Przemyslaw Krzyzanowski
Head of Major Incident Management - SMC Poland / Regional Process Owner
41 years old
Jaworzno Poland
Professional Status
Employed
Available
About Me
Versatile IT professional with through ITIL and cross-process knowledge and overall 10 years of working experience including 7 years of corporate employment. Process architect experienced in building, implementing, measuring and improving ITIL processes.
Business oriented, understanding objectives and needs of IT Service Management. Capable of working under huge pressure of time and deadlines. Motivated by challenges and impossible tasks. Acquainted and able to work with senior executives on a daily basis. Experienced in building and maintaining business relationships with the customers. A diplomat with highly developed negotiation capabilities.
Manager with specific technical knowledge around Networks (CCNA level), Microsoft Servers (MCSA), virtualization (VMWare, Virtual Box) and collaboration technologies (SharePoint – Administration). General knowledge about most popular corporate IT Technologies (server, middleware, OS, networks etc.)
Business oriented, understanding objectives and needs of IT Service Management. Capable of working under huge pressure of time and deadlines. Motivated by challenges and impossible tasks. Acquainted and able to work with senior executives on a daily basis. Experienced in building and maintaining business relationships with the customers. A diplomat with highly developed negotiation capabilities.
Manager with specific technical knowledge around Networks (CCNA level), Microsoft Servers (MCSA), virtualization (VMWare, Virtual Box) and collaboration technologies (SharePoint – Administration). General knowledge about most popular corporate IT Technologies (server, middleware, OS, networks etc.)
Head of Major Incident Management - SMC Poland / Regional Process Owner
Atos
Since August 2014
- Active Recruitment
- Major Incident Management (E2E management and supervision of global, complex major incidents)
- Lean Involvement (managing team through lean wave)
- Transition Management (supervising and conducting transitions for new customers, presenting on customer meetings. Accepting, correcting and improving already ongoing transitions, sharing knowledge and expertise with people conducting transitions, signing-off and accepting finished transitions)
- Project Management (Heavy involvement in business critical project - Center of Excellence, FTE-WU Migration. Managing and leading smaller projects - team restructuring, transitions)
- Business Relationship Management (building up and sustaining relations with external and internal customers, acting as a customer interface for the entire MIM process. Negotiating directly with the customers on service delivery and effort required)
- Business Change Management (leader of team’s restructuring into leveraged model. Negotiating with the customers on the result of changes)
- Financial Management (responsible for: team finances, invoicing, contracts, revenue forecasting, keeping the budget in line, changes in rates.)
- People Management (managing team of highly qualified and skilled MIMs, career planning, employee appraisals, team administration, building and expansion, mentoring, training; ramp-up)
- Process Architect (designing, creating and implementing processes, negotiating process objectives with the customers. Applying ITIL best practices, evaluating and modifying already existing processes to adhere to ITIL framework. Continual service improvement)
- Cross Process Coordination (ensuring that all processes interface, cross-process improvements)
- Process Management (responsible for E2E MIM process delivery, process improvements, measuring process maturity, reporting on process achievements on global level, dealing with customer escalations. Ensuring business expectations to the process are met)
Internal Technical Trainer
Atos
Since July 2012
- Training is positively received and highly appreciated by the audience
- Responsible for design and implementation of the training and training materials
- Approximately 30 sessions (CapGemini + Atos) 8 hours each conducted
- Providing advanced networking training (CCNA based) to company employees
Senior Process Manager
Atos
July 2013
to August 2014
- Assisting less experience staff with their processes
- Active participation in company development (recruiter / internal trainer)
- Actively improving processes
- Active participation in business critical internal company projects (Center of Excellence)
- Tools administrator / tester
- Attending customer meeting (presenter / participant)
- Acting as Transition Manager (transition of new projects to Poland)
- Process Owner
- Process Architect (designing, implementing, improving) processes
- Major Incident Manager / Subject Matter Expert
Major Incident Manager
Capgemini
February 2012
to July 2013
- Responding to ad hoc e-mails/telephone calls from Management
- Contacting Senior Management on a daily basis with job related queries
- Reporting to Senior Managers / SDMs / Operations Managers
- Chairing and facilitating daily conference calls for various clients to discuss SLAs, breaches, past incidents etc.
- Preparing and discussing incident reports.
- Organising and facilitating conference calls to resolve the incidents which require more than one team to solve.
- Preparing and sending notifications about major incidents. Supplying post-incident summaries and overviews.
- Contacting various resolving teams, assigning work to them, chasing for updates, organising their work.
- Managing and monitoring the incidents. Ownership of the incidents.
- Responsible for managing of resolution process of critical incidents affecting multiple clients' IT infrastructure.
Shift Leader
Capgemini
September 2011
to January 2012
- Preparing work reports for Management.
- Providing help and support for work colleagues, knowledge sharing
- Planning, assigning and supervising of work.
- Providing training for new starters, reporting their progress to management
- Managing a small team of people on IT Service Desk
Incident Handler
Capgemini
August 2010
to August 2011
- Supporting client's EMEA offices outside business hours. Both in IT and if needed in major incident management field.
- Preparing reports for Core Hours Teams, passing prepared documentation on any major incidents to operation managers and onto Client's management structures.
- Assigning issues which require on site analysis to resolving teams around the UK
- Logging calls to BMC Remedy User / ITSM system
- Fixing the issues for the customers while on the line
- Supporting hardware problems connected with Lenovo/IBM Laptops/Desktops
- Setting up internet connections at the Office, Home, Client Site, Hotel etc.
- Supporting VPN Networks (VS Client, SMC), SCCM Installers, Windows XP, MS Office, Printers (including network), Lotus Notes and specific software used by the Client
- Handling up to 50 calls a day from users with IT queries.
Background Screening Analyst
HireRight / Kroll Background Screening
August 2007
to July 2010
- Cooperating with Kroll offices in India and UK. Working in multi-lingual and multi-national environment.
- Conducting credit checks ,identity checks, validating driving licences.
- Gathering references from previous employers, universities and other institutions.
- Analysing job applications and CVs.
- Contacting applicants from all over the world and clients in the UK over telephone and e-mail.
- Performing security background checks for the Client's of the company.
System, Networking, and LAN/WAN Management/Manager
English Language and Literature, General
Bachelor of Arts (B.A.)
Higher School of Marketing Management and Foreign Languages
September 2002
to June 2005
English Language and Literature, General
- People Management
- IT Service Management
- Incident Management
- Transition Management
- Service Delivery Management
- Change Management
- Basic German
- Coaching
- Citrix
- MSCA
- CCNA
- ITIL Process Implementation
- Major Incident Management
- Business Relationship Management
- Virtualisation Technologies
- Team Building
- MS Windows Server 2003 / 2008
- IT Financial Management
- VMware ESX
- Continuous Process
- VirtualBox
- Problem Management
- Proficient English
- Polski
- German
- English
