Donna Jachowicz

Background

About Donna Jachowicz

IT Professional with experience in Global Operations and Help Desk support. Team player with highly effective interpersonal skills who works well with all levels of the organization and within various cultures. KEY STRENGTHS AND EXPERTISE INCLUDE: Help Desk Support, Customer Service, Project Management, Process Improvement, Problem Research & Resolution, Training and documentation, Product Testing & Quality Assurance, Resource Planning & Scheduling. COMPUTER EXPERIENCE: Microsoft Office Suite, Netcool, Remedy, UNIX, Linux and Windows. CAREER ACHIEVEMENTS: • Implemented new procedure for UAT requests submitted via email instead of phone, which reduced incoming phone calls by 50%. This allowed monitoring of the mailbox remotely. • Created a project plan to support the electrical upgrade of the data center that affected over 700 servers. Initiated weekly meetings, coordinated the order of server shutdown and procedures, and notified appropriate groups of ongoing project timelines. • Initiated a system solution to communicate inefficiencies that occurred after move to 4 different locations. This improved response time from minutes to seconds and this system was implemented without purchasing new equipment or requiring any new login ids. • Provided reports to application groups of incident history using sql queries. Provided statistical reports to Management for phone calls, alerts, and Remedy tickets. • Contributed to the development of a website for users to create their own tickets eliminating the need to go through the Customer Service Center eliminating an average of 50 calls per day. • Reported and escalated critical issues to appropriate domestic and international managers and applications groups to ensure Service Level Agreements (SLAs) were met.