TEAM MANAGER*TECHNICAL SUPPORT * SYSTEM ADMINISTRATOR *
DESKSIDE SUPPORT
SUMMARY OF QUALIFICATIONS
• Results-driven and energetic professional with 8+ year of work experience in
diverse help desk roles
• Results-driven and energetic professional with 4+ year of work experience in
Manager position
Demonstrated ability to diagnose and fix problems of operating systems
• Over 8 years of experience with Service-Now
• Multiple years of experience with fallow the sun model
• Track record of working with end users and providing effective Tier 2 and Tier 3 support
• Hands-on experience in responding, tracking, and following up to
telephone, emails and end user requests for support
• Working knowledge of PC hardware components and concepts
• Experience working with 1000+ users on daily basis
IT SUPPORT SKILLS
● Windows 10,11
● System Upgrades
● Inventory
Tracking
● Software installation
● System Recovery
● Wireless/VPN
● Service-Now
● Software Upgrades
● Working in Follow the Sun
Model
● Active Directory
PROFESSIONAL EXPERIENCE
05/2021– Present
IT Site Manager
Westinghouse Electric
Company, Kraków, Poland
• Managing the team’s ticket queue, to triage and resolve
incidents, and perform operational tasks
• Managing Team of 20 IT technicians composed out of Linux Admins/Windows
Admins/ Network technicians/IT Support
• Making sure that IT service are available for 250 office users
• Generate daily/weekly/monthly reports of resolved tickets
• Resolving conflicts in team
• Performing quarterly performance review
• Be responsible for negotiating the best price with vendors for new hardware
• Performing interviews to fill the headcount
• Making sure that SLAs are meet
• Be main point of contact for vendors
• Making sure that all project related to growth of the office are taking
care of and delivered on time
11/2020 – 03/2021
IT Support Technician
SpyroSoft, Kraków, Poland
• Provide technical support to customers via email over the phone and hands on
• Analyze and troubleshoot software and hardware issues
• Assisted end users in troubleshooting and resolving IT issues
• Configuring new computer stations, for new hired users.
• Maintaining network connection between buildings.
• Config Proofpoint server and release blocked emails
Desktop Support Technician
07/2019
–
11/2020
SolidBrain, Kraków, Poland
• Provide technical support to customers via email over the phone and hands on
• Analyze and troubleshoot software and hardware issues
• Assisted end users in troubleshooting and resolving IT issues
09/2017 – 04/201
Team Lead back-up
Stefanini sp.z.o.o, Krakow, Poland
• Be responsible for managing 10+ employee team
• Be sure that all SLA’s are meet
• Resolve conflicts
• Be responsible for precise and correct handling of the tickets
• Generating daily, weekly, monthly reports for ticketing system
• Keep track of vacations sick leave shift allocations
• Taking part in recruiting process
Desktop Support Technician
09/2017
–
04/2019
Stefanini sp.z.o.o, Krakow, Poland
• Provide technical support to customers via email through ticketing system and hands on
• Analyze and troubleshoot software and hardware issues
• Ensured precise handling of service requests by any Desktop Support team member
• Assisted end users in troubleshooting and resolving IT issues
• Provide necessary hardware for new employees
• Be responsible of desktop support team, and manage
responsibilities as well monitor daily work status
• Make sure that services are running stable and that SLA's are meet if there is any issue
Helpdesk Specialist
Hoya-Vision Care, Mississauga, Canada
• Provide technical support to customers via telephone, email
through tickets and hands on
• Analyze and troubleshoot software and hardware issues
• Installed operating system, software, antiviruses and patches
• Ensured precise handling of service requests
IT Technician
10/2016-01/2017
SmartMetrics, Mississauga, Canada
• Configuring new computer stations, for new hired users.
• Maintaining network connection between buildings.
• Installing and configuring operating system, and software.
• Troubleshooting hardware and software.
• Installing new hardware components.
• Assist end users in IT related issues.
Helpdesk Agent
09/2015
–
09/2016
• Provide technical support to customers via telephone, email
through tickets and hands on
• Analyze and troubleshoot software and hardware issues
• Sent tickets to appropriate departments utilizing ticket tracking system
• Installed operating system, software, antiviruses and patches
• Ensured precise handling of service requests
• Assisted end users in troubleshooting and resolving IT issues
• Managing Active Directory company infrastructu
Education
09/2009 – 06/2013 Andrzeja Sredniawskiego College, Myslenice, Poland.
Specialized in Compiter Science studies, graduated with Computer
Science technican diploma