Damian Malcherek

Experience

• 

  Capgemini

  May 2007 - Jul 2007

  1st line IT help desk Consultant

  •Providing help on 1st line IT helpdesk in English speaking project for DHL Great Britain,•Replying on emails and calls from clients•Passing Incidents to 2nd line.

• 

  TAURON Obsługa Klienta GZE (former Vattenfall Business Services Poland)

  Jul 2007 - Dec 2012

  Consultant for IT systems

  - Providing 2nd line help to billing and 'around billing' systems – solving problems, finding solutions to provide continuity of a business process, granting and revoking user privileges and system access,- Responsible for contacts with 3rd Parties and control of the level of SLA agreements,- Responsible for verification the level of KPI’s and reporting it to direct superiors,- Preparing reports to business clients from Company’s systems,- Taking part as a Change Manager in numerous projects, Show less

• 

  Tauron Obsługa Klienta

  Jan 2013 - Jan 2014

  Senior Consultant for IT systems

  - Providing 2nd line help to billing and 'around billing' systems – solving problems, finding solutions to provide continuity of a business process, granting and revoking user privileges and system access,- Responsible for contacts with 3rd Parties and control of the level of SLA agreements,- Responsible for verification the level of KPI’s and reporting it to direct superiors,- Preparing reports to business clients from Company’s systems based on gathered requirements, - Taking part as a Change Manager in numerous projects, Show less

• 

  COIG S.A. Katowice

  Feb 2014 - Aug 2014

  Software Designer / Analyst

  - Designing new functionality to existing systems- Process analysis- Designing and implementig new reports or chages to existing reports.- Implementing new PL\SQL procedures.

• 

  Tauron Obsługa Klienta sp. z o.o.

  Sept 2014 - Apr 2015

  Senior Application Consultant

  - Process analysis in project of implementation new Database Warehouse for Tauron Sprzedaż - Designing and implementig chages to existing reports in Database Warehouse

• 

  Vattenfall

  May 2015 - now

  - Designing and implementing changes in Problem Process,- KPI reports preparation and verification,- Escalation point for Problem Process Coordinators in sloving issues with the process,- Managing the work of Process Coordinators and verifying progress in investigations. - Managing critical incidents, coordination of work of resolving teams, communication with stakeholders, complex incidents handling.

  • IT Manager - Operational Processes & Improvements and CIM Team

    Sept 2018 - now

  • Process Manager - Problem Process

    Aug 2015 - Sept 2018

  • Critical Incident Manager

    May 2015 - Sept 2018