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Agata Kopocińska

@agatakopociska

I resolve German- and English-language IT support issues across corporate service desks.

I've provided German- and English-language IT support at UBS, resolving hardware and software issues, managing ServiceNow requests, and handling access, permissions, account unlocks, and password resets.

Across UBS, MAHLE, Convergys, and Competence Call Center, I've supported users by phone and remotely, documented and escalated cases, and trained new joiners in soft skills to improve service quality.

Experience

Work history, roles, and key accomplishments

IT Support Analyst with German

UBS

May 2019 - Sep 2026 (7 years 4 months)

Provided IT support to German- and English-speaking users, troubleshooting hardware and software issues. Logged and managed support requests in ServiceNow, processed access requests, and delivered remote support. Appointed as a soft skills trainer for new joiners.

ServiceNow Active Directory Windows 10 11 MacOS Microsoft 365 Citrix MFA support Remote Support Incident Management Service Request Management L2 L3 Escalation Ticket Documentation Account Access German English

IT Service Desk Specialist with German

MAHLE

Feb 2018 - Apr 2019 (1 year 2 months)

Created and managed IT support tickets for users in Germany, Switzerland and Austria, handling issues with business applications and systems including IBM Lotus Notes and Microsoft Office. Documented issues and routed cases to appropriate support teams.

IBM Lotus Notes Microsoft Office Ticketing Systems Incident Management Documentation German English

Customer Service Technical Support with German

Convergys

Aug 2017 - Jan 2018 (5 months)

Diagnosed hardware and software faults in HP laptops by phone in German. Created and managed support tickets, documented troubleshooting steps, and escalated cases to relevant technical departments.

hardware troubleshooting Software Troubleshooting Ticketing Systems Documentation Escalation Management German English

HelpDesk Support Specialist with German

Competence Call Center

Jan 2016 - Jun 2017 (1 year 5 months)

Provided customer support for Airberlin, processing flight ticket bookings and purchases of additional services. Used the Amadeus reservation system to manage bookings and customer requests.

Amadeus Customer Support Booking Management German English