Magdalena Jeziorska
Swarzedz
Summary
Personally: Well-educated, tolerant and extremely organized. Willing to make the big step and move to Spain. Professionally: Experienced with providing comprehensive IT support to end-users. Coordinated IT incidents management improving the resolution rate and KPIs from each channel. Enhanced knowledge expertise between different IT departments. Strong understanding of customer service and effective communication, ensuring user and team satisfaction and operational continuity.
Overview
6
6
years of professional experience
Work History
Global IT Service Desk Analyst /Country Coordinator
BBBS Poland Sp. Z O.o.
09.2022 - Current
- Supported internal and external users with technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Managed high levels of call flow and responded to technical support needs.
- Proposed innovative solutions to improve operations at different corporate levels.
OTC Specialist
Worldtrans Sp. Z O.o.
02.2019 - 08.2022
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Restructured customer service process, ensuring quicker response times.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Created database of contractors and implementing innovations to current business situation.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Education
Master of Science - Hospitality And Tourism Management
Akademia Wychowania Fizycznego
Poznan, Poland06-2018
Bachelor of Science - Bilingual Education
XVII Liceum Ogólnokształcące
Poznan, Poland06-2013
Skills
- System monitoring
- Ticketing system proficiency
- Remote support
- Incident management
- Security awareness
- ITIL framework (in process)
- Escalation management
- Decision-making
- Technical issues analysis
- Windows 10/11
- Microsoft Office
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Polish
Native or Bilingual
French
Limited Working
Timeline
Global IT Service Desk Analyst /Country Coordinator
BBBS Poland Sp. Z O.o.
09.2022 - Current
OTC Specialist
Worldtrans Sp. Z O.o.
02.2019 - 08.2022
Master of Science - Hospitality And Tourism Management
Akademia Wychowania Fizycznego
Bachelor of Science - Bilingual Education
XVII Liceum Ogólnokształcące
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