John Lewiecki work email
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John Lewiecki personal email
I thrive in a fast paced, reaction oriented, interrupt driven environment, and finding ways to improve processes and performance. I am an experienced Operations leader who believes the keys to a successful support organization include:• Developing strategic imperatives that are aligned with a larger Mission and Vision• Consistently measuring results, both through internal metrics, and customer satisfaction• Properly setting expectations, and following through on expectations set• Driving for continuous improvement• Success of the employees, through development, satisfaction, and retentionWhat I have to offer:• Extensive experience in a Support/Operations environment: software across multiple industries• Mission and Vision development, as well as supporting Imperatives and Targets• Focus on Customer Satisfaction • Extensive experience managing personnel (development, retention, performance reviews)• Extensive experience interviewing/hiring• KPI (metrics) development and adoption• Capacity Planning (determining staffing needs)• Contingency Planning (Business Continuity and Disaster Recovery)• Process Mapping, development, and improvement• Excellent communication skills• Excellent organizational skills• Project management skills• Ability to learn and a passion for the positionSpecialties: Cloud Services Production SupportSAAS Technical SupportSoftware Technical SupportHealthcare instrument Technical SupportGlobal Operations ManagementMetricsCapacity PlanningContingency PlanningProcess Mapping
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Director, Commerce SolutionsPivotreeHingham, Ma, Us
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Director, Managed Services OperationsPivotree Jan 2021 - PresentMississauga, Ontario, Ca• Global Management of Managed Hosting and SaaS Operational Support for Applications, Database, and Systems Operations for Commerce and MDM • Process development/improvement, Metrics development, Vendor Management• SOW development and Sales support• New implementation and Cloud Migration support• Owner of Incident, Problem, and Change Management processes• Cost reduction for contract employees
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Technical Director, Oracle Commerce Application ServicesPivotree Feb 2019 - Jan 2021Mississauga, Ontario, Ca- Responsible for global teams supporting Oracle ATG application support- Process improvement and metrics development, with a focus on customer satisfaction- Metrics development and reporting- Capacity planning and resource allocation- Oracle ATG Project and implementation support
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Sr Manager, Managed Cloud Services Production SupportOracle Jan 2013 - Nov 2018Austin, Texas, UsOracle Cloud Services Operations Support Management• Led Support Process improvement and Metrics development • Createdcentralized location for support processes for all support groups• Defined roles and responsibilities for implementation and support groups• Direct management of department coordinating technical support to retail clients• Direct point of contact for management escalation of urgent client issues -
Sr. Manager, Customer Service Global OperationsSiemens Healthcare Jul 2009 - Jan 2012Forchheim, De• Developed and provided all metrics to North American Technical Solutions Center. • Created project plans and “best practice” processes for Technical Support worldwide. • Facilitated “process harmonization” after merge of 3 different companies.• Led global trouble shooting tools implementation.• Created Contingency Plan for US Technical Solutions Center -
Sr. Manager, Technical SupportSiemens Healthcare Jul 2006 - Apr 2010Forchheim, De• Directed staff of Technical Product Managers, Technology Managers, and Technical Solutions Supervisor and related groups. Coordinate project involvement, create performance reviews, and handle escalated issues.• Devised predictive Capacity Model to anticipate staffing needs• Introduced Project Planning documents to department. • Defined and implemented department KPIs (metrics) to be used to evaluate group/individual performance. .• Collaborated with Sales, Marketing, and Development in product/service improvement efforts resulting in improved product quality and customer satisfaction.
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Technical Support ManagerPtc Jan 1998 - Apr 2002Boston, Massachusetts, Us- Management of (4) Technical Support Supervisors, each managing up to (8) Technical Support Engineers, ensuring consistency between groups to maintain high quality support.- Escalation Manager for critical customer issues- Created and instructed various Technical Support training classes(customer communication, various technical topics)- Defined and implemented recruiting strategy for North American Technical Support, to be used as a model for other departments. - Implemented ACD phone system for new products and geographies. - Metrics and reporting development (live call hit rate, call wait time, abandonment rate, average talk time, etc)- Extensive interviewing, hiring/salary recommendations- Creation and approval of ISO 9000 documents related to call handling procedures, call documentation requirements, etc -
Technical Support SupervisorPtc Jan 1994 - Dec 1998Boston, Massachusetts, Us- Direct supervision of Technical Support Engineers, including workload distribution, providing technical guidance, and managing critical customer issues.
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Technical Support EngineerPtc Oct 1991 - Dec 1994Boston, Massachusetts, Us
John Lewiecki Skills
John Lewiecki Education Details
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University Of Massachusetts AmherstMechanical Engineering -
University Of Massachusets, AmherstMechanical Engineering
Frequently Asked Questions about John Lewiecki
What company does John Lewiecki work for?
John Lewiecki works for Pivotree
What is John Lewiecki's role at the current company?
John Lewiecki's current role is Director, Commerce Solutions.
What is John Lewiecki's email address?
John Lewiecki's email address is le****@****ast.net
What schools did John Lewiecki attend?
John Lewiecki attended University Of Massachusetts Amherst, University Of Massachusets, Amherst.
What are some of John Lewiecki's interests?
John Lewiecki has interest in Fishing (Still Trying To Catch A Tuna), Boating, Photography, Fitness, Camping.
What skills is John Lewiecki known for?
John Lewiecki has skills like Process Improvement, Management, Saas, Cross Functional Team Leadership, Project Management, Customer Satisfaction, Performance Management, Customer Service, Operations Management, Call Centers, Technical Support, Vendor Management.
Who are John Lewiecki's colleagues?
John Lewiecki's colleagues are Rahul Nikumbhe, Akash Shrivastava, Lucas R., Ravi Kumar, Jaydeep Patil, Harshad Pednekar, Abhijit Jadhav.
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