Nicolas Etienne Danis

Workplace Experience is the link between digital workplace services and our internal and external customers and partners. Information, constant exchange and collaboration with all stakeholders are the tools I use to ensure that we have one common goal and mission - to take our IT workplace to the next level and provide tools and support to our customers.

• handling all requirements related to our IT workplace (notebooks, phones, connectivity etc.)

• managing, maintaining and keeping an overview of the company's technological equipment for our SK/CZ branch including monitoring of budget and compliance with internal IT workplace policies

• connecting technical teams and end-users by providing technical support and guidance to colleagues including installing, upgrading and managing software on company devices, support with replacements and repairs of devices

• introducing new colleagues to our IT workplace and training on using hardware, software and our services

• taking over/sending IT hardware and distributing it to your colleagues

• creating and reviewing current processes to establish an efficient IT Service Point

• Designed and prepared technical reports, studies and related documentation.
• Supported enterprise and business goals by introducing new processes and service offerings.
• Improved user productivity and efficiency through system training and support.
• Monitoring and helping agents on queues
• Handling more complicated cases and supporting users
• Evaluating team's KPI and trying to reach goals and statistics
• Participating in improving our team services and customer satisfaction
• Training new comers and writing technical knowledge documentation
• Able to operate at all levels with the internal client, and CIO.
• Cross team collaboration with teams such as engineering, data analytics or business teams
• Strong ability to work with dynamic environment
• Experience with IT Asset Management Services and asset maintenance

• Troubleshooting various issues related to apple products and software. Mac, iPad , iPhone
• Using primarily Service@now tool to create tickets and records of encountered issues
• Reporting outages and infrastructure issues
• Helping other IBM employees with their tasks
• Using tools such as Grafana, Service@now, Jamf, Maas360
• Replacing broken devices
• Providing technical support to internal employees with multicultural environment

• Maintained existing wordpress webpages and created new as a part of my final project
• Created over 50 visual concepts either by hand or with assistance of computer programs in 2017
• Done a lot of product designing
• Helped the lead designer to create nice and interesting marketing materials

• Recognized and independently corrected hazards and unsafe actions and conditions
• Entered customer interaction details in our software to track requests, document problems and record solutions offered
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.