Sven Hlywak Email & Phone Number

Washington Dc-Baltimore Area

Washington, Dc

Promoted to position to provide high-level support based on deep systems expertise and the ability to collaborate with cross-functional partners. Run onboarding department establishing relationships with new clients while offboarding old client relationships. Foster a helpful environment for the secure transfer of all IP and document appropriately for my team. Create onboarding process and update the process as company needs change.- Onboarded over 25% of Sequentur’s client base. New client onboardings were reviewed by other teams to create standardized scalable procedures- Utilizing industry, market, and IT knowledge, identified additional sales opportunities for the company. This resulted in an increase in revenue and overall company profitability by $100k+ annually as well as improved customer loyalty.- Conducted cloud systems audit and recognized that the company was over-providing service versus what was contracted. Converted Azure storage drives, archived non-productive systems into backup and reduced costs by 30%.- While onboarding a client, proactively documented capabilities, potential trouble spots, and process for issue escalation. Developed and led training for five help desk specialists leading to improved client service. Created standardized documentation accessible to all client-facing technical support leading to reduced load on the help desk.

Washington, District Of Columbia, United States

- Updated Help Desk processes to de-escalate tickets to improve team knowledge by directly working with lower level engineers on technical points after a resolution was reached. - Identified opportunities to upskill the department and developed weekly team trainings to share knowledge which resulted in the team being able to solve more challenging issues.

Washington, Dc

- Managed 30+ significant projects end-to-end over two years providing high level customer service and best-in-class documentation. Partnered with PMs and IT partners, receiving positive feedback and excellent performance reviews.- Developed project plan and led the migration of file share content to a cloud-based SharePoint and Azure for four clients saving over $160k annually in storage fees leading to a larger budget for future projects with my company.- Assessed client needs, planned, and managed the relocation of multiple client’s on-premises server rooms resulting in the consolidation of a 600 square foot server room to five machines and a more secure and easily accessible data.

- Helped establish formalized help desk processes and structure to ensure quality, efficiency, and scalability for an expanding portfolio of 30+ clients – recruited by the CEO based on positive and regular interactions at T3 Infosystems- Provided remote and on-site support for cloud services, including Microsoft 365, SharePoint, Teams, and Azure Hosting

Greenbelt, Md

I am a member of the RIIT Group (Research, Instruction, and Information Technology). We support the technological needs of the Smeal College of Business.I provide and implement enterprise level IT solutions for the 1000+ users and machines located in two buildings.I'm also the resident Mac Guru and have the honor of working with troublesome devices that are supposed to "just work" :)

Education record

Education record