Marcin Stanek

Experience

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  Select Service Partner

  Mar 2006 - Jun 2008

  Office Administrator

  *Reconciling daily sales*Raising and sending invoices*Ordering transport for company employees*Email and phone communication with customers*Operating tills server*Preparing daily/weekly/monthly excel reports

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  Hewlett Packard Enterprise / CPL

  Jul 2008 - Jan 2019

  - Execute and manage the Knowledge Management process- Support the creation and maintenance of Knowledge Articles for self-service resolution and service desk support.- Monitors and manages the review of lifecycle of the IT Support information in the IT Service Management Knowledge Base.- Provide final quality approval of Knowledge Article submissions- Determine the scope of publishing (self-service and/or service desk support)- Reject inappropriate or duplicated Knowledge Articles and retire Knowledge Articles that are no longer relevant - Review and process feedback from users to Knowledge Articles- Review rating of Knowledge Articles to identify Knowledge Base improvements- Drive periodic Knowledge Base reviews and trigger KB lifecycle maintenance- Produces, analyzes and distributes Knowledge Management reports, identifies improvements to the Knowledge Base and the Knowledge Management process.- Coordinate report reviews with Service Desk suppliers and vendors- Identify improvements to the Knowledge Base and Knowledge Management process Show less *Handle bouncing tickets*Monitor the management systems for incident service requests that are unassigned, No activities & Reaching SLA threshold.*Manage open case volume*Feedback to TSA’s to drive appropriate behaviorImplement & provide Service Desk training for new case procedure*Attended client meetings/con calls*Provide reports on open case status.*Take frontline Service Desk calls when required.*Ensure Quality standards are adhered to in regards to both Cases & Calls.*When appropriate, will complete escalations for severity 1 or 2 tickets in atimely manner.*Ad-hoc reports on the request of Team Leaders*Complete ILC report on a daily basis*Complaints Management – Daily updating of tracker and reporting*Provide feedback to Team Leaders on any areas of improvement*Chase resolver/workgroups on cases missing SLA or about to miss SLA Show less *Answer contacts promptly and professionally*Log/Validate all contacts Call Handling Database*Resolve customer problems using the relevant tools and systems*Manage end to end all calls logged, providing regular updates to customers on call status*Invoke Escalation Procedures within defined time frames*Work to achieve individual and team goalsto comply/complete desk specific or adhoc request/tasks*Mentor new hires.*Ensure Quality standards are adhered to in regards to both Cases & Calls.*Live documentation validation*Protect confidential and sensitive information and materials*Observe strict compliance to licensing, copyright and trademark legislation*Accomplish other duties as required*Pro-actively Seek support from escalation team via.*Escalate tickets to escalation team for validation and further escalation.*Monitor ticket queues and handle tickets appropriately*Provide support to multiple desks Show less

  • Service Delivery Specialist

    Nov 2016 - Jan 2019

  • Incident Management

    Nov 2010 - Nov 2016

  • Technical Support Analyst

    Jul 2008 - Nov 2010
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  DXC Technology

  Jan 2018 - Jan 2019

  Knowledge Manager for Philips at DXC Technology/CPL