Resume

HSBC

| Production Support Engineer SME
| May 2021 – Present

Support analysis and resolution of KYC Suite
– Cooperation with Developers Team in bug submission and root cause analysis- Preparing support team wide SQL tools for monitoring and resolving issues
– Monitoring and analysis of existing and legacy KYC processess
– Building an comprehensive documentation for all the other support colleagues
– Performing analysis and resolution of issues related with compliance processes
– Coordinate and manage relationships users
– Monitoring system health and proactive support
– Keeping an high availability of the correct customer support
– Taking an responsibility of the support process providing users an RCA / ETA of the issues
– Cooperating with external Validator companies
– Monitoring application error logs and incident/problem ticket queues
– Ensuring continuity and quality by providing the resolution of issues
– Tracking progress and escalating as appropriate unless resolution reached, providing
support over EMEA / AMER / LATAM / APAC / MENA regions
– Gathering an user feedback for the issue resolution
– Providing comprehensive support related with customer KYC Screening process from beginning
to very end, exception handling and providing resolution as Subject Matter Expert

Inexto Poland

| Support Analyst
| Feb 2020 – Jul 2021

– Support analysis and resolution of Track & Trace software for one of the biggest T&T companies worldwide – mainly Tobacco T&T Repository support – Inextrack
– Cooperation with Developers Team in bug submission and root cause analysis
– Preparing support team wide SQL tools for monitoring and resolving issues
– Preparing and rebuilding an structure of the item hierarchy according to pre-defined client based TPD / FCA / FCTC Act guidelines
– Preparing tools for Encoding and Decoding GTIN / EPC / GS1 / SSCC codes using external API and ODBC functionalities
– Building an comprehensive documentation for all the other support colleagues
– Preparing Training sessions for new Analysts
– Coordinate and manage relationships with vendors and support staff that provide hardware /software problem resolution
– Monitoring system health and proactive support
– Being a part of self-organizing teams to review and resolve and complex issues related with the TPD / FCA / FCTC Act changes
– Keeping an high availability of the correct customer support
– Taking an responsibility of the support process providing users an RCA / ETA of the issues
– Preparing and injecting correction Json’s / XML’s messages over multi-step validation interfaces
– Cooperating with external Validator companies
– Monitoring application error logs and incident/problem ticket queues
– Ensuring continuity and quality by providing the resolution of issues
– Tracking progress and escalating as appropriate unless resolution reached, coordination of support between teams based in Poland, Spain and Colombia
– Gathering an user feedback for the issue resolution
– Participating in development sprint’s
– Managing API message queues
– Debugging and execution of some pre-created LinQPad Scripts/Apps
– Requesting an managing Access to the customer infrastructure (Like DB’s and VM’s) for Polish support team.
– Making sure that everyone from the Polish team have all the required accesses granted onboth Inexto and Customers side.
– Assisting Developers team to prepare more complex tools for the support / test team
– Keeping contact with Test team to provide specific problems to be verified globally
– Holding an Knowledge Manager role
– “Extinguishes fires and crises ” a.k.a supporting customer on the highest priority/severity issues

 PGE Energia Ciepla S.A.

| Service Desk Specialist
| May 2017 –  Jan 2020

ITSM Project:

Full-scope CA Service Desk Manager administration.Direct contact with the developer, reporting problems and incidents with the system core and features using Spira/Jira Tracking Systems
Ensuring system health and supporting other IT departments in system operations.
Building support classification.
Took participation in 4 implementation sprints:
– Configuration Management (CI and CMDB)
– Change Management
– Problem Management
– Access Control
Providing a constant improvements and updates on organizational structure in the system
Rebuilding GUI, User Expirience and improvement of system stability

Provide hardware / software / network problem diagnosis / resolution via telephone / e-mail for internal end users
Route incidents and service requests to internal IT support staff
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention’s
Guiding user to solve the issues with and without Remote Desktop connection
Provide technical Onboarding IT processess. Administer and provide User Access and Exit controls
Developing an Powershell scripts to improve automation
Supporting SAP integration process with given ITSM System
Basic usage of CA Process Automation Manager (CA PAM) – debugging and improving of system automation (Automatic Requests and Incidents)
Reporting with raw SQL data – building and analysis of queries and reports for Incident, Request, Problem and Change management

 HCL Technologies

| IT Analyst
|  Aug 2015 – May 2017

Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
Route incidents and service requests to internal IT support staff
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Administer and provide User Access and Exit controls
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention’s
Guiding user to solve the issues with and without Remote Desktop connection

Used Software / Hardware:
Microsoft Windows 7, 8, 8.1 and 10.
– Microsoft Office 2007, 2010, 2013.
– Microsoft Active Directory users management.
– Mac OS X 10.6, 10.7, 10.8, 10.9.
– Apple iPad / IPhone (all generations).
– Microsoft Exchange 2007 and 2010.
– Citrix Receiver and Online apps.
– Service Now Call Tracking and Incident Management
– BlackBerry Enterprise Manager.
– Remote Desktop Management.
– B*Nator BlackBerry management
– Mobile Iron administration
– Lexmark Enterprise Printing Solution
– Microsoft BitLocker Administration
– RSA Security Administration Tools
– VMware vSphere/vCenter system administration
– Check Point VPN
– Internal sharing informations platform

Zikom

| Merchandiser
| Jan 2015 – Aug 2015

– Refubrished Computer Hardware Sales
– Building Relationships with Clients|
– Buliding a friendly look of company
– Market analysis

Ultra-Gastro

| Production Support Engineer SME
| Aug 2014 – Oct 2014

– Managing and modernization of e-commerce platforms PrestaShop and Zencart
– Building relationships with clients by the e-commerce platform
– Using and Optimization of MySQL databases
– Debugging and finding a solution of errors in source code
– Building presonalised offers for our clients
– Market analysis
– Analysis and realisation of sales
– Building a friendly look of the company
– Repairing and conservation of PC’s and Servers
– Mananging and conservation of ISP line