Jacek Stasiński Email & Phone Number

Kraków, Pl

Kraków, Woj. Małopolskie, Polska

Driven professional with a passion for customer success. Ensuring our elite premium customers from Fortune 10-30 sectors, including Banking, Retail, IT, Trading, Cyber Security and BFSI are getting the most from our premium support.Key Responsibilities:• Oversee the experience of our premium customer base, ensuring their satisfaction and success with AppDynamics services.• Facilitate customer engagement, promote service adoption, and ensure optimal utilization of AppDynamics solutions.• Execute the company's service delivery strategy, ensuring high standards of quality and service are consistently met.• Manage support operations and coordinate critical business events for premium customers.• Prioritize customer retention, contract renewals, and revenue retention efforts.• Track product adoption metrics, monitor customer health, and maintain robust client relationships.• Serve as a customer advocate, handling incidents and escalations efficiently.• Collaborate with departments such as Operations, Engineering, QA, and Sales to enhance customer satisfaction.• Identify and implement opportunities for process automation to streamline operations.• Partner closely with the account team, including Customer Success Managers, Customer Success Specialists, Professional Services and Sales to ensure customer success.• Conduct regular calls with premium customers to discuss support status, critical cases, case progress, escalations, and satisfaction, as well as review monthly reports.• Manage cases related to product security and vulnerabilities, ensuring customers maintain secure use of AppDynamics products.Awards:2024 - Connected Recognition "Going Above and Beyond"

Kraków, Woj. Małopolskie, Polska

As a Technical Lead authority for our EMEA team members, I handled the most complex service requests and ensured that everything was delivered without any mistakes, meeting the customer's expectations by the end of the day.

Kraków, Woj. Małopolskie, Polska

The Cisco Managed Services team provides second/third level technical support for Cloud / Hybridsolutions and cloud enabled end point products on a worldwide basis via inbound/outbound phonecalls, email, web, and remote access. Provide consultation to independently troubleshoot & debugsolutions for Cisco customers, partners, account teams along with collaborating with other TACengineers to resolve issues.Main responsibilities for Senior Security Engineer - Complex Service Requests (NextGen Firewalls):- Understand and meet customer agreements (SLO/SLA/commitments)- Follow and participate in the improvement of established team processes- Accountable for following established team processes- Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)- Collaborate with peers and cross-functional teams- Maintaining knowledge required to perform role effectively- Participate in regular synch ups- Actively share / develop innovation and automations for continued improvement- Ensure accurate execution of documented and approved requests in customer’s productionenvironment- Adhere to and reinforce Cisco and customer Change Management processes and policies- Support Change Managers on CABs (internal and external)- Take appropriate steps to reduce potential impact to customer’s production environment due toexecution of approved changes- Validate service request execution process prior to production implementation- Conduct QA testing post-change to validate successful service request completion and avoidanceof service impacting events- Serve as first point of escalation for failed service requests/changes; conduct change back outs tothe point of pre-change baseline- Provide continual communication to stakeholders before, during and after execution of approvedservice requests

Zürich Area, Switzerland

Managed Data & Security services (3rd level support)• Responsible for provisioning & 3rd level support of routers & switches (Cisco, Huawei, Juniper) and NextGen Firewalls (Juniper SSG/SRX)• Dealing with escalated customer's issues until final resolution• Firewall upgrades and patching in high availability and standalone environment based on security advisories and alerts (Cisco and Juniper)• Cisco ACS (virtualization) - daily operations, upgrades, patching, backups• Defense and mitigation against protocol and volumetric DDoS attacks using market leading platform - Arbor Peakflow SP• NGFW deployment and operations (NAT, security policies, IPsec site2site & Remote VPN), multicontextual setup (virtual router per customer) • Configuration NGFW UTM services (Anti-virus/spam/malware, IDS/IPS, Web filtering), MPLS L2&L3 VPN, IPv6, CoS/QOS, switching, DNS configuration• Service assurance: firewall change requests, trouble tickets (Remedy) • Acting as SME for security solutions to customers• LAB setup & maintenance (virtualized Vmware ESXi, vSRX, Cisco ACS)• Coping with multiple projects in parallel based on prioritiesOperational activity:• Hand's on with Remedy, Amdocs OSS 9 ( Cramer ), Amdocs CRM ( Clarify ), MS OneNote, MS Sharepoint• Conducting internal training's for team members• Analysing security market requirements and trends• Communicating with multiple stakeholders across the organisation• Helping with security products management and development • Creating technical documentation and internal configuration guidelines Key achievements:• Senior engineer and trusted advisor cooperating with key clients, who always held his qualifications and dedication in high regard.• The NPS index in the most important category for the company grew by 24%.• Keeping the highest indexes of problem resolution times for customer security problems.

Network Operations:• Analyzing and solving complex problems concerning IP services provisioned on Cisco routers and switches, Juniper in backbone (L2/L3 MPLS VPN, EIGRP, OSPF, BGP) • Provisioning and troubleshooting IPSec VPN, MPLS VPN• Defending customers from DDOS attacks using Arbor Peakflow SP • Ensuring the safe development and effectiveness of the IT infrastructure• Maintaining the highest levels of B2B client service assurance according to SLA and ITIL framework • Monitoring alarms and network reports from clients• Network maintenance analyses and audits• Running performance tests (Alcatel RM, Ciena platforms)• Follow ups on cases with 3rd party vendors handed over to NOC over the weekends and holidays Team coordination:• Planning work for field engineers• Supervising effective use of available human resources• Supporting the Service Delivery teamKey Achievements:• Participating in the key project for UEFA of supplying and securing the network connection between Poland and Ukraine during the European Football Championship in 2012.• Participating in the successful certification project for ISO/IEC 27001:2013.

• Network security equipment configuration analysis in terms of security gaps according to GSNI (Global Security Network Infrastructure) guidelines for IBM EMEA sites• Creating recommendations for IBM network configuration• Executing network device setup audit (TACACS+, Cisco Access Control Server, Juniper Netscreen, Checkpoint)• Participating in internal projects for network service development and efficiency improvement• Monitoring the setup quality for IBM• Analyzing reports and tickets from internal clients• Monitoring and eliminating IT security threatsAchievements:• Received IT Delivery Excellence Award recognition for the outstanding results

Master Of Science (Msc), Computer Science

Speciality: Computer Networks

Master’S Degree, Computer Science

Speciality: Computer Networks

Ccna Course, Cisco Networking Academy