Dorota Herok is a team leader at ABB Sp. z.o.o in Cracow, Poland with over 3 years of experience in customer service and IT support roles. She holds a Master's degree in Computational and Computer Mathematics from AGH University of Science and Technology. Her responsibilities as team leader include managing team performance, assisting with service changes, monitoring knowledge and service quality, and collaborating with other teams to improve customer service. Prior to her current role, she held positions as a team coordinator, support specialist, and intern focusing on customer support, training, and data management.

1. Dorota Herok
Curriculum Vitae
Personal Data
Birth: 20.02.1990
Address: ul. G. Morcinka 30/15
43-430 Skoczów
Mobile: +48 501 835 634
E-mail: dorota.herok@gmail.com
Experience
01.08.2015 – till now Team Leader – Service Desk ABB Sp. z.o.o Cracow
 Effectively managing team performance, aiming to exceed SLA targets
and/or service expectations
 Assisting the Operation Service Desk Manager in the planning and
implementation of changes to the service
 Participation in the Complaint management creation
 Monitoring and controlling level of knowledge in the team and quality
of service delivery
 Ensuring the team make good use of all available processes, systems
and tools in the delivery of the service
 Co-operation with Service Level Managers of the applications
supported by team
 Assisting in SLA document (scope of the support) creation
 Participation in SD processes creation for Knowledge Management
 Representing team (Service Desk) during meetings with owners of the
applications
 Co-operation with Application teams (SLMs) regarding continual
service improvement
 Recruitment and Training/ Development coordination
01.03.2015- 31.07.2015 Team Coordinator/ Support Specialist– Service Desk ABB Cracow
 Coordinating weekly work schedule
 Monitoring and controlling of all breached incidents
 Managing knowledge transfer between SD and Project Team
 Clients’ escalation handler
 Co-operation with Project Team and assistance during implementation
phase
 Preparing SD instructions and service handover on the basis of
gathered knowledge

2.  Providing support and trainings to End Users
 Participation in recruitment process
01.08.2014 – 01.03.2015 Junior Support Specialist – Service Desk ABB Cracow
 Handling incoming phone calls / e-mails from customers regarding
technical issues related to ABB applications (8 applications)
 Delivering professional and prompt service to the customers
 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
 Co-operation with other IT Support Teams
 Organizing trainings for new team members
01.07.2013 – 07.02.2014 Student Internship ABB sp. z.o.o Cracow
 ProSales Application, Merging duplicate contacts, importing data to the
system;
 creating and preparing tutorial, e-learning videos,
 managing and presenting data using Excel files and graphs
25.07.2011 – 12.08.2011 Student Internship Marbet Sp. z.o.o (ltd) Bielsko-Biała
Department: Controlling (Sales and Marketing)
During studies Making project of triangulation/ third problem of Poisson equation
Education
2012 – 2014 Master of Science, AGH University of Science and
Technology, Cracow, Faculty of Applied Mathematics,
Mathematics, Specialization: Computational and Computer
Mathematics.
Grade 4.5.
17.02-27.06.2014 Last semester of studies spent in Austria (program LLP Erasmus)
MontanUniversität in Leoben,
Master thesis written in English, the topic of Graph Theory.
2009 – 2012 Bachelor, AGH University of Science and Technology, Cracow,
Faculty of Applied Mathematics, Mathematics.
Grade 4.0.
2006 – 2009 I High School name A. Osuchowskiego w Cieszynie
Profile: Mathematics and Informatics.

3. Computer skills
C/ C++ (basics), data bases MySQL, algorithms and data structures, numerical methods, MS Excel,
Wolfram Mathematica, Statistica, Maple, Latex, Linux/Windows, HP SM/ HP SM ALM tool, Active
Directory, Lotus Notes
Languages
English- fluent
German – basic knowledge
Spanish – basic knowledge
Certifications
ITIL Foundation PEOPLECERT, November 2014
ITIL Intermediate - Service Operations PEOPLECERT, August 2015
ITIL Intermediate - Service Offerings and Agreements (SOA) Capability, June 2016
Inspire Sourcing – “Budowanie wiarygodności I autorytetu manadżera”, January 2016
#!/ ALX – MS Excel zaawansowany, January 2015
SQL – język dostępu do bazy danych MS SQL Server, December 2016
Mathematics
Probability, numerical methods, quantum computation, cryptography, differential equations, calculus,
algebra, algorithms, products of graphs and large networks/ breaking symmetry in graphs
Additional information
November 2015 – participation in the conference Global Leadership Summit
August 2014 – until now – supporting Business Intelligence applications
10.2012 – 06.2013 Scholarship holder (grade 4.71/ 5.0)
11.2011 – 07.2012 Board member of student special interest group of Mathematicians
Additional skills
- Driving license
Interests
swimming, scuba diving (KDP CMAS P1, PNO, PE), classical music, J. Austin novels, costume movies
I hereby authorize you to process my personal data included in my job application for the needs of the
recruitment process (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883).