Matt Gola Email and Phone Number

• Providing informal leadership for all aspects of the business for Poland; in collaboration with the EMEA Leadership Team. • Consulting with key stakeholders to determine local needs and areas where procedures need streamlining in a high-growth environment• Providing guidance and mentorship to teams• Responsible for the development of a collaborative, employee centric culture for Poland which creates strong multi-national teamwork• Responsible for creating and subsequently maintaining strong performance in a highly matrixed environment• Researching both strategic and tactical employee service issues and recommends changes to programs/philosophy as appropriate. Leads implementation efforts, project management, and coordination with other teams as necessary, for any approved initiatives.• Ensuring compliance with all applicable laws and regulations related to policy, procedure and administration• Teaming up with HR (Business Partners, Talent Acquisition, Talent Management, etc.) and our other functional teams in EMEA to ensure that all programs are aligned and support individual, business unit and corporate performance goals

Member of the Operations Management team within Epiq’s Legal Solutionsdivision. Responsible for managing and leading the North American Operation teams in Poland.Assists HR with recruiting.Build alliances and partnerships with other organizations.Communicates and works with other company departments and regions.Develop, implement, and review operational policies and proceduresEnsure all legal and regulatory documents are filed and monitor compliance with laws and regulations.Generates reports from various database platforms for upper management.improvement.Make important policy, planning, and strategy decisions.Manages department initiatives around planning, documentation, procedures and continuousManages the operations team members by acting as a role model and providing guidance andOversee budgeting, reporting, planning, and auditing.Promotes a company culture that encourages top performance and high morale.Provides inspired leadership for the organization.Reports directly to the Director of Operations in the US.Support worker communication with the management team.training both directly to all team members and/or via department Supervisors.Work with senior stakeholders.Work with the board of directors to determine values and mission, and plan for short and long-term goals.

• Accountability for delivery of agreed OLAs & SLAs .• Accountability for service availability, performance and KPIs.• Accountable for global On-Site Support management team and day-to-day operations. • Single point of contact (SPoC) for business and IT teams relevant for the respective services.• Hosting strategic and operational forums with Business stakeholders, Vendors and 3rd parties.• Coordination and execution of all tasks related to release management including risk management for the respective service in alignment with business• Accountability for continuous improvement (CSI) of policies, procedures, processes and work instructions related to OSS services. • Definition of hand-over criteria of projects into regular service operation.• Ensuring proper capacity management to guarantee scalability in cooperation with business stakeholders.• Escalations management and communication during service interruptions • Identification of system optimization opportunities and implementation (with focus on stability, performance and security).• Regular service reviews with support partners/vendors and reporting to business IT in alignment with operations engineers and managers.• Leading a team of Field Services Managers• Management of day-to-day operations, escalations.• Management of external support partners and 3rd party vendors• Provide team members/direct reports with clear guidance and targets aligned to business needs• Support and guide projects to enable successful delivery of projects• Team mentoring and coaching

Consults with both internal and external suppliers to deliver the IS Service Desk,IS Onsite Support and VIP Support services to the ABB business, to agreed service levels and customer satisfaction requirements.Ensures delivery and process adherence with regard to End User Services in the respective time zone area and other time zone areas outside their local support hours.Coordinates, in support of Service IS Supply Integration SMEs, the resolution of major incidents and communicates with all involved participants about the status within End user support. Manages the execution of IS Service Desk and IS Onsite Support service improvement plans.Effectively manage vendor partners including addressing issues/concerns and providing solutions with favorable outcomes.Ensures users are provided efficient, effective, and timely first and second level support on a 24x7 basis.Manages end user, internal, escalated and communications during service incidents and problems; invokes problem escalation procedures to coordinate recovery.Ensures performance of IS Service Desk and IS Onsite Support services by monitoring the execution of the operational service processes (such as incident management, request fulfillment, change management and complaint management) by internal and external suppliers.Monitor and evaluate documented resolutions and analyze trends to help mitigate against future issues.Adheres to IS process framework and governance model.Participate in meetings with internal and external Suppliers to monitor status of incident management in the Time Zone Area, including setting and managing agreed upon SLAs and OLAs.

Project employees’ quality checks, Training and knowledge coordination, Training materials preparation for Customer Service Advisers, Planning and coordination of training schedule, Day to day analysis preparation for Service Desk Management, Employees Yearly grades proposal preparation based on regular quality checks followed by regular feedback sessions, Improvement plan preparation for All Service Desk Employees in cooperation with all ITIL processes representatives, Maintenance of all agents accounts, Constantly monitoring agents’ ability to undisturbed operations, 03.2014 – 11.2014 - Support for transition team during transition of 3 new worldwide known divisions containing 30000+ users, participating as SME for newly implemented Service Now ticketing system – acting as knowledge transfer coordinator. Account administrator for all SD Employees, Participation in adaptation of Client’s existing processes to Service Desk standards, Interviewer during recruitment process.

SAP Support Specialist is to conduct basic SAP Assisting, monitoring and managing progress of SAP related incidents. Ownership of SAP Incidents until a work-around solution or a permanent fix will be provided, contacting with Resolving Teams. Responsible for training for Service Desk new joiners.

End Users Support - First levelHandling of incoming phone calls/ e-mails from customers regarding technical issues related to everyday usage of a computer.Analyzing and resolving most common inquiries using step-by-step solutions provided.Delivering high quality standard service to customers.Cooperating with IT specialist team to deal with more complex issues.

Organizing and hosting meetings on behalf of Malopolska Region Marshall's office for regional organizations that received European Founds grants , Organizing mandatory training sessions for beneficiaries of European Founds, Preparing Advertising campaign of European Founds, creation of local government documents and approval workflow maintenance.