Karol Pasiński Email & Phone Number

Gdynia, PL

• leading the team of several support engineers supporting Adtran cloud based mesh wifi products, enterprise class switches and routers, broadband GPON solution (FTTH/FTTP) across the globe
• co-led building a highly effective technical support TAC-2 team with a customer-first mindset in Poland (transition from silos to tiered support model)

• troubleshooting complex customer issues
• supervising junior members of the team
• acting as deputy Team Leader if needed - leading team to the smooth resolution of cases, managing workload and handling customer escalations
• sharing knowledge and experience via coaching, internal training and regular contribution to Knowledge Base (writing articles)

• 24/7 remote support for enterprise customers and carriers across EMEA, NA and APAC regions (Optical and Ethernet Access products)
• troubleshooting DWDM and Carrier Ethernet network outages, ensuring clear communication to all parties
• participating in customer related activities (trials, demos, new deployments)Key achievements so far:On-ste resident engineer in BT, London for BBC Aurora project – strong contribution to keep the project on fast.

Gdańsk Area, Poland

• administrating and maintaining state-of-the-art Call Center systems (>1000 agents) built on Avaya, Aspect, Nice and Nuance enterprise class solutions
• resolving critical incidents and problems, deep troubleshooting, capacity planning
• participation in a 24/7 on-call duty process to deliver remote support (3rd line)
• leading technical part of various telecommunications projects (e.g. new IVR voice platform deployment) or acting as the primary subject matter expert (e.g. AutoDialer upgrade, PABX upgrade)
• designing and deploying cost-effective voice infrastructure for Call Center systems
• liaising with vendors for new deployments and support of the voice infrastructure

• strong contribution to maintaining existing Telecom infrastructure and business processes
• proactive and reactive Incident and Problem Management
• major expert in IVR area implemented on Avaya IR platform, Avaya CT server and Viecore application
• strong support for Avaya IVR and Davox Unison Dialer (production and test environments) - solving bugs, troubleshooting complex customer issues and problems involving VoIP (H.323, SIP) and other converged technologies
• ITIL Problem Management coordinator in Telecom teamKey Achievements:
• final IVR stabilization and optimization

• ensured expected availability of Telecom infrastructure (Avaya PABX with ACD, Avaya CTI, Nice Recording, Unison Autodialer, Avaya IRs, Nuance TTS and ASR engines, Audix Voice Messaging) within agreed SLA
• leader of Telbaza Call accounting system upgrade projectKey Achievements:
• proposed and supervised new automation tool for call accounting system which substantially reduced time of billing tasks and increased the reliability of the billing process

Network Operating Software Department

• performed unit/feature tests and wrote test specifications for NFM/VitalSA system
• tested SNMP features on Solaris and HP-UX platforms integrated with Oracle DB
• contributed to integration test activitiesKey Achievement:
• proposed unified naming in the private sub-branch of the company SNMP MIB tree which enabled better integration between different products

Bydgoszcz Area, Poland

professional summer internship - AnyPath Unified Messaging Platform tests automation

Master Of Science, Telecommunications

Faculty of Informatics, Electronics and Telecommunications 1st specialization: telecommunications technologies and services 2nd.

Economics