MAGDALENA MARCZAK
Overview
10
10
years of professional experience
Work History
IT Implementation Specialist
Transgourmet Polska Sp. Z O.o.
09.2021 - Current
- Member of the SAP implementation team responsible for SAP CRM and SAP SD
- Preparation for implementation - creation of documents with description of the functionality of the old system (Tandem) and comparison with the functionality of the SAP system - GAP Analysis
- Preparation for migration of customer data between systems - field mapping
- Support in designing business roles and user parameters
- Training of Key Users within SAP CRM and SAP SD
- Participation in migration, SAP implementation in 20 Selgros PL markets
- Second level support
- Analyzing system performance, reporting system bugs, proposing Workaround
- Testing new solutions from the Development
- Proposing new system solutions based on business needs
Senior Order Management Specialist
PPG Global Business Services Poland sp. z o. o.
05.2019 - Current
- Back office for German Customer Support department
- Maintaining customer data in SAP: creating accounts, adjusting settings
- Complaint handling, creating invoices in SAP
- Acting as a backup for English department (pricing)
- Creating and analyzing sales reports on a daily, weekly or monthly basis.
Product Support Analyst
Infor Polska Sp. z o.o.
08.2016 - Current
- Technical and functional support for ERP software, German and English speaking customers
- Incident and problem management, suggesting and implementing solutions to clients
- Detailed analysis and problem solving
- Close cooperation with the Development department in software development
- Proactively keeping customer informed of how and when problems are resolved
- Contributes information to the support knowledge base
- Testing and troubleshooting of ERP System (Purchase, e-Procurement and Masterdata modules).
Junior Business Quality Analyst
IBM Global Services Delivery Centre Polska Sp. z .o.
06.2015 - 06.2016
- Knowledge and handling of a Root Cause Analysis for the Swiss client
- Monitoring quality of calls and documentation
- Providing weekly / monthly feedbacks to the Agents based on the standard quality checks, providing trainings and individual feedback for agents
- Creating action plans, based on the Focus Areas
- Reporting daily / monthly CSAT result to the client
- Providing feedback to the resolver groups
- Cooperating with End to End Ticket Management Team
- Managing Customer Satisfaction databases and proper RCA of DSAT surveys.
IMAC Coordinator at Service Desk
IBM Global Services Delivery Centre Polska Sp. z .o.o.
02.2015 - 06.2016
- Coordination and supervision of the processes of solving technical issues reported by international users
- Solving problems concerning errors that appear in database applications, internet websites, SAP applications
- Assigning Software to the customers' devices
- Coordination and supervision of the processes of installing, uninstalling of customers' devices
- Maintaining good relations with the users as well as with the resolvers
- Verification of the procedures and their correction.
Customer Service Assistant
IBM Global Services Delivery Centre Polska Sp. z .o.o.
07.2014 - 02.2015
- Supporting client company (provider of technical solutions to airlines industry) within all matters regarding IT, its employees personal devices, company's IT infrastructure and servers, and applications used within the company
- Customer service with German and English speaking clients
- Meet SLAs, maintain customer satisfaction
- Handle any front-line technical queries and fix or log them appropriately accurately reflecting content of the call
- Handle and assist second level teams with problem determination
- Escalate queries when required to appropriate personnel
- Apply end to end ticket and call handling expectations of account
- Escalate any issues as soon as they arise to the appropriate contact
- Identify knowledge management gaps and drive closure.
Business Development Assistant
Softiti Sp. z o.o
04.2014 - 06.2014
- Analysis and recognition of German IT market
- Searching for new opportunities of business development through various communication channels
- Service of business requests and contact with client: mailing, calls, meetings, presentations.
Education
Postgraduate - Production and Service Management
Wroclaw University of Economics And Business
06.2021
Master's degree - International Relations
University of Wroclaw
05.2015
Erasmus Scholarship - Political Science
Univeristy of Heidelberg
07.2011
Bachelor's degree - International Relations
Univeristy of Wroclaw
09.2009
Skills
- SAP CRM, SAP SD
- Jira / Confluence
- USU Vmweb (Ticketing tool)
- Microsoft Office
- MS SQL
- Infor COM (ERP System)
- Active Directory
- Citrix (XenDesktop, XenApp)
- Maximo Ticketing Tool
- Xtreme Portal Ticketing Tool
- Client Link
Languages
English
Proficient
C2
German
Advanced
C1
French
Beginner
A1
Russian
Beginner
A1
Personal Information
Date of Birth: 01/06/87
Hobbies and Interests
- History
- Politics
- Music
- Thrillers
- Sailing
- Kitesurfing
- Skiing
Timeline
IT Implementation Specialist
Transgourmet Polska Sp. Z O.o.
09.2021 - Current
Senior Order Management Specialist
PPG Global Business Services Poland sp. z o. o.
05.2019 - Current
Product Support Analyst
Infor Polska Sp. z o.o.
08.2016 - Current
Junior Business Quality Analyst
IBM Global Services Delivery Centre Polska Sp. z .o.
06.2015 - 06.2016
IMAC Coordinator at Service Desk
IBM Global Services Delivery Centre Polska Sp. z .o.o.
02.2015 - 06.2016
Customer Service Assistant
IBM Global Services Delivery Centre Polska Sp. z .o.o.
07.2014 - 02.2015
Business Development Assistant
Softiti Sp. z o.o
04.2014 - 06.2014
Postgraduate - Production and Service Management
Wroclaw University of Economics And Business
Master's degree - International Relations
University of Wroclaw
Erasmus Scholarship - Political Science
Univeristy of Heidelberg
Bachelor's degree - International Relations
Univeristy of Wroclaw
Similar Profiles
Lucyna MuchaLucyna Mucha
Junior Strategic Buyer at Kaufland Polska Markety Sp. Z O.O. Sp. J.Junior Strategic Buyer at Kaufland Polska Markety Sp. Z O.O. Sp. J.
Paweł PłachtaPaweł Płachta
Technical Engineer at Atos Global Delivery Center Polska Sp. Z O.o. Sp. KTechnical Engineer at Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
Klaudia WojtalaKlaudia Wojtala
Experienced Audit Assistant / Acting Senior at EY Audyt Polska Sp. Z O.O. Sp. K.Experienced Audit Assistant / Acting Senior at EY Audyt Polska Sp. Z O.O. Sp. K.
Linnell Kimble-RosserLinnell Kimble-Rosser
IT Implementation Specialist at Janney Montgomery Scott, LLCIT Implementation Specialist at Janney Montgomery Scott, LLC
NOAH NEWMANNOAH NEWMAN
IT Implementation Specialist at Keith M. Newman PodiatryIT Implementation Specialist at Keith M. Newman Podiatry