Michal Poplawski

- Delivered timely incident management by coordinating with relevant teams.

- Conducted thorough risk assessments for potential incidents.

- Achieved efficient incident resolution with systematic troubleshooting.

- Implemented new processes to improve response time to incidents.

- Escalated high-impact incidents swiftly for rapid problem solving.

- Responsible for training material creation and distribution, knowledge management, and agent training.

-Providing proactive User Helpdesk Services through technical analysis of incidents and service requests within the ticket system
-Participation in a migration project
-Performing initial assessment, diagnosis and remote IT systems support
-Providing in-depth troubleshooting and resolution of hardware or software problems with the use of diagnostic tools
-Escalating potential problems and complex incidents
-Observing technical or process problems and offer improvement suggestions

- Providing User Helpdesk Services to inbound customer service
requests for dedicated hardware and software
- Guiding customers according to solution trees and knowledge
base to solve incidents and service requests
- Providing detailed information on all performed activities to the next appropriate level specialists according to the process
- Updating the call ma nagement system accurately and efficiently with call details, actions taken and resolution