Jozef Roncak

Supporting teams as a Product Owner during release cycles and as a System / Solution Analyst during projects.Transformation and coordination of business requests into comprehensive requirements used by development teams.Responsible for product backlogs, release planning, proper test execution and stakeholder communication.Detailed requirements gathering and documentation through the whole end-to-end release / project cycle.Acting as an advisor during incidents and maintenances

Point of Contact between business and IT / Channel Manager backup.Transformation of business needs into new solutions, services, processes.Responsible for routing visualizations & documentation - with detailed technical requirements.Creating and executing of complex test plans and leading customer UATs.Close collaboration with Incident and Change Management - acting as POC during Incidents and Change request SME.Process improvement, ownership and simplification.

Paid Premium Software and Hardware Support for Dell and Non-Dell customers.Team Lead and Trainer backup.Supported 20 team members as a technical supervisor.Dispatcher – quality control of service calls from the whole team.Known issues training and creator of the Software Support database.Coordination of complex issues, research and testing.Carrier path: from Technical support agent -> Software Support Specialist -> Software Support Level 2