Grzegorz Brzozowski

Second level of IT support for Shell gas stations located in Austria, Greece, Malaysia, South Africa, Switzerland and United Kingdom

Responsibilities:

• Resolving complex IT incidents assigned by the 1st level of support.
• Providing required support for and coaching agents of the 1st level.
• Handling mailbox. Daily communication with 3rd parties, Supervisors and other departments of the project.
• Logging and updating all key information about the reported issue in the Incident Management Application - Oracle CRM system.
• Troubleshooting issues using set of remote tools, namely - remote desktop and remote assistance functions of SCCM and SCOM toolsets.
• Support of JDA Red Prairie application for supply chain management,
• Management of databases via Microsoft SQL Server.
• Providing detailed support for technicians and third party contractors during their attendance on the sites.

Senior Agent of First Line IT Support for Shell service stations based in United Kingdom and South Africa.

Daily contact and cooperation with staff and retailers of the stations, third parties engineers and other contractors in English.

List of main responsibilities:

• Monitoring Service Level Agreement/coordinating teamwork during absence of Supervisors.
• Providing detailed reports to Supervisors
• Coaching/training of agents
• Prioritising and recording IT help desk requests received by the 1st line of support via telephone.
• Identification and resolution of reported issues on call.
• Mailbox handling - daily communication with customers, technicians and third parties.
• Logging and updating necessary information about the reported issues in the Oracle CRM system.
• Troubleshooting and detailed solutions for hardware or software issues via remote tools: remote desktop and remote assistance functions of SCCM and SCOM toolsets.
• Assessing and assigning issues to the 2nd line of support, or third parties.
• Technical network support: WAN and LAN, modems, routers, firewalls, network switches.
• Support of JDA Red Prairie application for supply chain management e.g. creating Support Clouds.

I was responsible for analyzing input data from sets of high-speed cameras which were measuring the usage of all vital train chassis components, which required from me:

• Preparation of reports based on data given from High-Speed Cameras
• Configuring software functions based on given above
• constant monitoring of system functions and assigning engineers when fault or anomaly was detected
• Technical support in English (Australia, USA, Canada, Brazil)
• Checking the software capability to measure parts based on its photographs.
• Usage of Remote Desktop software,

I'm currently taking course in Electrical Engineering studies

2 times a year during cultural 3-day events i'm responsible for team of 70-120 volunteers to secure good service level and stability of the event itself.