Wroclaw Metropolitan Area
Roughly 20 years of experience in IT infrastructure and IT Support, preceded by 2 years of well-documented successes in sales. During that time, I gained in-depth knowledge of multiple IT systems, solutions, and technologies, as well as excellent management and team leading skills, focused on building strong relationships with business stakeholders, end users, and co-workers.
Managing the international IT Infrastructure, SAP Basis, and Service Desk teams (approx. 20 automotive factories around Europe, Asia, North America). Delivery management for all IT infrastructure and SAP Basis projects and supporting other projects for their respective infrastructure share. Being responsible for further development and maintenance of IT Infrastructure and Support processes and tools. Being fully responsible for global IT Infrastructure budget. Coordinating day-to-day IT Infrastructure team operations with hands-on practical/technical work whenever needed.
Key responsibilities: Consulted, sold, and implemented SAN (storage arrays) systems, chiefly Lenovo. Consulted and sold Barracuda Network Solutions Consulted, sold, and implemented server products and solutions; chiefly Dell. Designed and implemented wired and wireless (2,4 and 5GHz) networks. Designed and deployed CCTV systems.
Role Summary: New Global Service Desk team built from scratch. Set performance goals/targets, monitored staff productivity, and provided constructive feedback and coaching. Identified areas and processes that can be improved and/or automated. Managed staff rota to ensure full 24x7 coverage. Been responsible for annual reviews of all members of the GSD team. Acted as an incident manager for critical issues and service outages where GSD was involved. Reviewed and updated procedures, processes, and existing Ryanair knowledge base to fit it into the new structure. Weekly/monthly reporting to the senior management team with a focus to meet all SLAs and KPIs.
Role Summary and key responsibilities: Had full responsibility for IT hardware and services at all the Polish Pattonair sites. That included contract management, projects, budget planning, and providing 2nd line technical support for the Shared Service Center and two warehouses in the Wroclaw area. As a lead IT infrastructure person in the area, I was a member of the project team responsible for opening a new warehouse and a new Shared Service Center in Poland. Managed, led, and coordinated the IT service activities of the Infrastructure Service Delivery support team to ensure systems availability conforms to Pattonair's global service requirements and standards. Identified infrastructure risks and created plans to ensure service availability, reliability, performance, disaster recovery, and business continuity. Accountable for the team’s individual development, PDRs (Personal Development Reviews), performance, support, and mentoring. Engaged with key business users as a focal point of IT support services, updates on projects, IT issues resolution, and KPIs driving improved users' experience with IT services. As a Service Delivery Lead, supported other European countries where Pattonair is present (Germany, France, United Kingdom, and Italy).
Key responsibilities: Administered users' accounts and their security to prevent unauthorized access. Supported internal users to ensure that local area network devices, peripherals, and services are back in operation in the shortest possible time. Administered Windows Server features/services, such as Active Directory, Exchange, SCCM, Print Services, File and Storage Services. Supported and controlled the local telephone system and mobile telephone services of Pattonair - MITEL, MobileIron, and Intune. Responsible for on-site data backups and files recovery - Dell PowerVault TL2000 tape library, DPM. Managed IBM iSeries/AS400 system. Deployed and troubleshot the warehouse equipment: handheld terminals (Intermec, Datalogic, Zebra), ops printers (Toshiba, Zebra, Intermec), document scanners (Fujitsu), and enterprise MFPs (Ricoh, Canon).