LUKE UFNOWSKI

Supported the migration of complex enterprise applications to a cloud-based environment for Audi, acting as a key point of contact between technical teams and stakeholders. Monitored and resolved issues during migration phases, managed tasks across multiple systems, and collaborated within cross-functional teams.

Provided customer support for the Barring and Disclosure Service, offering process guidance on DBS applications and handling complaints and escalations. Also supported vulnerable and unwell citizens with rapid testing processes and advice on travel restrictions.

Provided customer care and support for vulnerable and sick citizens, offering rapid testing processes and up-to-date advice for recovery. Guided on complex travel restrictions and legal requirements, and contacted high-risk individuals to provide advice and guidance.

Managed over 30 ITSM client-facing service model documents required for contractual go-live events. Planned and executed technical document governance and writing, controlled release of confidential information, and conducted analysis to address process gaps within ITIL support services.

Assisted in developing an accurate service delivery schedule and interviewed key project personnel to identify gaps. Produced technical process documents to ITIL standard, developed ITSM tooling and processes, and contributed to SMAX development and PlateSpin database transformation.

Operated within a security-cleared public sector environment, developing professional relationships with high-tier clients. Interviewed and sourced client-facing core data, onboarded and validated data into service management tooling, and identified and amended core data process gaps.

Operated remotely within the AMS region for clients in the Americas, migrating ITSM workflow components to HPE's future model. Developed a workflow solution for legacy network resolver groups, enabling streamlined transformation and migration of multiple accounts.

Configured and transformed ITSM service management software data, working within a secure environment. Developed client relationships as a single point of contact, built technical workflow and presentation data sheets, and onboarded sensitive data to service management tools.

Part of the government programme to facilitate the experimental Track and Trace operation within England. Contacted high-risk members of the public and COVID-19 positive households to provide advice and guidance, implementing quarantine protocols and tracking movements and contacts.

Handled inbound customer support calls with de-escalation and empathy while conforming to company policies. Maintained high standards of customer satisfaction and resolution, and educated sellers on best practices and process advice.

Grade: First Class Honours

Bachelor of Science in Digital Animation and Production, awarded with First Class Honours.

HND in Multi-Media from the University of Glamorgan.