Piotr Michalik

• Managing a group of Remote Proactive Engineers for Oracle Systems Top Account customers
• in EMEA
• Planning and oordinating stratefy/operations for Systems Top Account Organization
• Presenting results, challenges and improvement actions at Business Reviews
• Managing 24/7 monitoring team
• Leading Global Team conference calls
• Collaborating with account teams to improve customer experience
• Collecting, designing and reporting performance metrics
• Responding to complaints and building good relationships with customers
• Driving customer satisfaction improvement plans
• Preparing personal reviews and personal development plans for directs
• Moments of Truth ambassador and Global Trainer

• Project managing to build a team of 13 engineers supporting French and Italian
system administrators outside business hours
• Liasing with clients to establish requirements and ensure project was on track
• Coordinating recruitment, training, mentoring and IT infrastructure
• Delivered 1 month ahead desired date and at 80% of

• Managing second line team operations
• Responding to complaints and building good relationships with client
• Project management (Night support for French and Italian customers in Romania)
• Preparing, implementing and updating IT processes
• Recruitment
• Delivering technical and soft skills trainings
• Training coordination for 4 sites ( Krakow, Katowice, Madrid and Iasi )
• Mentoring and coaching second line team
• Preparing monthly Statistics in terms of SLA
• Preparing personal reviews and personal development plans for subordinates
• Managing of extending scope of the delivered service ( hours of support, products and countries )

• Providing technical support for all incoming service requests in respect of customers and services supported by Sun Microsystems in EMEA region
• Troubleshooting software ( Solaris, Volume Management, EBS ), hardware
(Sun servers, disk arrays, tape libraries) and network issues.
• Mentoring a team of 30 people and providing assistance in technical and organizational areas
• Managing workload of whole team, assigning cases, escalation point for the less experienced members of the team
• Delivering training on midrange servers and Sun H/W in Krakow, Katowice and Madrid