Anna Wojciarczyk

• Delivered efficient project management for 5 critical infrastructure builds for SAAS & IAAS in Security & Resiliency Practice.
• Executed two acquisitions to Azure for French clothing brands, ensuring seamless customer experience.
• Coordinated proof of concept and demonstration for DORA regulations in incident detection.
• Facilitated multiple functionalities for Security department, including penetration testing and multifactor authentication.
• Orchestrated successful disaster recovery test with Zerto for financial sector client.
• Managed external vendor relationships, securing advantageous terms through comprehensive proposal comparisons.
• Led cross-functional teams to achieve successful IT project implementations.
• Streamlined stakeholder communication to enhance project delivery effectiveness across all levels.

Please see section above for assignment achievements and skills.

• Streamlined service delivery processes for enhanced client satisfaction in terms of event and incident management & capacity planning.
• Directed all aspects of service operations to guarantee quality control.
• Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
• Oversaw change management initiatives, ensuring smooth transitions during organisational restructuring periods.
• Instituted robust systems for tracking progress against key performance indicators by keeping Problem Matrix up to date.
• Oversaw team of 10 to plan and deliver activities that constantly met and exceeded customer SLAs.
• Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering via live meetings.
• Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels by introducing new KPI: MTTR and new customer experience applications: Pulse.

• Managed high volumes of help desk requests (30 daily) to ensure user satisfaction.
• Worked on shifts.
• Worked on multiple tasks simultaneously, demonstrating strong time management skills.
• Delivered excellent customer service by troubleshooting IT issues.
• Guided users through step-by-step solutions with clear communication skills.
• Documented each service ticket accurately, maintaining comprehensive database of issues and resolutions.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Supported new employees during IT induction sessions, facilitating smooth transition into company operations.

• Provided high-quality technical support to 40-50 users daily, ensuring user satisfaction.
• Managed high volume of help desk requests while demonstrating strong time management skills.
• Troubleshot IT issues effectively to deliver excellent customer service.
• Escalated severe technical issues to senior IT staff for prompt resolution.
• Provisioned training to new Helpdesk agents, enhancing team capabilities.
• Updated Knowledge Database to maintain accurate and current information.