Marcin Kraszkiewicz

• Managing IT project of 60+ employees (including 7 Team Leaders and 13 specialists)
• General responsibility and overview of End User support provided towards Phillips Morris
• Leading Transition Projects in line with project management and implementation methodology
• Preparing Scope of Work document and negotiating terms and conditions with customer
• Ensuring that the support teams are performing as per the agreed SLA’s define in the SOW
• Support business growth through engaging in solutions design and launch of new contracts
• Preparing and leading Governance Meetings
• Managing delivery costs
• Being involved in staff recruitment and appraisals
• Preparing and implementing continual service improvement plan
• Leading and coordinating other IT projects or initiatives
• Establish a robust and reliable relationship with business, understanding their operational and tactical
needs

• Managing teams of 30+ employees (including 2 Team Leaders and 5 specialists)
• Managing distributed support activities for the region (EMEA)
• Ensure that operational services to the customer are meeting service levels and act accordingly to
address issues
• Coaching and evaluating team members performance

• Leading newly created team (group of IT Specialists) to provide remote IT support for Phillips Morris
affiliates
• Effectively managing and developing staff
• Monitoring the quality of the provided service to the customer
• Actively participating in shift left process
• Leading IT projects (rollout of MS Office 2013)

• Launching IT remote deskside support for Philips Morris HQ
• Preparing documents and procedures for Remote Deskside Team
• Providing daily IT support for Swiss entities

• Providing IT support for Phillips Morris Poland users in cooperation with Tier I and III group when
needed
• Software and hardware problems troubleshooting
• Implementation and rollout new software thru SCCM
• Microsoft hotfixes deployment based on established internal procedure
• Performing IS Security controls
• Migrating computers from Windows XP to Windows 7

• Providing software and hardware support for EMEA region users
• Aligning Autodesk Krakow office to the internal IT standards

• Undertaking initial diagnostics of the incident using the tools available and resolving as many as possible on initial contact
• Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
• Preparing reports from Active Directory using Quest tool