Michał Kucharczyk, Mba Email & Phone Number

Kraków, Pl

Warszawa, Woj. Mazowieckie, Pl

Austin, Texas, Us

In charge of the operational aspect of the automation for Oracle Tape hardware. Leading team across the globe supporting automation infrastructure. Liable for increase of connected customers and assets. Major successes: increase of connected Customers by 30%; increase in number of support requests created in an automatic way by 20%; increment in automation effectiveness by 10%. Besides the above acting as Site Lead to the GCS team in Poland, regularly reporting status to the Line of Business Executive team and member of Country Leadership team. Project/Program lead as well as participant of strategic projects aim to achieve “3 years plan”. Standard and big data analysis to identified opportunities for smarter business moves, more efficient operations, higher profits and happier customers. Participant of Customer Support Services FY16 EMEE top talent “Navigate” program for high-potential leaders who have demonstrated exceptional performance and commitment to the core business values.

Paris, France, Fr

Responsible for service delivery, budget (P&L), customer/supplier relationship, service excellence, 160+ staff management and motivation based in multiple locations across Europe. Accountable for compliance to the security standards for strictly secured operations; passing successfully all customer audits. During Service Delivery phase in charge of implementation of continues improvement plans to meet agreed SLA’s and team KPI’s. Managing last phase of the service delivery as part of the acquisition process. Major successes: Improve margin of the operation, limited attrition at the transition out phase. As additional responsibilities being part of the “Innovation lab/incubator” centre initiative, architecting and presenting innovations (i.e. Virtual Agent) to present and future customers.

Paris, France, Fr

P&L responsibility for operations within EE DDS Service Centres. Accountable for relation with Stakeholders, which included regular review of the service delivery quality and achievements. Major successes: service delivery scope growth, new delivery sites setup in 3 months for 60+ engineers in one of the major locations in Poland and Romania, margin improvement. Leading the team of 120+ FTEs in two Eastern Europe locations delivering services in 6 languages to the customers across the EMEA Region. Security Marshal for implementation and maintenance of security policies (compliant with ISO 27001).

Accountable for Global Software Support team delivering support to the customers globally. Responsible for communication to the customer on behalf of the Customer Care department. Single Point of Contact during migration/upgrades projects. Collaborate with internal organizations and Senior Management to prioritize bugs resolution and plan RFE implementation. Major achievements: executive dashboard implementation, data migration to the new CMS system, and regular knowledge exchange across all departments (TOI) initiation. Begun the work on setting up OLA.

Paris, France, Fr

Responsible for the team of 15 engineers delivering second line of support. Maintaining quality and when required implementing improvement plans to keep steady increase in customer satisfaction. Accountable for recruiting and on boarding new joiners. Looking after dedicated network infrastructure and lab environment. Reduced infrastructure downtimes by 50%.

Paris, France, Fr

Providing remote support for key customers with their servers, arrays, libraries, as well as with Solaris, Linux or backup applications issues. Acting as Duty Manager to balance team workload or handle escalations. As trainer within “Train the Trainer” program delivered basic/intermediate technical trainings to the team in Madrid. Attained the highest degree of pass rate.

Paris, France, Fr

Second Line Support for customers in their desktops, laptops, office applications and Operating Systems issues. Major projects: Implementing Crystal Reports at the desk as well as preparing trainings how to use it for whole Center

Programming Siemens micro-controllers, Preapring Sales Presentation for potential Customers

Master Of Business Administration (Mba), Executive Mba Marketing And Management

Postgraduate, Project Management

2006, Small And Medium-Sized Enterprises Management

2004, Electrical Engineering Major: Computer Engineering In Industry