Cracow Metropolitan Area
Prior to the transition I attended headquarters-based training coordinated by T3 support to collect sensitive data, materials, skillset and background that allowed me to become responsible for a substantial part of the processes as the RDS (T2) team member. Following the US based training I participated in the business trip to the United Kingdom to facilitate the transition of the UK market. In my current role I am responsible for: - Resolving more complex / time-consuming tickets - Cooperating with other teams - Installing / maintaining / troubleshooting software, virtual machines, desktops / laptops / macOS (Altiris / SCCM / VMware Horizon View Administrator and vSphere / JAMF) Additional roles and responsibilities: - Project Manager of ’’RDS Fix Rate improvement’’ - Timesheet coordinator - Trainer of T1/T2 agents
- Providing access to systems/applications, working closely with applications development team members and following established procedures, including ensuring compliance with applicable regulations. - Acting as first or second point of contact for clients to request assistance. Can resolve all Tier 1 and many Tier 2 problems by applying procedures and their seasoned expertise. - Performing a higher level of investigation which may include more time-consuming diagnosis and multiple steps. - Resolving work requests that may involve coordination with other functions. Identifies IT colleagues and/or vendors needed to resolve an issue and ensures effective problem resolution. - Can address complex issues that require specific subject matter expertise (e.g., relating to emerging technologies, mobile devices, etc.) - Providing input to development of process and work improvements. Implements improvements after management review and approval. - May manage multiple client services processes during an outage, including coordination with other areas of IT - Notifying clients of outages affecting service.
IT hardware and software troubleshooting, maintaining of the company’s IT infrastructure and network (1st level of support) - Software installation / troubleshooting - Lotus Notes configuration / troubleshooting - MS Outlook configuration / troubleshooting - Windows remote assistance - SecurID RSA support - Citrix troubleshooting - Blackberry support - Apple products support (MacBook / iPad / iPhone) - Ticketing tool: ServiceNow
- verifying loan documents via telephone - Contacting both Clients and Employer via telephone - Credibility analysis of the Client - Credit application analysis