Katrin Piotrowski

Experience

• 

  Lurgi, Inc.

  Jan 1995 - Mar 1996

  Secretary/PA Health & Safety

  • Organisation of all meetings and safety exercises• First contact point for all emergency services and local authorities• Distribution of all incoming and outgoing correspondence• Set up a new filing system • Distribution of Safety documents to all sub-contractorsHead Reception Office of the Construction site, Oil Refinery, Leuna, Germany• First contact for all visitors and emergency services accessing TLT Management and site Contractors • Recording of all incoming correspondence and documentation• Compile and maintain personnel location plan and internal and sub-contractors telephone listing using Excel Show less

• 

  NEM Power-Systems

  Jun 1997 - Jan 1998

  Document Controller

  • Reorganization and quality assurance of the digital documentation • Translation of documents from English to German• Updating the existing presentation of operating instructions and manuals• Organization of the computer-based archiving system MS Access • Digitization of technical drawings onto a computer-based system

• 

  Shell

  Feb 1999 - Sept 2000

  Country Lead/Analyst - Helpdesk

  • Establish and organise the New Helpdesk in Manchester, UK• Establish the 2nd Line support in Eschborn, Germany for Shell Chemie• Coordinator for Shell IT and local partners like Synstar (2nd support)• Analysis, troubleshooting and resolution of software and hardware problems • Escalation and follow up of business-critical problems affecting the refinerie’s logistic infrastructures• Deliver training of new starters• Handling customer surveys and complaints: analysis of reasons for customer dissatisfaction • Act as Ticket Quality Coordinator (TQC): ensure appropriate incident logging and problem management• 24-hour emergency care for printers of all Shell refineries• Registration of all incoming calls in a database• Manage user accounts • Assistance in the acquisition of new customers e.g. Shell Chemie in Eschborn, Germany• Remote Desktop Management between Manchester and 2nd Line support in Hamburg and Eschborn Show less

• 

  DSD Ferrometalco

  Jun 2000 - Mar 2002

  Travelling/Accompanying Spouse
• 

  Shell

  Apr 2002 - May 2004

  Team leader/ Leader Migration Shell & DEA

  Shell and DEA represent 40% of the SEOP business in Europe. The Helpdesk provides the 1st line support to 7500 users and handles 5000 interactions/month.• Analysis of calls and management of rota• Evaluation of individual team member’s performance using scorecards (KPI)• Attended weekly Team Leader’s meeting of European Teams • Coaching and supervision of German-speaking team members• The first point of contact for the client’s IT management for the escalation of complaints• Management of resources by monitoring workload, telephone and email queues in CTIWorking as Leader of the IT Migration Shell & DEA• Planning and Execution of the Migration from Windows NT to Windows 2000• Coordination of cooperation with 1st Line Support in Manchester and with the 2nd Line Support in Germany, Austria and Switzerland• Represented the helpdesk at local offices in Germany • Introduced helpdesk to DEA customers; delivered several on-site presentations to the DEA users in their local offices throughout Germany• Acted as a floorwalker in the main Hamburg Head office to ensure a smooth migration of DEA users to the Shell IT environment• Ensured that all integrated teams handled all IT reported problems during migration correctly• Addressed and resolve problems that occur during migration• Assisted Team Leader Head Office Manchester in the resource planning Show less

• 

  BWI BestWater GmbH

  Oct 2018 - Jul 2020

  System Administrator

  System administrator:• Support of the entire IT structure, including server, VM, Windows PC, iMac’s and peripherals• Installation and update of the software• Training of employeesCare of the VoIP telephone system:• Sipgate trunking• Telekom Cloud BPXSupervision of the ERP program WaWision:• Working with a ticket system• Software updateSupport for English-speaking customers in China and the EU:• Selling our products• Purchase of individual parts for productionTeam leader of the IT/Graphic department:• Structure of graphic projects• Monitoring the graphic project• Creation of sales catalogs, brochures, business documents, and instructions for use for all products with Adobe CC. Show less

• 

  Oberlinhaus

  Aug 2020 - now

  As head of IT project management at the Oberlinhaus in Potsdam, I have gained extensive experience in the successful planning, coordination and implementation of a wide variety of IT projects. My focus was on both technical expertise and meeting business needs. The strategic planning of IT projects, from the needs analysis to the implementation and subsequent commissioning, is one of my central competencies.During my tenure, I was able to successfully complete numerous projects, including the successful implementation of MS365, the OTRS ticketing system, the implementation of project management software, as well as the smooth transition to a complete domain, conversion of the printer structure and IP telephony. My work is characterized by a holistic approach that ensures that the technical solutions fully meet the business requirements. Show less In my position as Head of IT Support, my overall responsibility contributed to the development of in-house IT support, with a focus on the efficient use of IT resources and the clear definition and consistent implementation of IT governance. This also included personnel and project planning. Through my many years of experience working with interdisciplinary teams and external subcontractors, I have been able to develop a deep understanding of employee management and development.This expertise not only enabled me to increase the performance of my team, but also to successfully establish cross-departmental tenders and offers for high-quality and sustainable information technology. Show less

  • Head of IT

    Feb 2024 - now

  • Deputy Head of IT

    Dec 2023 - Feb 2024

  • Head of IT Project Management

    Oct 2021 - Nov 2023

  • Team leader IT Helpdesk

    Aug 2020 - Oct 2021