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Mateusz Jakub Sawa

2nd Level Service Desk Engineer for Shell Petroleum at Wincor-Nixdorf

Work History

Oct 2014Present

Agent of 2nd Level Support for Royal Dutch Shell Petroleum

Wincor Nixdorf International

2nd level of IT support for Shell gas stations located in Austria, Greece, Malaysia, South Africa, Switzerland and United Kingdom

Detailed list of main responsibilities:

- Resolving complex IT incidents assigned by the 1st level of support.

- Logging and updating all key information about the reported issue in the Incident Management Application - Oracle EBS system.

- Dialling into, and resolving issues of customers'​ computers via remote desktop and remote assistance functions of SCCM and SCOM toolsets.

- Technical network support: WAN and LAN, TCP/IP, modems, routers, firewalls, switches

- Support of JDA Red Prairie application for supply chain management,

- Management of certain databases using Microsoft SQL Server,

- Support of technicians and third parties' contractors during their attendance,

- Providing required support and trainings to the agents of the 1st level,

Dec 2013Sep 2014

Senior Agent of 1st Level Support for Royal Dutch Shell Petroleum

Wincor Nixdorf International

- Monitoring Service Level Agreement/coordinating teamwork during absence of Supervisors.

- Coaching/training of agents- Identification and resolution of reported issues on call.

- Logging and updating necessary information about the reported issues in the Oracle CRM system.

- Technical network support: WAN and LAN, modems, routers, firewalls, network switches.


Mar 2014Present

Computer Science

Warsaw University of Technology
Oct 2015Jun 2016

Java Enterprise Edition - Software Production

Warsaw University of Technology
Oct 2014Mar 2016

Information Systems, Databases and Their Applications

Polish Japanease Academy of Information Technology 


German B1
English C1
Java SE/EE


Jul 2015Jul 2015

Programming in Java

Nov 2014Dec 2014

Programming learning with Java

ALX Akademia sp. z o.o.

Other courses

Java Basics 

Java. Entry Level. Basics of application development.

Programming in Java Level I and II

Developing websites using HTML5