Sabina Zaleski

SAP IS-U: •SAP IS-U support - Stadtwerke Menden: •Evaluation and preparation of electricity,water utilities, gas consumption invoices, •Data Management, corrections of energy invoices, •Customer Service Support •Analysis and selection of customer requirements and updating ticket with relevant information •Preparation of estimated costs for the customer

•PMO Support within the AEQ Group:Operational support of projects in implementing PM tasks(e.g. project coordination, scheduling meetings, creating PowerPoint presentations, advanced usage of Excel, workshops moderation and organization)•Defining and maintaining processes and PM methodologies•Implementation of standards for e.g. quality, templates, etc.•Monitoring project progress•Creating Operation Manuals for specific projects and preparing all necessary templates within PMO Support,

Coordinating development team and allocating workflow•Testing new developed tools using SAP NetWeaver and SUI Application(Black Box testing,White Box testing)•Preparing test cases and scenarios;forwarding technical documentation to the customer•Carrying all responsibilities of test planning•Checking if testing is going hand in hand with software development•Required Interactions with customers especially regarding technical queries•Updating project manager regularly

Management of all changes/service requests within SLA targets–Service and Account Manager for the whole service–Incidents,Changes, Problems and Service Requests •Assess the impact and risk of changes •Identification and definition of Change Approval models, and validation of the changes•Preparation and dispatch of agendas and reports in a timely manner•Scheduling for Change Advisory Board(CAB)meetings and managing change process•Deep coordination with incident, problem and delivery management

•Handling incoming phone calls and e-mails from customers regarding technical issues related to: hardware, software and network.•Delivering professional and prompt service to the customers. Keeping records of all customers’ enquiries in the reporting systems.•Analyzing and resolving most common enquiries by providing step-by-step solutions or using remote access to take control of the computer and solve the problem.•Sending more complex enquiries to the relevant IT Support Team

Sprachwissenschaft