dawid koldras

* Technical Support Analyst * Dual-language support for customers via: phone, emails * Answering contacts promptly and professionally * Using relevant tools and systems to resolve customers issues * Resetting password and unlocking accounts for * Domains, Intranet websites, Sap, Privilege accounts, Safeguard * etc. * Remote connection to users using: Hp Room, Telnet or Remote assistance * Registering tickets for every call in SM9 * Inform users about all procedures (making requests, deadlines) * Additional responsibilities like email tracking and helping other agents * Troubleshooting: * MS office, Live meeting * MS Windows XP and 7 * Web browsers(Mozilla Firefox, Internet Explorer, Google Chrome) * VPN clients(Ipsec, Shrew, Checkpoint and connection troubleshooting) * Sap GUI * Citrix * Network connection(Lan, wifi, VPN) * Blackberry * Mobile internet protection

* This role requires a high level of technical competency using the following technologies: * Internet Technologies – JavaScript, Classic ASP, ASP.NET, C# " VB.NET, ActiveX, COM, XML, XSL, HTML, DHTML, Apache Tomcat, SOAP, Web Services, AJAX. * Microsoft based operating systems and technologies – Windows 2003"2008"2012 Server, IIS, FTP, etc. * Strong Database skills in MS SQL 2005 " 2008"2012 and/or Oracle. * Experience using VMWare Workstation " Server, Citrix " Terminal Service

* Responsibilities * To provide 2nd line support to end users that require more technical troubleshooting. * To perform root cause analysis and put in place permanent solutions for in scope products. * To provide remote desktop support to end users. * To direct users to correct resolver groups for appropriate issues. * To support Blackberry/Mobile requests outside of first level issues. * To identify and process hardware and warranty issues. * To assist with more technical service requests, such as Domain additions or MDM support. * To perform in depth analysis of in scope issues with no known resolution. * To update ALU Knowledge Base to improve L1 troubleshooting/FCR. * To provide support with first level agents. * To help in the creation of new processes and documents. * To work with coaches to improve first level troubleshooting & training material. * To handle ad hoc requests from TLs.