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Summary

I'm that type of a person who constantly tries to improve himself as a human being.

Growth is my goal, both in life and in my career.

Work experience

Apr 2014Present

IBM

Junior IT Specialist

• Windows Server 2012 registry edition • Basic operations on UNIX and Windows servers    • Management of IP addresses • IP preparation for firewalls • MoveIT File Transferring Tool skills • IPM Remedy advanced skills • Connect Direct Tool • Client communication, both email and phone • Service Now Ticketing Tool skills • Maximo Ticketing Tool skills • Monitoring of client servers • Analysing the problems of the first degree for all systems. • IBM Tivoli Identity Manager • Providing technical support to clients and other IBM service lines and competencies - owning and action requests for service • Implementing changes and resolving assigned problems •  UC4, Backup Engine - Visual TOM

Nov 2011Mar 2014

Webanywhere Ltd

Technical Support Engineer

• Business customer technical consultant, (US / UK) • Qualifying, registering and responding to incoming incidents and requests, 1st and 2nd tier of support, • Escalating incidents to 3rd tier of support with the applicable procedures, • Cooperation with development team (reporting bugs, suggesting features) • Performing tasks of Complaint Manager, Incident Manager, • Supporting clients via ticketing system and monitoring incidents from registration to final resolution, • Incident handling within SLA – assigning incidents out of SLA – Incident Management, escalation to other departments (development, graphic designers, web developers etc.) • Testing and Quality Assurance of final products (applications, websites, VLE platforms), • Proactive steps to limit the risk of a recurrence of the problem (Wiki solutions, bug elimination and reporting), • Advising users on the optimal use of applications and systems, • Support for products: WWW websites (Joomla, WordPress), e-learning / VLE (Moodle), • Moodle and Joomal trainer, • Change Request management, • Implementation of new rules at growing Service Desk environment, • Creating tutorials for clients, internal manuals and product’s technical documentation, • Active cooperation with other support departments (client IT departments, IT service providers, etc.). • Creating procedures e.g. managing workloads between departments, escalation procedures and charts.

Education

20062009

Bachelor's degree

Higher School Of Economics and Administration in Bytom

Bachelor's degree, Public Administration, 2006 - 2009