Magdalena

SENIOR TECHNICAL CONSULTANT Arrow ECS Cracow, Poland April 2017 - providing third line technical support to EMEA customers troubleshooting complex technical issues in the area of networking, Windows and Linux based devices, virtualization developing customer specific features or integrations delivering technical presentations and workshops preparing technical documentation and projects analyzing and optimizing technical solutions cooperating with other EMEA team members across Europe providing guidance to the Helpdesk and Sales teams attending training and seminars to maintain expert technical knowledge of current products and tools CLIENT RELATIONSHIP MANAGER Pencig Edinburgh, UK (remote working) IT Solution Engineer August 2016 - April 2017 built and maintained relationship with clients and suppliers conducted business reviews to ensure clients were satisfied with their products and services let customers know about other products the company offered addressed customer questions, concerns and needs carried out client satisfaction surveys and reviews identified improvement opportunities and made constructive suggestions within the team APPLICATION SYSTEM ADMINISTRATOR Mapp Digital, LLC (formely Teradata Marketing Applications) Cracow, Poland Magdalena Sulek IT Solution Engineer/System Administrator with seven years of experience in various IT areas. Passionate about technologies withextensive knowledge of operating systems, cloud environments and web services. Fluent in English, Spanish, Portuguese and French. July 2016- November 2016 monitored server performance (Nagios, PagerDuty, Cacti) evaluated and administered network traffic flow managed send-outs of Digital Marketing campaigns for better performance supported cloud-based applications performed regular file archival and purge as necessary performed server recoveries from failures assisted DevOps Teams with TD Database migration to AWS documented detailed technical designs for cloud deployments. operating system administration - Windows and Linux networking technologies TCP.IP, DNS, SNMP, HTTP and SSL virtualization- QEMU/KVM, libvirt, VirtulBox customersupport communication skills SOLUTION ENGINEER- CLOUD COMPUTING Teradata Cracow, Poland August 2014- June 2016 application support administration, including daily support and troubleshooting administered, implemented, and maintained systems and procedures for Teradata installations and application delivery configured and maintained necessary QA/QC environments as needed analyzed application errors both in production and test environments tracked and implemented necessary patches investigated infrastructure and network issues as possible reasons for poor service performance responded to alerts including and managed escalations collaborated with DevOps Teams to develop deployment strategies for existing and new types of services prepared root case analysis templates as a part of process improvement ability to 'think-out-of-the box' CONTACT --C/ Sepulveda 10,- Barcelona, Spain GIS CUSTOMER SUPPORT ENGINEER Premier Farnell- Element 14 Cracow, Poland June 2013- August 2014 remote and onsite support of company's infrastructure and services troubleshot hardware, software and connectivity issues on different operating systems- Unix, Windows and Mac OS reimaged desktops and laptops, as needed, deployed new images using Ghost software hardware support and maintenance- desktops, laptops, printers, Polycom video conference, iPhones, BlackBerry, Avaya desk phones and cabling troubleshot Avaya(CTI) and IVR/VP integration with salesforce issues managed inventory supplies of computer hardware, software, phones and toners provided remote support for international office users resolved and escalated incidents within given SLA assisted in preparing disaster recovery and business continuity plan coordinated implementation of IT projects conducted regular IT trainings with onsite employees renegotiated agreements and contracts with local Internet providers and other external vendors cooperated with other teams to develop new solutions and strategies stayed informed about latest IT trends, directions and practices represented the company at international IT fairs and exhibition IT HELPDESK SENIOR ASSOCIATE (with Spanish, Portuguese and English) Xerox- ACS Poland Cracow, Poland April 2012- June 2013 virtualization cloud computing SaaS, PaaS, IaaS Operating Systems Windows Linux Databases MS SQL Cassandra Virtualization QEMU/KVM Virtual Box virt-manager MS Hyper-V XEN Project Cloud Computing responded to customers' questions and issues via e-mail, phone and the online customer portal troubleshot hardware, software, and network problems via phone and remotelyoutlook issues, XEAN VPN, network drive mapping, restoring shared drive files, blue screens, SCCM supported different end-user applications- PC Connected Backup, DocuShare, E-Pay, PC Migrator, SharePoint, SAP, Mainframe, McAfee, Citrix, ICSS virus removal and prevention AD administration provided technical support for telephony- BlackBerry devices, iPhones, Avaya IP Phones, Cisco IP Softphones escalated more complex issues to relevant IT Support teams IT HELPDESK ANALYST (with Spanish, Portuguese and English) HCL Poland Cracow, Poland General Concepts networking (TCP/IP, HTTP,DNS, SSL, DHCP, FTP) WMware vSphere AWS Salesforce Citrix XenDesktop MS Azure Monitoring Nagios Cacti Grafana Kibana PagerDuty Call Tracking System August 2010- March 2012 provided first-line technical support to customers based in Brazil and Latin America diagnosed technical issues with different applications, including Lotus Notes 8.5, Mainframe, Ariba, Citrix, Oracle database administered user access and exit controls used the Call Tracking System to document and manage problems and their respective resolutions shift leaded for the Portuguese-speaking team- monitored agents' calls and rated them according to given criteria, prepared monthly reports replied to escalations, complaints Supportwork Jira Remedy Omnitracker Scripting Languages Bash Python HTML CSS Antivirus SOCIAL EDUCATOR Amnesty International Poland/Spain January 2006- September 2015 conducted informative workshops, presentations and talks on human rights, fair trade, globalization, non-governmental organizations McAfee Others NetApp Certificates and Trainings B.SC. COMPUTER SCIENCE The School of Banking and Management Cracow, Poland ERASMUS EUROPEAN EXCHANGE SCHOLARSHIP Universidade Aberta Lisbon, Portugal UNIVERSITY EXCHANGE SCHOLARSHIP Universidad de Barcelona Barcelona, Spain ERASMUS EUROPEAN EXCHANGE SCHOLARSHIP Universidad de Valladolid Valladolid, Spain M.A. IBERIAN LANGUAGES Maria Curie-Skłodowska University (UMCS) Lublin, Poland October 2012–June 2016 September 2009–April 2010 July 2007–July 2009 September 2006–March 2007 October 2005–November2010 October 2005–October 2010 B.A. ENGLISH PHILOLOGY Pedagogical University of Cracow Cracow, Poland traveling music new technologies volunteer work yoga photography NetApp Certified Data Administrator (NCDA) RHCA/RHCE training (2012) ITIL IT Technology Management (Global Text Project) Modern Project Management Theory and Practice (Saylor Foundation)