Marek Bičan

Experience

• 

  Werk & IK B.V.

  Oct 2010 - Mar 2011

  Team Leader

  - supervising a team of foreigners based in Amsterdam- delegating jobs among people and planning their time- training people to deliver satisfying performance in a various kind of jobs- communicating with employer and solving issues on behalf of my team

• 

  Wistron

  Apr 2011 - Jun 2012

  SQM Technician

  - leading a team of IQC inspectors- creating a workflow of how to handle incorrect material, communicating with vendors about delivered not-OK material- communicating with Quality Engineers and leading rework and sorting to meet their needs in production

• 

  CommScope

  Jan 2013 - Oct 2016

  Quality Administrator

  - managing company's metrology systems and measuring equipment: day-to-day on-site calibration, cooperating with production and quality engineers and external vendors to deliver new measuring solutions- processing raw data from measuring devices into human readable reports

• 

  EmbedIT

  Jan 2017 - Mar 2018

  Application Support Specialist

  - active Incident and Problem Analyzing for US part of business- DWH monitoring and data handling- datachange deployment to production- log investigation- monitoring and supporting wide range of applications and systems- ticket and incident handling, close cooperation with NOC technicians

• 

  Blackboard

  Apr 2018 - now

  - acting as the central point-of-contact for a selected set of customers and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers’ hosted environment- troubleshooting product and managed hosting environment issues to determine the problem root-cause; issuing workarounds and solutions- managing cases via daily queue and workload management, handling escalations and providing second level support while keeping clients up to date throughout the lifecycle of the case- managing client projects, such as upgrades and migrations to SaaS, from beginning to end- assisting in designing and implementing test plans for new releases, tools and features- liaising with internal teams who deploy, configure, and maintain customer environments- providing reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports Show less - application and system support for self-hosted, managed hosted and SaaS clients (working mainly with SDM clients), supporting variety of products - Blackboard Learn and mobile application, Xythos, Blackboard Collaborate, SafeAssign, Blackboard Ally, Blackboard Data- troubleshooting and investigation of client-reported issues- delivering and applying fixes and solutions for those issues- gathering logs and necessary information for bug documentation- EMEA T1 Escalation Manager, MIM handling Show less

  • Service Delivery Manager

    Mar 2021 - now

  • Customer Care Specialist

    Apr 2018 - Mar 2021