Kamil Kaminski Email & Phone Number

Alexandria, Va, Us

*** DVS Contract ***

Stockholm, Stockholm, Se

Doral, Fl, Us

• Managing 10+ Service Desk Support Technicians that are supporting approx 500+ users at the Monat Globally (USA, CA, UK, Ireland, Poland, Australia, Lithuania, Spain)• Service Desk Plus reporting, process improvements, trend analysis, deep dives, abnormalities reporting, daily support for respective teams.• Managing Change Management / Change Enablement Process• Real-Time Ticket monitoring• Daily, Weekly and Monthly Reporting• Led and implemented Service Desk Plus Zoho Analytics/Dashboards project for all the IT Operation Teams, Team Leads and Management with a customized view for each of the groups to streamline the support processes and Increase productivity.• Led and implemented Realtime Ticket Aging monitoring tool in Service Desk Plus for IT Management to have better insight and to prevent the tickets from missing SLA.• Restructured IT support model, saving $450k per year

Rockville, Md, Us

***LCG INC Contract***• Managing 16+ Desktop Support Team that is supporting approx 1500+ users at theHRSA building and remote Offices• ServiceNow reporting, process improvements, trend analysis, deep dives,abnormalities reporting, daily support for respective teams.• Real-Time Ticket monitoring• Daily, Weekly and Monthly Reporting• Led and implemented ServiceNow Dashboards project for all the IT OperationTeams, Team Leads and Management with a customized view for each of thegroups to streamline the support processes and Increase productivity.• Assigning Tickets to respective queues• Implemented and build improved reporting in the ServiceNow to help managers,team leads and Federal IT staff to raise awareness of the ticket flow betweenteams to improve IT Helpdesk visibility to the newly implemented ServiceNowenvironment.• Led and implemented Realtime Ticket Aging monitoring tool in ServiceNow for ITManagement to have better insight and to prevent the tickets from missing SLA's.• Led and implemented SLA's for the HRSA Desktop Support Team

Alexandria, Va, Us

***NTT DATA Contract***• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.• Monitoring queues to ensure SLAs are maintained.• Assigning the tickets which are out of scope to Service Desk/Other Teams• Perform aging analysis and audits• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction• Preparing daily reports on Incidents/Change/Problem tickets and SLA status• Preparing summary report on all Major incidents occurring during shift• Coordinating resources with teams across disciplines to ensure SLA targets are met• Coordinating resolution for high priority tickets

New York City, Us

* Supporting approx. 10,000 users globally* Asset and software license management* Managing managers* Managing 22 techsOverlooking and managing the following teams:* ServiceDesk* Desktop support* Software licensing* TechKnowBar (aka Apple Genius Bar) * GSA team - Global System Administrators* Global user provisioning * NOC Team - Network Operations Center team* internal IT SOX tickets audit* Key events support like Winter Olympics 2018* Maintaining KnowledgeBase in ServiceNow* Knowledge articles creation for all techs globally* Managing Change Management / Change Enablement Process* Managing outages, resources and business communication* Maintaining customer satisfaction* Adherence to IT Global SLAs in all tasks* Resource scheduling* Maintain timekeeping and absence records* Project resourcing* Project rollout* Hardware forecasting* Maintain hardware stocks to ensure timely delivery* Staff performance measurement and management* Staff development* Support the AV team as needed for meetings and events* Budget management* Part of DR testing teamProjects:* Founder, John Hendricks award for TechKnowBar rollout in 2016* TechknowBar and TechknowBar Mini rollouts in Asia, US, Europe (aka Apple Genius Bar) to support customers more effectively* ServiceDesk transition – phone support to chat migration* Scripps Networks and Discovery Integration* Home drive to Box migration* Avaya Desk Phone to Skype phone migration* All3 Media Office Relocation in LA* Winter Olympics on-site support in Oslo

New York City, Us

*Managing Team of 15 IT Support Technicians across Europe, Discovery and 3rd Party vendor techs.*Supported 2500 corporate employees within Europe (+Paris, London, Nordics)Projects:• Techknowbar and Techknowbar mini Europe implementation

New York City, Us

• Managing Team of 15 IT Support Technicians across Europe, Discovery and 3rd Partyvendor techs.• Supported 2500 corporate employees within Europe (+Paris, London, Nordics)Projects (in this and previous role below due to limited number of chars in Linkedin)1. Office Move in Warsaw for approx. 100 users.2. Munich Office Restack approx. 100 users3. Switchovermedia(SWOM)Office Integration to Discovery approx. 50 users4. Supervising IT Support for Offsite meetings for Senior Management in remote locations outside Discovery Office in Poland, Czech Republic, Emirates5. Shared Drive Restructure in Warsaw Office6. Internet Link Enhancement Project in the European Region7. Printers Replacement Project across Europe9. Managed and Carried out major OSX rollouts 10. Techshowcase – IT event at London Office preparation. 11. Madrid Office Move for approx 45 users 12. Kiev Office Move – planning, supervising and resource scheduling.13. Eurosport integration with Discovery IT environment due to company acquisition14. SBS (Nordics) integration with Discovery IT environment due to company acquisition15. Fatafeat (UAE) integration with Discovery IT environment due to company acquisition16. Europe Premise to Cloud Mail Migration

New York City, Us

• Managing Team of 10 IT Support Technicians across Europe, Discovery and 3rd Partyvendor techs.• Supported 800 corporate employees within Europe with Mac & PC problems (Remotely &Hands-on)• Worked daily within an ITIL environment with the aid of Discovery’s advanced ticketing system• Handled forecasting, budgeting and daily purchasing of PC and Mac specific hardware and various Software for all departments• Maintaining customer satisfaction• Adherence to IT Global SLAs in all tasks• Resource scheduling• Maintain timekeeping and absence records• Maintain hardware stocks to ensure timely delivery for new hires• Dell and Apple hardware refresh forecasting in line with Discovery machine lifetime• Liaise with Infrastructure to provide the business with clear communication relating to maintenance advisories and unplanned outages• Travel to European offices to manage onsite support and projects where required• Define, manage and enforce IT policies that relate to IT to ensure they suit organizational needs• Ensure the European region is compliant with group practices and adheres to all legal and regulatory restrictions• Manage vendor and supplier relationships ensuring we achieve the best value for money• Manage the EOL cycle ensuring that all users have reliable tools in order to perform their roles• Work with Facilities in providing technical setups for pitches and important client meetings• Define and report against regular KPIs to measure performance• Staff performance measurement and management• Staff development, Staff training • Support the AV team as needed for meetings and events, actively monitoring for space for improvement in European Offices, hardware changes to fulfill business needs• PC/Apple/VC Hardware Budget management – IT forecast for European RegionProjects:*Office Integrations due to acquisitions: Dubai (Fatafeat), Paris (Eurosport), Stockholm, Oslo, Copenhagen (SBS TV)*Techknowbar and Techknowbar mini Europe implementation

New York City, Us

• Managing a team of 7 people across European region.• Provides 2nd level technical support for IT hardware and software (PC & MAC)• Exercises empowerment and judgment within defined procedures and practices to determine appropriate action. • Oversee day-to-day operations of Desktop Operations/Services• Provides updates in Remedy to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance.• Provide leadership of Desktop Technical Support Specialist (in-house) to include staff meetings, ticket distribution, is the POC for technical questions for team members, provides training, and maintains work schedules and provides input to management for individual appraisals• Leads and coordinate activities related to IT Desktop Operations• Ensure that outages and service incidents are managed in an effective and timely manner.• Lead the effort to identify, document and define solutions for unique requirements in the designated regions which cannot be satisfied by global standard solutions. • Lead and coordinate the delivery of standard and non-standard solutions and services to all locations• Executes the roadmap for team development which is consistent with the appropriate business strategy and Global IT priorities.• Ability to travel to satellite offices as required. • Provides input for budgetary aspects related to IT Desktop Operations/Services for the offices to include desktop, laptop and network printer refreshes and other operating costs• Leads and coordinate team to implement new services and solutions. • Lead and coordinate software rollouts and project / technology delivery.Projects1. Warsaw Internal restack – approx. 35 users2. 2nd Warsaw Internal Restack – approx. 50 users3. Cable Management in Copenhagen Office/Comms room- approx. 50 users – the entire Office in Copenhagen has received cable management treatment4. Techshowcase – IT event at London Office preparation.

New York City, Us

• Providing 2nd line support for IT (PC & MAC) systems issues – across European regions• Defining & documenting support procedures. • Build & deploy new end user desktops and laptops. • Configuring and deploying blackberry and mobile devices. • Assist users in supporting and configuring telephony.• Maintain printing / faxing & scanning services. • Assist in software rollouts and project / technology delivery ( IP telephony, Office Move in Warsaw, Bucharest )• Timely communication & resolution of issues to agreed SLA.• Diagnosing and resolving issues with Windows XP, Windows Server 2003 and a variety of PC applications.• Liaison with key 3rd party suppliers and internal resolver groups.• Providing reports on customer service issues. • Preparing presentations in order to communicate the Discovery• Networks European IT strategy to senior management within region.• Costs reporting.• Providing backfill to the EMEA Support Manager.• Building and Configuration of desktops and laptops image for EMEA region.• Managing Active Directory.• Administration of Avaya Admin.• Windows 2003 Servers –on site support Infrastructure “extension”.• Hardware troubleshooting for Servers, Extreme Switches, UPS.• Infrastructure and Production Operations support.

Taipei, Taipei, Tw

Technical support specialistAbout the company:Connect was a sole distributor of AGNeovo monitors on the Polish market as well as official service and official repair center for monitors and Microtek scanners. The ranges of the products offered by Connect on the market were: monitors, scanners (Microtek), graphics cards, projectors (BenQ), motherboards, processors, and a wide range of PC peripherals.• Tools used: email, MS Office Package• Communication with technical support in the Netherlands, Germany, Taiwan, China.• Negotiating service agreement conditions.• Preparation and maintain training and presentations of company products.• Manual translation• Providing service for AG Neovo and AGM products – repair of LCD panels.• Preparing reports, invoices.• Forecast preparation: repair parts and buffer units.

Warszawa, Mazowieckie, Pl

Back Office Support, Department of voice services, and Region of technical support of Business customers / Operators section practiceAbout the company:Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It currently employs about 170,000 people, 105,000 of them in France, and has 230 million customers worldwide.[2] In 2012, the group had revenue of €43.5 billion. Its head office is in the 15th arrondissement of Paris, and the current CEO is Stéphane Richard.Orange has been the company's main brand for mobile, landline, internet and IPTV services since 2006. The brand originated in 1994 when Hutchison Whampoa acquired a controlling stake in Microtel Communications Ltd during the early 1990s and rebranded it as Orange. It became a subsidiary of Mannesmann in 1999 and was acquired by France Télécom in 2000. The company was rebranded as Orange in July 2013• Tools (programs used) Remedy Arctus – utility to discover any line damage, People Soft – customer service CRM software.• Identifying of fault: POTS, ISDN, PCM, Neostrada TP(internet over ADSL), SDI, IP VPN, Frame Relay.• Coordination and oversight of the operation of technical service TP S.A.• Technical support - 2nd line support for customers – most of the services had an 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.)

Warszawa, Mazowieckie, Pl

T-MobileCustomers Service supportAbout the company:T-Mobile International AG is a holding company for Deutsche Telekom AG's various mobile communications subsidiaries outside Germany. Based in Bonn, Germany, its subsidiaries operate GSM, UMTS and LTE-based cellular networks in Europe, the United States, Puerto Rico, and the U.S. Virgin Islands. The company has financial stakes in mobile operators in both Central and Eastern Europe.The T-Mobile brand is present in 11 European countries – Austria, Croatia, Czech Republic, Germany (as Telekom), Hungary, Republic of Macedonia, Montenegro, the Netherlands, Poland, Slovakia, and the United Kingdom, as well as the United States, Puerto Rico, and the U.S. Virgin Islands.• 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 customer devices: mobile phones, blackberry, laptops, pc desktops, Bluetooth devices, PDA's, application configuration – email, FTP, etc.• Selling of company products (services, mobile phones)

Warszawa, Mazowieckie, Pl

Technical Support ConsultantAbout the company:Contact Center since 1999, provides services to a still growing number of clients, maintaining the highest standards of quality and service. Through innovative activities and the development of the product range is constantly adapting to the rapidly changing trends in the market and above all expectations and needs.The areas of outsourcing in which we specialize are: telesales and telemarketing; customer service; marketing research; business advisory services; recording studio; virtual contact center. 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, firewallconfiguration. Coordination and oversight of operation of technical service TP S.A. Remote configuration and administration of customers devices: for example PC.