Summary
Overview
Work History
Education
Skills
Languages
Timeline
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ALEKSANDRA FLORCZAK

Lodz

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Works well in remote and desk-side environments.

Overview

12
12
years of professional experience

Work History

Junior Support Engineer

C&F Poland
06.2023 - Current
  • Monitoring, analyzing and maintaining data processing solutions
  • Providing first level contact for support services to customers with technical issues and concerns
  • Instituting escalation process to the next level of support
  • Managing direct contact with data owner in order to enter, maintain and obtain missing data
  • Performing quality checks to ensure the quality of master data
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs
  • Monitored systems in operation and quickly troubleshot errors

LOCALIZATION SOLUTION SPECIALIST

TOPPAN DIGITAL LANGUAGE
04.2023 - 06.2023
  • Service desk operation including bug verification and routing, reporting, liaising with relevant members of the development team, tracking and monitoring open cases
  • Helping the Technology Delivery Manager to test and document all new technology features as part of a strict weekly build cycle, feeding back tweaks to the development team, circulating news of new features to keep internal teams up to date
  • Supporting internal teams on technology issues and large project implementations and management, including providing technology demonstrations and running pilot projects
  • Providing consultation for the operations team to ensure optimal technology setup for client account profiles, fielding ideas and exploring those within the solutions team
  • R&D and Innovation: researching new services, technologies and processes
  • Front-line IT support: helping route hardware and software issues in the office to the IT team and working with them to solve the issues
  • Translation Management System configurations and setup for pricing, workflow setups, account configurations, etc
  • Balechor's degree in Public
  • Relations

TECHNICAL SUPPORT ANALYST

COMPUTACENTER
09.2014 - 12.2022
  • Installing, configuring and maintaining computer systems, diagnosing software, hardware and network faults
  • Logging calls/chats/emails and registering the relevant information in the ticketing system
  • Reviewing and providing training and guidance to new starters
  • Actively participating in knowledge database reviews, making sure it's up to date
  • Windows 10 implementation support team member, where I was reviewing all Windows 10 related knowledge articles, testing service desk tools with the new operating system, supporting clients with W10 installations and troubleshooting W10 related problems
  • Volunteered on several occasions with another account (UCB) where their call volumes were overwhelming for the service desk
  • Resolved issues with systems, hardware and telephones quickly and accurately
  • Analyzed issues to identify troubleshooting methods needed for quick remediation
  • Monitored systems in operation and quickly troubleshot errors
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Used ticketing systems to manage and process support actions and requests
  • Documented support interactions for future reference
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Assisted with updating technical support best practices for use by team

TECHNICAL SUPPORT ANALYST

ALPHANUMERIC SYSTEMS
06.2014 - 09.2014
  • Providing first level contact, logging calls/chats/emails and registering the relevant information in the ticketing system
  • Properly escalating unresolved queries to the next level of support
  • Tracking, routing and redirecting problems to correct resources
  • This role was a technical support in both English and Polish.

ACCESS CONTROL ADMINISTRATOR

COMPUTACENTER
09.2012 - 10.2013
  • Carrying out Access Control processes; dealing with high volume of requests, granting various permissions and access
  • Reviewing and preparing all the Access Control documentation for the new service desk, communicating, working closely and helping with the transition.
  • Maintained personnel records and updated internal databases to support document management.

SUPPORT ANALYST

LEVEL 1, COMPUTACENTER
07.2011 - 09.2012
  • Providing first level contact; logging calls/chats/emails and registering the relevant information in BMC Remedy/ ITSM ticketing system
  • Properly escalating unresolved queries to the next level of support
  • Coaching other agents
  • Co-creating knowledge-base
  • Monitored helpdesk and responded to incoming tickets to address support needs
  • Answered customer support inquiries via specialized ticket tracking platforms
  • Supported users with software, hardware and network issues
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback

Education

Bachelor of Science - Journalism And Public Relations

Akademia Humanistyczno-Ekonomiczna
LOdz
10.2004

Skills

  • User Support
  • Application Installations
  • Hardware Troubleshooting
  • System Configuration
  • Hardware and Software Installation
  • Troubleshooting Skills
  • Technical Support
  • Technical Documentation
  • Computer Skills
  • Teamwork and Collaboration
  • Technical Reporting
  • IT Skills
  • Soft Skills
  • Windows 7, 10, 11
  • Active Directory
  • Microsoft Office Suite
  • BMC Remedy ITSM
  • VPN
  • Citrix
  • Avaya
  • Jira, Confluence
  • Sharepoint
  • Postman,
  • DataGrip
  • DBeaver
  • Snowflake
  • Redshift
  • Jenkins
  • BitBucket

Languages

Polish
Native language
English
Proficient
C2
Spanish
Elementary
A2

Timeline

Junior Support Engineer

C&F Poland
06.2023 - Current

LOCALIZATION SOLUTION SPECIALIST

TOPPAN DIGITAL LANGUAGE
04.2023 - 06.2023

TECHNICAL SUPPORT ANALYST

COMPUTACENTER
09.2014 - 12.2022

TECHNICAL SUPPORT ANALYST

ALPHANUMERIC SYSTEMS
06.2014 - 09.2014

ACCESS CONTROL ADMINISTRATOR

COMPUTACENTER
09.2012 - 10.2013

SUPPORT ANALYST

LEVEL 1, COMPUTACENTER
07.2011 - 09.2012

Bachelor of Science - Journalism And Public Relations

Akademia Humanistyczno-Ekonomiczna

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ALEKSANDRA FLORCZAK