Jacek Augustyn

Current Position: This speciality is responsible for leading a team of professionals in the daily operations in delivering SPMS services to an account. Serves as the liaison between customers, vendors, Delivery Centers, and IBM management to ensure a high level of customer satisfaction while delivering SPMS services in adherence to the Service Level Agreements. Interface with Delivery centers, local and GD locations for delivery of services and interact with account team to provide status updates on customer requests or other specific requests. Assists 2nd Line Managers, Unit Leaders and Competency Leader in the triggering / managing / resolving day to day issues.Triggers DP investigations and manages the investigation lifecycle. Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (Across accounts, pools, GDF locations). Drives defect prevention investigation documentation and knowledge sharing / reuse. Cooperates with global Quality Teams / DAs and Service Line owners to improve and change the DA / RCA process by determining if any solutions can be implemented in other centres. Represents their Competency at the global DA Lead meeting, DPP Service line meetings, and the Global Clearing house meetings.


Service Portfolio Manager SPMS Account Focal Point (Software Platform Management Systems)
Main responsibility was to provide a services for a one of biger arab customer. In my responsibility is coordination between customer and IBM teams (Software Distribution Team, Packaging Team, Imaging Team). I was responsible directly for imaging, deployment of a software for a whole workstations in customer’s environment. Providing leadership and direction to the SPMS teams. Preparing a reports with status of all deployments.

ITIL Incident and Problem Manager
In my role the main responsibility was to provide the quickest possible resolution for incidents with high business impact. I fulfilled end to end incident management for Critical and High priorities. Run conference calls and chats with technical teams and Service Managers on both sides of business, I prioritized cases and need to ensure that incidents are resolved within the SLAs. Providing leadership and direction to the DC teams. Monitoring and managing service delivery performance of Local Subcontractors/Third-party Suppliers. Was acting as Subject Matter Expert in Incident Management Pool Improvement Plan implementation.


Previous position: 2nd Level Wintel Administrator (Dispatcher, Focal Point for Customer)
As a Wintel team dispatcher I was responsible for managing incoming workflow by analyzing and assigning tasks to appropriate team members, supervising the progress and quality of procedures used. I was also responsible for escalating issues with major impact and establishing the communication lines with the customer. My work included creation of reports and daily analysis of the workflow with the higher level management.

1st position: Network Administrator
As a second line support specialist I was responsible for resolving issues related to the IT infrastructure, performing disaster recovery and architecture design changes. I also had to manage the communication between involved parties and report the results to the management staff. Daily work was complemented by documenting more complicated cases and keeping the knowledge database up to date.

2nd position: Team Leader for Technical Team.

As a Technical team Leader my main duty was to coordinate the work of my team members and assist them in more complicated issues. I was also taking care of screening of potential new employees.
On a daily basis I was actively coaching my team members and helping them to progress on their career path. This included monitoring and developing their preferences and skill sets, carrying for good atmosphere and morale in team and resolving all personal issues occurring in the work place.

1st position: People Manager for Technical Team.

In this role I was managing a team of technicians responsible for providing service to clients of Vobis in southwestern. My responsibility covered activities such as keeping track of warehouse, managing human resources and resolving all customer complaints. I was also creating offers and negotiating the terms of service for new business partners.