Len Kobylecki Email & Phone Number

Detroit Metropolitan Area

Warren, Michigan, United States

• Operational lead managing the relationship with internal and external data stream product customers worth over $7M in annual revenue to GM:
• Primary point of contact for the intake, tracking and managing of any data product service delivery or technical issues.
• Served as the liaison leading cadenced operational meetings between customers and technical teams ensuring a collaborative environment for reviewing ongoing investigations & issue resolution.
• Drove on-going technical investigations and issue resolution, working cross functionally with technical teams providing root cause analysis and preventative next steps to stakeholders.
• Identified, analyzed, and documented trends and recurring technical issues to help prioritize IT development and infrastructure changes.
• Created dashboards allowing for the tracking of operational metrics providing stakeholders with insights for informed decision making.

Warren, MI

• Fielded and responded to a high volume of inbound contacts from the GM user community leveraging platforms and utilizing technical expertise to resolve hardware, software, and network issues promptly:
• Logged incident tickets and managed supported queues responding to tickets promptly based on severity and impact ensuring resolution within service level agreements.
• Collaborated with Level 2 and Level 3 support teams to resolve complex technical issues and facilitated handoffs of escalated tickets as needed.
• Effectively communicated technical insights to non-technical users, ensuring a clear understanding of solutions.
• Provided training and guidance to new team members in supported areas on procedures and best practices helping ensure necessary knowledge and skills are conveyed to perform roles effectively.
• Created and updated IT Knowledge Base documentation, facilitating efficient issue resolution, ensuring documentation accuracy and continuous improvement.

• Central point of contact and subject matter expert (SME) for all Service Desk operational activities for supported process areas:
• Served as the liaison between application operation and innovation teams gathering requirements, facilitating collaboration, and coordinating the onboarding of new applications to the Service Desk for L1 support.
• Identified and implemented process improvements to enhance efficiency and accuracy driving improvements with issue handling and IT service delivery.
• Created and assessed weekly reports on call volume, drivers and application performance metrics presenting trends and potential improvement opportunities to leadership and key stakeholders.
• Took responsibility for handling escalated incidents, ensuring thorough resolution and close loop feedback with stakeholders.
• Created and updated L1 knowledge documentation facilitating support of Service Desk agents ensuring documentation was accurate and comprehensive to support issue resolution.