Dariusz Pawlak

Outsourcing>Insourcing

Key responsibilities:

-Overall management of customer facing International Service Delivery Project Managers Team located in CZ, PL, HU, SK and RO.
-Ethernet, IP VPN, Lambdas, Leased Lines, Internet and DSL service implementation accountability within GTS footprint and adjacent countries.
-Managing annual installation pipeline of nearly 10M EUR.
-Implementation of service delivery process from order entry to billing to decrease delivery duration, and improve customer experience.
-Cooperation with Ofnet operators for constant quality improvement.

GTS is a leading communications infrastructure provider in the Central and Eastern Europe (CEE). Business Unit - International Services is a Business Units in GTS CE Group created in 2009 to support International Wholesale Customers (Carriers). One of the strategic goals was to unify operations for International Telecom Wholesale Customers demanding services across CEE region.

Key responsibilities:
-Main project owner to build 24/7 International Network Operations Center (INOC) in Warsaw
-Responsible to develop and manage fully working INOC within tight deadline (6 months) including: teams, processes, KPI, SLA, management systems and regional trouble ticketing systems to support International Wholesale Telecommunication Customers.
-Team management of INOC, Service Delivery and Customer Service Management
-GTS CE backbone monitoring and troubleshooting ((DWDM, SDH, Metro Ethernet/IP/MPLS).
-Carrier relations,
-Customer service performance reviews

Key responsibilities:

-Accountable for Integration of two Network Operation Centers, during GTS Energis merger.
-Managing 24/7 NOC team including 1’st and 2’nd line technical support engineers, Inventory Shared Services Team located in Piaseczno Data Centre. 45+ employees.
-Providing definition of requirements and development of processes related to technical customer care.
-Service quality and fault resolution according to SLA and KPI parameters.
-Proactive monitoring and troubleshooting of network (DWDM, SDH, IP) and customer services.

Key responsibilities:
-Introducing and leading first 24/7 Network Operation Centre including first, and second line specialists, and engineers of total 16 employees.
-Monitoring software development.
-Customer Services Monitoring&troubleshooting.

Key responsibilities:
-Accountable for processes for the merger of 2 leading ISP in Poland: Internet Technologies and Atom S.A.
-Managing team of 10 specialists responsible for onsite and online technical support
-Troubleshooting of Internet services (dial-up, e-mail, www).

Key responsibilities:
-Creating technical support team for customers of 6 technicians.
-Managing installations and troubleshooting team.
-Onsite and call support of dial-up access, email configuration.