Urszula Kruszelnicka

Transition, managing and delivery of ITIL processes:
• Incident Management
• Problem Management
• Change Management
• Requests Fulfillment Management
-Executing the process tasks
- Coordinating and managing the process activities
- Performing regular team meetings
- Maintaining the effective Service Delivery with accurate Service Level
Management
- Coordinating and managing relationships with support staff that provides
hardware, software or/and network problem resolutions
-Analyze of process gaps and issue
-Providing process training and awareness session
-Coordination of the Process Team

Supervising, managing, and motivating the team:
-Monitoring, organizing, and coordinating the work of the team
- Ensuring smooth team operations and effective collaboration
- Ensuring timely and efficient service delivery according to the SLA metrics
- Determine training needs and organizing trainings/workshops in the team
- Checking quality of activities performed by the team
- Setting up procedures; work instructions, internal process
-Answering on escalations and implementation the improvements
- Creating shifts plan, managing, and controlling employees’ working time, sick
leaves, holidays
HR activities:
- Preparing job offer and recruitment materials
- Creating employer profile
- Conducting interviews, writing the reports after interview
- Onboarding and offboarding new employees
- Conducting workshops for students
- Plan and coordinate the workforce to best use employees’ talents
Incident Management:
-ensuring that incidents being in 1st line scope are handled according to agreed
SLAs (Response and Resolution)
-Cooperation with Lean on automation and tickets reduction
Supporting the management team:
- Ensuring proper information flow between customers, management, and teams
- Participating in transition process for a new activity
- Daily Performance Meetings leading
-Identifying gaps/weak points in the provided services and implement the
improvement actions
-Reports
Cooperation with quality department:
- Documentation creation, update and validation
- Creating and analyzing daily reports
- Defining and implementing improvements in the service

Recording, managing and escalating problems:
-Creation Root Cause Analysis documents
-Identifying underlying causes of incidents and preventing recurrences
-Analyzing data to identify and eliminate potential problem before they occur
-Perform root cause analysis using 5 why’s method
-Conduct daily activities to implement preventive actions and reduce incidents

Contribution to building Business Support Office Department at the company:

-Building document management structure at the department
-Document management (repository, quality review, data validation, templates creation, process control, training related to the creation of documents according to the company’s standards and rules)
-Conducting the knowledge transfer for new employees
-Administration and maintaining of company share: LiveLink and Sharepoint
-Preparing reports and presentations for managers

-Coordinate information workflow
-Answering calls
-Handle e-mail correspondence
-Managing calendar of management
-Process and proofread documents
-Business trips organization
-Monitoring and taking care of purchasing office supplies

-Provide administrative - secretarial support
-Schedule and coordinate meetings, interviews, appointments
-Answering phones and transferring calls
-Taking care of visitors, answering questions, greeting customers
-Filling out and preparing documents

-Participation in documents creation in Department of International Cooperation
-Responsibility for incoming and out-coming correspondence
-Acquainted with the responsibilities of Department of International Cooperation
and other units in Ministry of National Education