Hello!

About me

The name's Arek Markiewicz. I'm a cheerful guy who likes to learn and solve problems and has a tech sort of background.

This kind of interests and experience set me for a job that values creativity around tech issues. I use coding as tool and do not think about myself as certain language coder - I hadn't used Ruby but if that will be the only available language in certain situation then I will do my best to utilize it.

I am people person happy to talk and explain and I think that communication is one of the most important factors of IT professions.

Professional skills

Certified Qualifications

Professional experience

2021-present

ServiceNow developer at Fujitsu Technology Solutions

Main responsibilities:

  • user and group administration,
  • story assessments, and business to technical language translations,
  • development of stories and change tasks,
  • request fulfilment and incident handling,
  • upgrade and clone preparation and execution,
  • SPoC for ServiceNow Support (former Hi Portal),
  • responsible for sprint and ad-hoc releases,
  • technical advisory for client,
  • PoC for client in terms of further development planning, stories refinement, and recommendations on how to approach ongoing challenges,
  • instance enhancement proposals,
  • custom solutions design and implementation.

My position requires operating within many ServiceNow modules (ITBM, ITSM, SecOps and others) as well as coordinating with other teams in cases regarding integrations and everyday communication with users and other customer representatives.

2016-2021

Product Service Engineer / Service Desk Expert at Fujitsu Technology Solutions

Main responsibilities:

  • technical support and supervision for Service Desk Agents,
  • preparation of various reports,
  • checking tickets quality,
  • basic people management tasks (monthly performance reviews, assigning tasks to agents, etc),
  • ensuring fulfilment of the SLA (monitoring of situation on the desk and adjusting the tasks accordingly, taking over agents' tasks if situation demanded it),
  • cooperation with resolvers (via Skype for Business, mail and calls),
  • preparation of training for agents,
  • knowledge base management (preparation of new knowledge articles, amendment and review of existing ones, participation in knowledge forums),
  • progressing escalations and difficult cases (major incidents as well as issues reported by resolvers and service delivery managers),
  • taking over calls from demanding customers,
  • development and maintenance of tools used on the desk,
  • taking care of the desks equipment and service continuity,
  • cooperation with Service Management teams supporting the same customer (change management, asset management, knowledge management and others),
  • participating in transitions of the desk from different locations (including both moving desk from one company location to another as well as taking the customer support over from another team).
2016-2018

Community Involvement and Development Pilar Lead at Fujitsu Technology Solutions

As a volunteer with over 10 years of experience I helped to establish a Responsible Business unit (GRiP) within company and became a lerder of one of its 5 pilars.

Main responsibilities:

  • cooperation with NGOs in terms of organisation of events and other activities involving company staff and other resources,
  • approaching various NGOs with cooperation offers,
  • preparation of reports for monthly calls with people sharing similar position in company all over the world,
  • establishing good practices, policies and tools used by the Responsible Business team within the company,
  • preparation of weekly newsletters and other forms of company-wide communication,
  • establishing and managing team of activists,
  • preparation of budget proposals for Community Involvement and Development activities,
  • preparation of business case for creation of Responsible Business Manager position within company,
  • preparation of various events (for one of them I was awarded GDC Annual Award from the hands of then President of Fujitsu Global Tatsuya Tanaka).
2013-2016

Service Desk Agent at Fujitsu Technology Solutions

Main responsibilities:

  • logging ticket for users reporting technical issues via phone, e-mail or website form,
  • applying fixes both by guiding users step by step on the phone / in mail or during remote connection (msra, WebEx or Live Meeting),
  • installation and configuration of various programs and services on user machines,
  • networking diagnostics and troubleshooting.

Scope range varies from mobile devices diagnostics and configuration, all the MS Windows (XP and 7 almost exclusively) based PCs troubleshooting (the entire MS Office suite, Symantec security applications like BeCrypt and Endpoint Protection, Cisco applications like Softphone and VPN client, Vasco and RSA hardware tokens and Symantec software tokens based access and so on), a lot of web-based applications basic support (MS Sharepoint, Oracle SST, Triole for Services) to applying changes to user accounts in services like Active Directory or Exchange. Some of the incidents are needed to be passed to resolvers groups or 3rd parties, but over 50% of problems are resolved as first time fixes.

Before 2013
There were plenty positions before but none significant for the area I currently occupy.

Hobbies, interests and other skills

I am a man of many hobbies: I started working with computers over 30 years ago so many aspects of their usage are naturally among them, but apart from IT the main ones are homebrewing, knitting and firearms.

I like to learn and to teach, can say "hello" in over 20 languages, can spot gaps in the procedures, stories and such. I like talking to people and being among people.

If schedule allows I like having long walks or logic games. Things like reading, watching movies, listening to music or playing computer games are a no-brainer so I don't find it important to elaborate on these.

Mail me

You know what to replace this and that with to make a proper email address :)

arek <this> markiewicz <that> best

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