Angelika Kubina

Experience

• 

  Novem Group

  Jul 2015 - Sept 2015

  Operator maszyn

  • machine operation• production of car parts• quality control

• 

  Novem Group

  Jul 2016 - Sept 2016

  Operator maszyn

  • machine operation• production of car parts• quality control

• 

  Capgemini

  Oct 2016 - Feb 2023

  • Solving user problems reported by e-mail or other communication channels• Monitoring and responding quickly and effectively to requests received through ticketing tool (Service Central)• Diagnosing and resolving issues in Clarity related to missing allocations, access rights, wrong account information, etc.• Performing advanced troubleshooting and redirecting problems to appropriate resource (L3)• Tracking the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary• Building and managing working relationships with the Business and L3 teams• Preparation of documentation for processes and instructions for End Users and Agents Show less • Solving user problems reported by phone, e-mail, or other communication channels• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms, diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc.• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet• Saving and describing incoming notifications in the system and their correct management• Cooperation with teams in other locations• Tracking the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary• Preparation of documentation for processes and instructions for End Users and Agents Show less

  • Desktop Specialist

    Jan 2021 - Feb 2023

  • Customer Service Advisor

    Oct 2016 - Dec 2020
• 

  Lufthansa Group Business Services

  Mar 2023 - now

  IT Application Support Agent