Marcin Ptak Email & Phone Number

Kraków, Pl

Cracow, Małopolskie, Poland

Key Responsibilities:• Identity and Access Management • IT On-site support • Acting as the first point of contact for IT issues, requests, and needs assessments • Taking an active part in projects involving enrollment/upgrades to the IT environment • IT onboarding and offboarding of internal employees and contractors • Managing the hardware lifecycle within the organization, including video conferencing setups and networking infrastructure • Continuously… Show more Key Responsibilities:• Identity and Access Management • IT On-site support • Acting as the first point of contact for IT issues, requests, and needs assessments • Taking an active part in projects involving enrollment/upgrades to the IT environment • IT onboarding and offboarding of internal employees and contractors • Managing the hardware lifecycle within the organization, including video conferencing setups and networking infrastructure • Continuously assessing new and existing SaaS solutions used within the organization • Working closely with third-party vendors (e.g., remote warehouses, hardware providers, insurance companies, network providers) • Handling various other adhoc or situational tasks Working closely with various departments:• Workplace Operations team - e.g., as a consultant for IT setups in the office and for externally hosted events • Procurement team - e.g., as a consultant and reviewer of software, licensing, and other IT-related methods used by internal employees • Security team - e.g., during access reviews and enforcement of best practices and policies within the organization • HR and Recruitment team - e.g., representing the company at industry events (Devoxx) Other projects worth mentioning that I have been working on recently:• Office move - assisted with the office move to a new location, acted as a consultant for the IT needs in the new office, and provided in-person assistance during the move • Organization of internal hackathons - provided IT support • Organization of offsite events - provided IT support and consultancy Show less

Poland

Key Responsibilities:• Answering calls/emails/tickets regarding various fields of interest • Handling requests regarding Exchange / Active Directory / Azure / Intune / O365 • Taking part in Escalation process, both horizontal and vertical if needed or requested by users • Initial P2 and P1 handling as 1st point of contact for users (including contact with resolving teams on daily basis) • Taking active part in projects of enrollment / upgrades to the IT environment /… Show more Key Responsibilities:• Answering calls/emails/tickets regarding various fields of interest • Handling requests regarding Exchange / Active Directory / Azure / Intune / O365 • Taking part in Escalation process, both horizontal and vertical if needed or requested by users • Initial P2 and P1 handling as 1st point of contact for users (including contact with resolving teams on daily basis) • Taking active part in projects of enrollment / upgrades to the IT environment / being 1st point of contact during maintenance of IT environment • Issuing company-wide communication regarding maintenance / alerts / IT environment changes • 1st point of contact for IT managers / Service Managers as well as Branch Directors / VP in the company regarding knowledge and processes or possible changes to the environment • Working closely with Security Team on identifying possible breaches in the environment, related to IT or strictly company-wide procedures • Working closely with Change Team during risk assessment for the upcoming or possible Changes to the environment • Assisting Problem Team on identifying root causes for the Problems • Providing insight and assisting during Service Management process to the responsible Teams • And many other adherent or situational tasks. Show less

Katowice, Silesian District, Poland

In addition to previous positions: - identyfying and escalating High Priority Incidents for the Major Incident Managers - providing complex knowledge to the 1st & 2nd line agents regarding process of managing Incidents - acting as Escalation Manager regarding tickets in Breached status owned by Service Desk, internal Resolving Teams & Third Parties - managing VIP tickets - identyfying and escalating quality issues regarding Incidents during its lifetime for Service Desk and… Show more In addition to previous positions: - identyfying and escalating High Priority Incidents for the Major Incident Managers - providing complex knowledge to the 1st & 2nd line agents regarding process of managing Incidents - acting as Escalation Manager regarding tickets in Breached status owned by Service Desk, internal Resolving Teams & Third Parties - managing VIP tickets - identyfying and escalating quality issues regarding Incidents during its lifetime for Service Desk and Resolving Teams - providing daily, weekly and monthly reports regarding Incidents in Service Desk environment Show less

Katowice, Silesian District, Poland

- Handling requests for account, distribution list, mailbox creation, management, deletion- Advising 1st line agents on more complex issues- Preparing reports regarding everyday issues- Handling High Priority calls, contacting resolving teams, sending out communication emails to business, contacting SDMs and relevant 3rd parties & affected business sites- Basic change administration, creating change requests in Remedy accordingly to provided RFC forms- Sending out… Show more - Handling requests for account, distribution list, mailbox creation, management, deletion- Advising 1st line agents on more complex issues- Preparing reports regarding everyday issues- Handling High Priority calls, contacting resolving teams, sending out communication emails to business, contacting SDMs and relevant 3rd parties & affected business sites- Basic change administration, creating change requests in Remedy accordingly to provided RFC forms- Sending out communication to business regarding maintenances, planned changes- Handling escalation emails/phones from customers- Checking quality issues- Administration of Service Desk mailbox & Escalation mailbox- Taking part in Change Advisory Board for both, internal and client- & many more ad hoc tasks Show less

Katowice

- Handling incoming phone calls / e-mails from customers regarding issues related to: hardware (laptops, PC's, phones, peripherals), software, network and telephony- Delivering professional and prompt service to the customers- Keeping track of all incidents via BMC Remedy (ITSM)- Analyzing and resolving incidents & requests or handing them over to relevant resolving groups accordingly to their scope- Resolving basic issues within MS Office environment, Cisco telephony (basic… Show more - Handling incoming phone calls / e-mails from customers regarding issues related to: hardware (laptops, PC's, phones, peripherals), software, network and telephony- Delivering professional and prompt service to the customers- Keeping track of all incidents via BMC Remedy (ITSM)- Analyzing and resolving incidents & requests or handing them over to relevant resolving groups accordingly to their scope- Resolving basic issues within MS Office environment, Cisco telephony (basic softphone configuration), basic network browser connectivity issues (Mozilla, Chrome, Internet Explorer), basic Java issues - everything accordingly to provided KBAs.Additional Tasks:- Conducting training for new hires- Conducting training regarding new tools for other company employees through worldwide conference calls- Taking part in knowledge transition process (providing live support & gathering knowledge at client site - UK) Show less

Bachelor'S Degree, Business Management

Education record

Activities and Societies: Sports: Member of the school's football team & athletics team (short distance runner)