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.• Performed data analysis and reporting in support of the data products and cross-functional stakeholders.• Created/mapped operational business process 'playbooks' for supported customers diagraming comprehensive support guidelines.

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.• Led implementation efforts for Change Management projects in Mainframe support area, ensuring coding updates aligned with team criteria.

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.• Educated and trained Service Desk agents on new or updated processes for supported areas.• Reviewed end user survey feedback to identify issues and opportunities for process/procedural improvements, resulting in enhanced service delivery and user satisfaction.