Gregory Paczas Email & Phone Number

Warren, Mi

Retired from General Motors.Manage activities between various groups in the identification, escalation and resolution of identified audit deficiencies in the IT Hosting environment. Provide the necessary follow up, research and recommendation tracking in monitoring remediation action plans that address the IT deficiency. Proactively address areas that are considered a deficiency in the IT environment, and provide insight and guidance in the timely remediation of non-compliances

Warren, Michigan

Coordinate activities between the customer and the supplier in the identification, escalation and resolution of identified audit deficiencies in the IT Hosting environment. Provide the necessary follow up, research and recommendation tracking in monitoring remediation action plans that address the IT deficiency. Proactively address areas that are considered a deficiency in the IT environment, and provide insight and guidance in the timely remediation of non-compliances.

Detroit, Michigan

Coordinate activities between the customer and the supplier in facilitating timely resolution of problems and prevention of incidents Provide the necessary metrics, customer interaction and processes that promote effective problem resolution. As a member of the problem management team, our goal is to reduce application down time while improving overall performance by the suppliers.

Responsible for call center and field support operations across North America. This includes setting policies and procedures and ensuring proper resources are assigned to regional support centers. The handling of customer issues as the primary escalation point of contact. Maintaining department metrics to measure performance and serve as a basis to improve performance. Coordinate with other departments to facilitate problem resolution and to ensure all direct projects are staffed and executed effectively.

Responsible for all aspects of call center operations related to the delivery of remote managed services based on ITSM process and procedures. The monitoring of operational performance through key performance indicators and achieving customer service level agreements. Additional responsibilities included fiscal responsibility, client relations, supplier management, and staff management which include scheduling, evaluations, training, hiring, termination and the awarding of compensation. Interacting with internal teams such as Problem and Change Management was required to facilitate problem resolution

Dearborn, Michigan

Manage a team of highly skilled senior administrators while improving the efficiency of problem resolution. Implement programs that required direct interaction between level 1 and senior administrators. Manage processes to provided a greater level of knowledge transfer between senior and level 1 administrators in order to improve the incident resolution time in the call center.

Responsible for all aspects of implementation related to the deployment of Computer Aided Engineering software products and engineering services, including but not limited to: project scope definition, engagement effort, cost estimating, budget, tracking, reporting, and project control

Responsible for all aspects of managing a technical support team, including but not limited to: employee performance, compensation, promotions, scheduling and training, client relationships, customer training and presentations, vendor relationships and remote staff management.

Bs, Industrial Management

Certificate, Computer Science

Associate, Manufacturing Technology