Experience

• 

  Omni mount washington resort

  Jan 2014 - Jan 2014

  Food runner

  Busser/Food Runner in Main Dining Room. Job in a 4-star resort entailing exceptional English skills and high culture of work.

• 

  Omni mount washington resort

  Jan 2015 - Jan 2015

  Food server

  Server at Stickney’s Restaurant - promotion from Food Runner position. Face to face contact with demanding customers of a 4-star resort entailing exceptional English skills and high culture of work. Direct responsibility for customers' experience and safety regarding food and beverage choices.

• 

  Capgemini

  Jan 2016 - Jan 2021

  • Investigating and solving problems within Office 365 infrastructure - mainly Outlook.• Cooperating with Outlook MVPs to understand and solve complex issues revolving around Microsoft Outlook service and customer’s systems• Cooperating with Microsoft support to provide data for investigations and test solutions.• Independent searching for solutions to emerging IT problems and updating the existing knowledge base.• Upskilling co-workers in the O365 field. • Full transition to German-language service operations, including all backdesk applications and systems • Solving and coordinating issues for German customers that could not be solved on the first line of support.• Independent searching for solutions to emerging IT problems and updating the existing knowledge base. • Fulfilment of specialized tasks regarding complicated cases for customers and internally within the team. Ad-hoc analyses and operations on difficult cases• Responsibility for training new employees and ticket quality control• Testing new application solutions for the project and coordinating their deployment.• Consultant role regarding improvement of the IT services process • Service integration between IT teams• Providing hotfixes and further advice for the customers through telephone calls and emails• Ensuring quality of the information within the system, distributing tasks within the team.• Handling complaints and negative feedback.

  • Senior IT Specialist with German

    Jan 2019 - Jan 2021

  • Customer Service Specialist with German

    Jan 2019 - Jan 2019

  • Customer Service Specialist

    Jan 2017 - Jan 2018

  • Customer Service Advisor

    Jan 2016 - Jan 2017
• 

  Tüv rheinland europe

  Jan 2021 - Jan 2021

  Senior it specialist with german

  • Took part in Service Transition over to Poland through:o Providing technical training to new employees,o Filling and reviewing the Knowledge databaseo Providing feedback on level of service • Fulfilling telephony SLA targets

• 

  Kyndryl

  Jan 2022 - now

  Service delivery manager with german

  • Managing service delivery according to the agreed contract standards • Coordinating service delivery on the account in accordance to ITIL, managing technical teams from the procedural perspective to ensure satisfactory results• Building and maintaining business relationship with the customer • Acting as an escalation point to facilitate high priority incident resolution, ad-hoc coordination to speed up the operations.• Problem Management Process: Controlling potential problems emerging from incidents, Problem creation, taking part in Major Problem Conferences, ensuring satisfactory closure• Since 12/2022: took over another customer as the only SDM for the project: o Regular control and presenting overall analyses of the SLA targets in an extremely dynamic service, taking active part in Continual Service Improvement to improve processes and results. o Account reporting through multiple complex reports allowing granular overview of the service for the customer. o Preparation of monthly SLA Reports, negotiating exceptions. Pokaż mniej