Edyta Osieka

Experience

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  HABA Beton

  Jul 2008 - Aug 2008

  Trainee
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  Bank Zachodni WBK S.A.

  Aug 2011 - Sept 2011

  Trainee
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  Capgemini

  Jun 2012 - Dec 2014

  Customer Service Specialist
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  Vattenfall

  Jan 2015 - now

  My responsibility is to lead the daily work of a multi-competence team, operating mission critical IT services and high available infrastructural and application services to highly demanding business areas. I'm the key stakeholder for different business applications. I monitor the workload, ongoing projects and prepare the resource planning. Ensure the implementation of and compliance with: processes, directives, operational agreements. I find, assess and prioritize risk to minimize, check and control the probability and/or impact of unfortunate events or to maximize the realization of opportunities within the team and/or area of work. I build up and develop long term client relationships. I'm responsible for LCM of SLAs that are in my portfolio. Show less Team Coordinator responsibility:Coordinatig a team of 7 people (backup coordinator for other 8 people), overseeing the processes and details of how a team reaches goalsoversee quality, systems, research and design related to the team’s projectassures that specifications of a project are met and that team members work togetherkeep records, assign tasks and analyze processes and meet the quality standards put forth by the companysetting up meetings to discuss issues and keeping up communicationsmaintaining a close working relationship between all memberscreating and modifying the team shift planResponsible for vacation plan, managing the TETA System (vacation, sick leave, overtime and bussinestrips for all team members.) In the next year also responisible for start, mid and endyear review (seting up goals for each team member)Service Desk Responsibility:Supporting a specific group of users (small but very important group in the company)Connecting Remote to user PC DevicesSolving Issues in a creative way (also backoffice tasks)Troubleshooting IT IssuesTaking over case via Phone and emailTaking care of Priority 1 and 2 Incidents:Participate in on-call duty with Critical Incident Management Management Team and Managers.Identify, diagnose and resolve problems together with other support teamsContribute to prevention of Critical IncidentsFollow the implemented processes (ITIL)Sending information (SMS + e-mails) to Managers regarding Higher Priority Incidents Show less

  • Manager High Availability Services

    Sept 2023 - now

  • System Manager

    Aug 2021 - now

  • IT Technician Client Services Level 4 - Coordinator

    Oct 2017 - Sept 2021

  • IT Technician Client Support

    Jan 2015 - Oct 2017