Bogdan Jerzy Kowalczyk,

MBA, ITIL * MP, ITIL * Expert, SAFe Agalist, PMP pending

Tel: 647-***-****, E-mail: adu3kc@r.postjobfree.com Mississauga, ON, L5A

Objective

● Position of Delivery Manager.

Strengths

● Strong organizational and time management skills.

● Solid knowledge of Scrum and Kanban frameworks.

● Driven by curiosity and the deep desire for Continuous Improvement.

● Self-starter with a reputation for being an effective agent for change.

● Excellent Supplier Management based on KPIs and OLAs.

● Over 14 years of experience in IT Service Delivery and IT Service Management.

● Strong understanding of Project Management principles based on PMI.

● Years of experience in industry compliance and regulatory requirements ( PCI and ISO).

● Ability to collaborate with people at various organizational levels

● Proven track record in delivery of change through team motivation..

● Excellent team building, people management, and collaboration skills.

● Grounded technical understanding of IT infrastructure, applications, systems and service

● Ability to think creatively and apply strong problem-solving skills, driving issues to resolution.

● ITIL 4 MP, SAFe 5, COBIT 5, Agile Scrum Master, Lean Six Sigma certified.

● Fluent in English, Polish, German and Ukrainian – the aptitude to learn new languages. EXPERIENCE

BAE SYSTEMS AI May 2017 - May 2022

Service Delivery Manager (Insurance Industry)

● Acted as client's single point of contact for Service Delivery for all North American Customers.

● Increased Customer Satisfaction (NPS) for all Managed Services Customers in just one year.

● Analyzed Customer needs and delivered change requests according to Customer requirements.

● Established trusted relationships with Customers through high integrity and consistency in delivery.

● Defined, monitored, and reported key performance Indicators (KPIs) of the services delivery.

● Define, generate and distribute monthly and ad-hoc KPI reporting to key stakeholders.

● Monitored metrics for trends and track identified issues.

● Recommended service and workflow improvements to improve service availability and performance and add value for key stakeholders.

● Communicated planned and unplanned Service interruption and/or degradation details to stakeholders.

● Successfully managed Service Transition projects for the largest projects in North America.

● Facilitated resolution of application defects for Managed Customers, using agile techniques.

● Produced internal and external Monthly Service Reports ensuring KPI achievement.

● Managed Risk and Opportunities registries for Managed Customer accounts.

● Ensured financial health of Service Delivery through forecasting.

● Indirectly managed multiple teams and projects with increasing degree of complexity..

● Thrived working independently in the management of projects, teams and operational discipline.

● Continuously worked on improvements, new releases or projects of various scope and complexity.

● Successfully onboarded and offboarded Customers.

● Provided Service Governance.

BAE SYSTEMS AI March 2016 - May

2017

Customer Support Manager / Operations Manager (Insurance Industry)

● Performed Asset Management, Change Management, Incident Management, Problem Management, and Vendor Management.

● Successfully Managed a team of six Application Support Engineers.

● Ensured internal processes are followed and updated as required.

● Increased Customer satisfaction rapid reduction of number of application defects.

● Greatly improved SIAM and Vendor Relationships through weekly touchpoints with vendors leveraging the KPIs and SLAs.

● Designed innovative solutions to allow remote support processes from offshore locations.

● Acted as Change Manager and Major Incident Manager reducing number of Change Management related incidents to zero.

● Communicated changes for security services onboarding and support procedures

● Implemented Capacity Planning and CMDB, which led to better utilization of resources and a decrease of cost.

● Drove quality of incident resolution, leading to a significant increase in Customer Satisfaction. TENZING MANAGED IT Oct 2012 – May

2015

Manager, Service Desk (IT Hosting Industry)

● Managed 20 offshore as well as Canadian-based team of IT professionals.

● Improved Vendor Management of Third-Party Service Providers through regular meetings.

● Greatly enhanced Incident, Change and Problem Management procedures by aligning them with industry best practices.

● Established and led Shift Turnover Meetings, engaged direct reports, and created a culture of teamwork, accountability and initiative to help customers achieve their definition of success.

● Increased accountability, improved Customer Satisfaction, and Knowledge Management by sourcing information needed for multi-disciplinary teams to execute their day-to-day duties.

● Implementing ITIL best practices to produce desired results. Managed key performance indicators

(KPIs) and encouraged continuous improvement to meet and exceed goals.

● Determined root causes and implemented corrective actions. Decreased Time To Resolve Problems of network performance-related problems from weeks to several hours.

● Reshaped monthly SLO and SLA reports and presentations for the executive team to make them more accurate and better aligned with the business objectives of the corporation.

● Developed and implemented a number of proposals to improve ergonomics and functionality of the ITSM tool, leading to higher end-user satisfaction and decreased time to process service requests. fulfillment, changes, problems and incidents.

● Implemented ticket ownership, which reduced time to complete service requests by 2/3.

● Reduced number of rejected Proposals for Change by Service Desk to zero through the implementation of Change Management Proposal Models

● Improved effectiveness of Change Advisory Meetings by coaching Change Managers best practices.

● Facilitated Post Review process for failed changes leading to reduction of failures.

● Improved Commvault data protection management. Achieved 0 failed backup jobs within 1 year.

● Implemented Junior IT Project Deployment Team to streamline simple deployments for customers.

INNOVATION MILL Nov 2010 – Oct 2012

Founder and CEO (Innovation Centre)

● Identified need for creation of Innovation Center in the Town of Milton.

● Created a business plan to start a new non-for-profit business aimed at fostering innovation.

● Performed market and business analysis for the feasibility of the project.

● Created IT and business strategy to achieve venture success.

● Established communication with regional innovation centers.

● Established communication with the regional and local Economic Development Officers.

● Identified the best location for the startup and applied for the lease of the facility.

● Established partnerships with local businesses to share the cost of the facility lease.

● Networked with local innovative construction firms to retrofit the building according to the best ecological practices.

● Networked with local and regional environmental organizations as well as not for profit organizations to identify potential tenants for the first phase of the project.

● Analyzed and identified the best internet provider for the needs of the venture.

● Engaged in the discussion with the office equipment suppliers to identify the best office equipment solutions for business needs.

● Established partnership with the local native landscaping company to turn the ground surrounding the business location into a showcase of native plant and ecological landscaping.

● Identified potential investors and engaged in preparation to finance new ventures. ATRIA NETWORKS LP Nov 2009 – Oct

2010

Director, Customer Assurance (Telecommunications)

● Hired to build a brand new Network Operating Centre according to best known practices.

● Managed construction project of a brand new Network Operation Centre. Reported to the President on all aspects of construction, including furniture layout, ergonomic chairs sourcing, ergonomic computer screen layout, electrical work and UPS repairs.

● Analyzed gaps and needs of Service Desk in order to improve the efficiency of service delivery.

● Arranged for knowledge transfer from senior technical team members to Network Operations staff. Developed and implemented a training program for new hires. Assisted existing team members in retraining on certain aspects of operations.

● Revised and implemented Business Continuity Plan, Incident Management, Change and Problem Management procedures.

● Established Change Management Coordinator role, which led to significant improvement in coordination of IT changes across the company fibre-optic network in Ontario.

● Managed office relocation project, including sourcing of office furniture, furniture layout, best price negotiation, team seating arrangement, sourcing of and installation of office equipment.

● Co-Managed marketing projects of the newly constructed Network Operations Centre to create a showcase and a leading image of Network Operating Centre with Customers. FUSEPOINT MANAGED SERVICES Jun 2006 – Oct

2009

Supervisor, Operations Centre (IT Hosting Industry)

● Acted as the level of escalation for all Operations Center activities.

● Managed and supervised a team of 24 Level 1, level 2 and level 3 technicians across various geographical locations, including staff scheduling, staff cross-training and development.

● Focused on building and refining Knowledge Base, which included refreshing outdated processes, and working with Network, Microsoft, Linux and Security teams to make sure that the procedures are up to date, accurate and easy to comprehend.

● Coached new and existing team members on best practices and effective troubleshooting techniques.

● Designed hands-on Microsoft Windows Server tests on VMware servers for candidates, which allowed for verification of IT skills during the hiring process.

● Managed monitoring and data protection systems. Managed critical customer incidents, activities and appropriate escalations. Re-mediated customer complaints related to service delivery.

● Collaborated with the infrastructure team on selection and deployment of server automation tools as well as monitoring tools.

● Worked closely with the director of the development team on ITSM tool enhancements for the Operations Centre team, and tested releases to identify bugs and improvements. FUSEPOINT MANAGED SERVICES Aug 2005 – May

2006

Senior Support Technician, Operations Centre (IT Hosting Industry)

● Supported Microsoft Windows Servers.

● Handled escalations from Level 1 and Level 2 technicians.

● Established a team-building process to create a solid support structure within the organization. APPLIED SYSTEMS CANADA Jul 2002 – Aug

2005

Bilingual Technical Support Technician, Network Operations (Insurance Industry)

● Provided Microsoft bilingual support to French-speaking insurance brokers across Canada.

● Assisted technical and non-technical french speaking clients over the phone and through email.

● Acted as a point of escalation for data protection problems on Veritas Backup Exec. VOLUNTEER POSITION, CHINA LITTLE FLOWER ORPHANAGE, CHINA 2011 TOOLS

● Atlassian JIRA, Confluence, Cherwell, Solar Winds, Nagios, ServiceNow, Microsoft Project, SharePoint, SQL

EDUCATION

International MBA, Schulich School of Business, York University, Canada Major: Management of Information Systems

International Exchange, Ecole de Management, Lyon, France International Internship, McCain Foods B.V, The Netherlands B.A. (Honours), University of Windsor, Canada

Major: German and Philosophy

French as Foreign Language, Laval University, Quebec, Canada International Exchange, International Christian University, Tokyo, Japan International Exchange, Constance University, Constance, German CONTINUOUS EDUCATION AND ASSOCIATIONS

Certified ITIL 4 Managing Professional - 2022.

Certified ITIL 3 Expert - May 2015

Certified Agile Scrum Master - 2022.

Certified SAFe Agilist - 2022.

Scrum with Kanban - Pending.

Certified COBIT - 2015.

PMP certification pending.

Project Management Institute (PMI) - Member.

International MBA Alumni association, Schulich School of Business - Member. University of Windsor Alumni association, University of Windsor - Member.

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