Jerry Adamowicz Email & Phone Number

Tigard, Oregon, United States

Overseeing the Service and Repair Centers located in US, Europe, and APAC. Responsible for leading teams of product debug and repair technicians to support customer repairs, as well as repairs resulting from daily production activities. Actively collaborate with Operations peers globally to define and implement Biamp's worldwide Operations strategy.Select and manage a set of global service partner organizations that will service and repair Biamp products on behalf of the company, ensuring alignment with Biamp's quality standards and service level requirements.Work closely with Sales, Marketing, Applications support and Operations staff to design and implement service policies and procedures to ensure consistent and high-quality service and repair operations worldwide.Develop and implement strategies to ensure efficient and effective service and repair operations, optimizing productivity and quality.Collaborate with cross-functional teams to identify, prioritize, and resolve service and repair-related issues to meet customer expectations and production requirements.Oversee the repair process, ensuring timely and accurate diagnosis, repair, and testing of products in support of both customer returns and in support of ongoing daily production activities.Establish and maintain performance metrics, analyze data, and drive continuous improvement efforts to enhance service and repair operations.Conduct in-depth analysis of production and customer failures, searching for trends and patterns to identify root causes and drive continuous improvement projects aimed at improving product quality and reliability.Foster a culture of excellence, teamwork, and accountability within the service and repair teams.Develop and maintain strong relationships with key stakeholders, including customers, suppliers, and internal teams, to ensure alignment and meet business objectives.

Clackamas, Or

Plan and deliver exceptional customer support and satisfaction by planning and developing policies and procedures for on-site installation, testing, maintenance, and troubleshooting; complete projects on time aligned with customer specifications.Demonstrate exceptional business acumen by effectively managing a P&L of $5.5M+.Lead, mentor, coach, and provide direction to a diverse staff of 41, fostering their growth and development. Allocate work assignments, closely supervise personnel, and maintain appropriate staffing levels while nurturing a highly skilled and proficient workforce.Oversee and manage the complete lifecycle of industrial processing systems, including conveyors, RVM machines, densifiers, hydraulic crushers, and other electromechanical devices. Coordinate the installation, upkeep, and maintenance activities conducted by technicians, mechanics, installers, and service personnel.Develop and implement comprehensive plans for industrial equipment maintenance, repairs, and installations, ensuring optimal performance and longevity.Enforce strict adherence to company safety policies and practices, fostering a strong safety culture among the staff.Establish performance standards for all maintenance, repair, and installation activities, driving excellence and efficiency.

Beaverton, Or

Transformed service delivery processes by establishing and refining efficient and effective methodologies. Ensured accountability across all service departments and employees, driving adherence to required processes and tasks. Assumed global responsibility for Depot and Procurement services, providing vital support to End-User and Retail support operations.Exhibited excellent business and operational leadership while leading a team of 75 and managing a $3M+ budget.Maintained fiscal responsibility, optimizing delivery processes for efficiency and cost-effectiveness.Sustained high-performing service support functions, including the IT Service Desk, Desktop Support, and VIP Support.Owned and optimized the Incident, Request, Change, and Escalation processes, consistently achieving high-performance levels, accurate reporting, and implementing service improvement initiatives when necessary.Monitored, controlled, and supported service delivery, ensuring the implementation and adherence to systems, methodologies, and procedures.Advocated for Service and Support in projects, demonstrating a deep understanding of how projects impact service areas and actively minimizing service disruptions in collaboration with all stakeholders.Developed support methodologies aligned with the ITIL framework, continually improving knowledge base article creation, technician education, and overall support practices.

Vancouver, Wa

Revolutionized team scaling efforts by demonstrating expertise as the Director of IT, effectively managing remote teams, and navigating the corporate environment. Spearheaded the scaling of global support and devised a comprehensive plan for expanding regional support teams and field service staff.Oversaw a $20M+ finance departmental budget, administering and managing comprehensive accounting activities, including cash flow, reporting, internal controls, and change initiatives.Ensured world-class performance from a direct team of 10 employees, 90+ indirect staff, and numerous outsourced individuals and third-party organizations.Led strategic and operational support services for a global organization, encompassing technical support, customer service, parts order management, field service and repairs, and installation and post-sale operations.Continuously evaluated and redefined staff roles, fostering productive labor and management partnerships, and implemented technology-driven strategies to enhance call center productivity.Implemented transformative programs and instigated change initiatives to elevate customer satisfaction, prioritizing creating daily positive experiences for every customer.Reengineered and managed all service operations to optimize efficiency and quality, including service order management, installation planning, and customer service/account management.

Vancouver, Wa

Responsible for global IT operations of Core’s Information technology infrastructure servicing all global employees. Implementation of Global Support HelpdeskDeveloped business process improvements and cost reductions while identifying cost-effective, value-added IT solutions. Mentored, trained, and developed technical and creative resources while utilizing their talents and knowledge to full advantage. Managed department through a merger and acquisition, including the relocation of the main portion of company from CA to WA, including services, infrastructure, and support.Replaced aged and failing hardware. Developed team and redundancies for global support. Disaster recovery plan refreshed. Implemented new Helpdesk and contact packages for global use

Vancouver, Wa

Hawthorn Retirement Group offers management and consulting services to retirement, personal care, assisted living, and memory care communities in the US, Canada, & UK.. Responsible for the global IT operations of Hawthorn and it’s holding companies, inclusive of grocery, airlines, construction, and retirement complexes across the US, Canada and UK. Designing, supporting, and providing for services employees and residents throughout the system wide enterprises. Budgeting, strategy, and direction of IT/IS team in delivery of information technology services. Strategize, design, select, purchase, and implement complete infrastructure in new Vancouver Headquarter office, including HW, SW, applications, and ERP systems. Manage the relocation of datacenter from Central, OR to Vancouver, WA including talent acquisition and training of all new staff. Travel to implement new infrastructure at new properties, ranging from retirement complexes to Grocery stores.Manage day-to-day operations and support, in a 24-hr operation.

Portland, Or

Located in Portland, Oregon in the United States of America, Sapa Profiles, Inc. is one of the largest aluminum extruders on the West Coast, and part of the world's largest independent supplier of aluminum profiles.Responsible for the management, career development, and technical guidance of IT, ERP (MS Dynamics Axapta), and Business Analyst staff. Responsible for translating business need into actionable projects and process for the team. Responsible for implementation and operation of Service and Support CenterBudgetary and technical responsibility for West Region Infrastructure and ERP systems, as well as Communications, Security, DR, and Client Support. Redesigned IT department within 4 months for higher productivity, lower costs, proper personnel and training, and greater customer satisfaction. All variables to a measurable system, thru KPI’s, surveys, and budgets.Implement a tractable helpdesk systemStabilized and improved ERP system for reliable, repeatable business decisionsDesign, procure, implement, monitor and maintain infrastructures for clients.Executive relationships, guidance, and education for business decisions needing and impacting technology systems.Manage technical personnel performing application design and development, system & database design, and support the network/help desk function.

Vancouver, Wa

Responsible for the recruiting, management, career development, and technical guidance of production consulting staff. Solution architecting of the client needs, to ensure quality Service Delivery in all engagementsComplete operation of Service and Support helpdesk and call centerDesign, procure, implement, monitor and maintain infrastructures for clients.Responsible for recruiting and growth of the consulting organization as well as managing production resources. Responsible for staff/account management, prioritization, and forecasting. Meet professional services revenue and profit quotas while managing regional P&L. Interact with Production Consultants, Directors, Sales Staff & Management, Technology, Product Management, Technical Services.

Beaverton, Or

Information Services for Hosting Data Center operations, Disaster Recovery & Business continuity, and security. All technical operations for the enterprise from desktop to server to application for internal and external clients.Manage the development and operation of various applications and systems. Architect new product designs and contribute to strategic direction of the company.Operational design, control, support, recovery, and project management over a primarily Microsoft/HP hosted Datacenter, and 24x7 ASP environments. Define cross-functional processes that ensure quality, timely delivery, and high productivity.Own major part of Engineering planning; responsible for engineering part of portions of corporate revenues and profits; contribute to strategic direction for the company in this part.Define corporate technological advancement; direct major engineering strategies; architect systems; implement capacity and processing improvements.Manage IT department operational planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users.Develop and review budgets for IT department divisions and ensure they comply with stated goals, guidelines, and objectives. Oversee administration of vendor, outsourcer, and consultant contracts and service agreements.

Beaverton, Or

Responsible for customer driven solutions and development of application and data hosting infrastructure to provide utmost up-time, quality, and service to hosting customersDeveloping managed hosting solutions for client companies, ranging from single server to clustered solutions in a Microsoft environment.Develop client connectivity. Verifying intent, compatibility, and developing roll-out strategy to enable clients access to newly hosted applications within TEK Data Center.Develop a solid business justification for both TEKsystems and Client companies in hosting or outsourcing their need to TEKsystemsDevelop solution for different clients using various technologies including , Exchange , SQL , Cisco, Netscreen, VPN technologies, various LAN/WAN infrastructures.Responsible for Project Management, following PMI standards, of Data Center development, solution implementations, Client Service activation, On-Line configuration tools, eSupport application toolsResponsible for developing and documenting business continuity plans Responsible for the overall direction and attainment of processes and procedures that ensure high customer satisfaction and excellent quality Create and ensure compliance to service delivery processes and procedures. Responsible to produce measurements that demonstrate accomplishments and improvements, including Problem, Change, and Service Level management.Continuously evaluate market conditions, technology, and competitive environment Develop, maintain and deliver transition services to seamlessly bring the customer to their “as-is” environment to the model environment detailed in the Statement of Work for transition as well as assist in the development of the SOW.Provide leadership, direction, input, guidance, and resource to the following areas:Data Center FacilitiesSystems and Network Security ServicesApplication Support ServicesEnd-User Support and Administration ServicesOperations

Portland, Or

Full responsibility of all Network and Telecom operations, including all support for hardware and software within the company. This includes building, repairing, and maintaining all network, server and desktop hardware.Plan and implement a disaster recovery procedure for all operations at Carrier. This was to include a lights out as well as a major disaster situation, including everything from offsite storage of data to replacement crews and secondary phone center for inbound calls.Plan, install and administer Toshiba PBX phone system and ACD system, along with 5 T1’s, local loops, DNIS routing, ACD management among groups and reporting. This included RFP to vendors, planning, and switch over from previous Telecom Carrier; ordering T1’s, and installation of phone system along with programming of call center ACD module. Daily Network monitoring and tuning using Network Management Tools including BayNetworks Optivity 6.1, HP OpenView, basic SNMP management tools, and BayNetworks SiteManager.Plan, procure, install and administer an Uninterruptible Power System (UPS) system for power outage scenarios. Procured bids and ordered hardware, installed and rolled out to company.Plan, install, administer fractional T-1 LAN connection to Internet, including router configuration, wiring, service installation from provider, testing, and firewall technology from Raptor Systems, Inc.Plan, Implement and Administer 12+ WindowsNT 4.0 servers with 100+ workstations running Windows95 and NT4.0. This included procurement of all hardware, installation, testing and rollout.Plan, install, train end-users, and administer all of the following: WindowsNT 3.51 and 4.0, Windows95, MSMail 3.2, MS Exchange 4.0, MSSQL 6.5, MSOffice95 Professional, Act 2.0 and 3.0, MS IIS 2.0, Internet Explorer 3.02. (Training courses taken in all the above applications/OS’s.)Vendor coordination, budget planning and adherence, and contact.Responsible for supervision of engineers

Portland, Or

Full responsibility of call center operations, including accounting, recruiting, training needs, contract fulfillment, client relations, telecom/IT issues, facilities needs, forecasting, and overall business operations. Report directly to Site Director.Responsible for Telecom operations as it pertained to call center. This included programming of the Aspect ACD switch for each particular contract under my responsibility. Ordering and programming of any additional lines needed, and monitoring for failures.Responsible for 175 personnel (and 650 indirect personnel in call center, in absence of other Group Managers.)Responsible for account management for three simultaneous contracts, totaling over 12 million dollars annually for technical support calls, E-Mail, and Internet based support.Developed an incentive and reward program for technicians to boost productivity and quality of support.Developed a Policy and Procedures manual for use on several teams regarding operations, customer service, resumption plans, and overall operating procedures.Involved in implementation of three new support contracts, including contract terms and negotiations, support levels, products supported IT/Telecom needs, quality needs, and training implementation