Kamil Kamiński

• ServiceNow reporting, process improvements, trend analysis, deep dives, abnormalities reporting, daily support for respective teams.
• Real-Time Ticket monitoring
• Led and implemented ServiceNow Homepage project for all the IT Operation Teams, Team Leads and Managers with a customized view for each of the groups to streamline the support process and Increase productivity.
• Assigning Tickets to respective queues
• Made improvements to the ticket workflow to improve the response time by 50% for the Tier 1 team.
• Implemented and build improved reporting in the ServiceNow to help managers, team leads and government IT staff to raise awareness of the ticket flow between teams to improve IT Helpdesk visibility to newly implemented ServiceNow environment.
• Led and implemented Realtime Ticket Aging monitoring tool in ServiceNow for NSF It Managers to have better insight and to prevent the tickets from missing SLA's.

Senior IT Manager Global Support Services, August 2016 – June 2019 Silver Spring, MD, US
Led execution and management of ITSM processes and utilizing ITIL methodologies to streamline best practices, policies and procedures across teams, ServiceDesk, Incident Management, Problem Management, Asset Management, Policy and Procedure Management, Service Catalog Management.
Managed Team of 22 including managers, team leads across multiple teams.
• ServiceDesk, Desktop Support, NOC, GSA - Global System Administrators (troubleshooting and access processing for SOX Compliance applications)
• Build and managed Global IT Support Knowledgebase via ServiceNow to improve 1st call resolution % and to spread best practice across IT support globally, Created and maintained Office Support Guides Globally.
• Implement and manage the TechKnowBar (aka Apple Genius Bar) and the Support Team in approximately over 20 offices across the globe, improving number of IT support tickets being captured in ServiceNow from approximately 60% to 95% globally, improved reporting and IT resource estimation and cost optimization.
• Led winter Olympics Support Team at the broadcasting center for Olympics 2018 in Oslo, Norway.

Senior IT Manager, March 2016 – July 2016 London, UK
Provided ITSM processes management. Managed Team of 15 IT Support Technicians across Europe, Discovery and 3rd Party vendor technicians. Supported 2500 corporate employees within Europe (Paris, London, Nordics).
• Led Eurosport and Discovery Operations IT Integration project for European sites to reduce the operational cost.

IT Manager, March 2015 – February 2016 London, UK
Provided ITSM processes management. Managed Team of 15 IT Support Technicians across Europe, Discovery and 3rd Party vendor technicians. Supported 2500 corporate employees within Europe (Paris, London, Nordics).
• Led SBS and Discovery Operations IT Integration project for European sites to reduce the operational cost.

European IT Services Manager, July 2013 – February 2015 Warsaw, PL
Managed Team of 10 IT Support Technicians across Europe, Discovery and 3rd Party vendor technicians. Supported 800 corporate employees within Europe with Mac and PC problems (Remotely / Hands-on).
• Created Office Support Plan for each site with all the services POC's and information (IT, Facilities, Telecom, Circuit info, server room photos) increasing NOC response time by 50%.
• Created an IT Support Bible, a set of tools that are used globally, increasing productivity and providing a uniform, seamless experience for customers.
• Led European Printers contract negotiation, reducing maintenance costs by 50%.

European IT Team Leader, April 2012 – June 2013 Warsaw, PL
Managed a team of 7 people across European region (Budapest, Bucharest, Warsaw, Prague, Munich, Moscow, Copenhagen, Benelux, Milan, Oslo, Helsinki, Stockholm, Sofia, Kiev, Madrid, Istanbul).
• Implemented SSO for ADP, improving user's experience, and decreasing the number of calls to ServiceDesk to reset external’s application password.
• Implemented and managed successful European IT Support team from scratch with no turnaround, with positive, transparent and supportive culture.

IT Support, July 2006 – March 2012 Warsaw, PL
Provided IT tech support for Warsaw, Budapest, Bucharest, Prague, Moscow, Nordic (Copenhagen, Oslo, Helsinki, Stockholm), Sofia, Kiev. Key player in offices relocation project.
• Led contract negotiation with T-Mobile, reducing operational cost by 50%.
• Improved Facilities Process, implementing AC contract support for IT Server Rooms in various offices. Saved time and money, as in case of failure as per SLA the support team will show on-site within 4 hours instead calling random company and paying them market rate for every hour on-site.
• Arranged on-site /on-call IT support contractor for Bucharest Office that decreased the on-site response time to 4-8 hours and saved significant amount of expenses.

• Tools used: email, MS Office Package (especially Word, Excell, PowerPoint)
• Communication with technical support in the Netherlands, Germany, Taiwan, and China.
• Negotiating service agreement conditions.
• Preparation and maintain training and presentations of company products.
• Documentation and manual translation
• Providing service for AG Neovo and AGM products – repair of LCD panels.
• Scanners repair
• Preparing reports of repairs, invoices for service.
• Forecast preparation: repair parts and buffer units.

• Tools (programs used) Remedy, Arctus – utility to discover any line damage, People Soft – customer service CRM software.
• TRoubleshooting and issues escalationfor services: POTS, ISDN, PCM, Neostrada TP(internet over ADSL), SDI, IP VPN, Frame Relay.
• Coordination and oversight of operation of technical service TP S.A.
• Technical support - 2nd line support for customers – most of the services had SLA certificate.
• A month practice in Operators section: Identifying of fault on interconnections between TP S.A. and local and foreign operators (GTS, Tele2, Czech Telecom, France Telecom etc.)

• Tools: BSCS and BCSC based software.
• Customer care service.
• Identifying of fault in services provided by ERA(mobile network operator).
• Configuration and technical support of customers devices: mobile phones, blackberry, laptops, pc desktops, bluetooth devices, PDA's, configuration of customers applications – email, ftp services etc.
• Selling of company products (services, mobile phones)

• Tools used: Provisio.
• Identifying of fault in Neostrada TP service (Internet over ADSL)
• Customer care service.
• Identifying of fault in Neostrada TP.
• Configuration and technical support of customers devices: routers, WiFi devices, ADSL modems, desktops and laptops. LAN configuration, application configuration, helping and configuration of customers PC against viruses, firewall configuration.
• Coordination and oversight of operation of technical service TP S.A.
• Remote configuration and administration of customers devices: for example PC.