowledge transfer to the Service Desk ending with Problem and Incident Management TEAM LEADER where I was responsible for those processes within the project. Apart from that my duties were to: build, train and motivate the team, represent Capgemini in front of the client, present weekly, monthly, yearly reports showing the overall performance.After one year of post graduate studies I just have passed the IPMA - Project Management Associate exam which draws a picture of my knowledge about Project Management.Specialties: IPMA Certificate - Project Management Associate, ITIL, Remedy support, MS Excel - building reports, Incident Management, Problem Management, KPI's and SLA's definition,
Listed skills include Itil, Outsourcing, Project Management, Business Process, and 1 others.