Marcin Kurek

Experience

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  NSG Group

  Jan 2015 - Jan 2016

  IT Consultant

  + Proactive monitoring of network devices and servers (Windows) in hundreds of sites across the globe, all year round (shift work)+ Managing business critical cases including most crucial sites for company + Remote servers troubleshooting+ Liaising with network and equipment provider+ Using BMC Remedy CRM to log work and cases + Serving as a first line of remote support for users in India (installing new software, password changes etc.)

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  LSEG Data & Analytics

  Jan 2016 - Jan 2020

  Information Technology Technical Specialist

  + Proactive monitoring (Netcool) of network devices (CISCO, Juniper, Accedian) and servers (Windows) located in over 6000 customers sites all over the world, including the biggest financial organizations + Remote troubleshooting on network devices and servers+ Liaising with around 50 internet service providers and datacenters operators all over the world + Liaising with multiple internal teams from different locations spread around the globe+ Acting as queue manager - distributing work among people on shift+ Managing phone calls+ Transferring knowledge to India Show less

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  Acoustic

  Aug 2020 - Jul 2021

  Provisioning Specialist

  + Implementing available solutions accordingly to customer requirements+ Troubleshooting issues reported by customers+ Handling multiple new cases daily and managing significant backlog+ Keeping attention to process flow and Order to Cash processes+ Liaising with external vendors and internal teams (Support, Sales, Development, Finance) to drive customer cases towards resolution+ Working as queue manager – monitoring team mailbox, assigning cases from chatroom, maintaining teams shared ques clean and updated, keeping workload fair, reacting to critical situations and escalations Show less

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  AMS

  Jul 2021 - Mar 2022

  Specialist - Technology Support

  + Supporting Avature, an ATS, and CRM system, for one of the AMS most crucial customers+ Working on Avature system administration tasks and investigating system malfunctions and issues reported by the customer, cooperating with Avature Technical Support Team on resolving more complex and severe issues + Building and maintaining a strong working relationship with customer by utilizing soft skills to guide non-technical users on how to use the system properly + Participating in implementation and testing of Avature instances for a new customers+ Creating knowledge-based articles and guides for other team members+ Queue Manager role - being responsible for monitoring the team’s case queue and even case distribution among other team members+ Using ServiceNow ticketing system to track and record cases (around 10 daily) and keeping requestors updated in line with given SLAs Show less

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  HSBC

  Apr 2022 - now

  Cryptography Analyst

  + Supporting Venafi Trust Protection Platform+ Managing SSL certificates for the company+ Participating in SSH Discovery process+ Using ServiceNow ticketing system to handle multiple user’s requests+ Liaising with external Certificate Authorities and Venafi Support on resolving more complexissues+ Helping users on how to use the Venafi TPP and advise on their queries concerning the process for different case scenarios+ Bi-monthly on-call support outside of the core business hours to assist other teams in case of severe outages caused by certificates issues Show less