Summary
Overview
Work history
Education
Skills
Certification
Affiliations
Languages
Timeline
Generic
André Prager

André Prager

Kraków,Poland

Summary

Accomplished IT project manager with CAPM certification and expertise in ITIL v4 managing professional practices. Demonstrates strong team leadership and customer relations skills, effectively managing escalations and conflict resolution. Proficient in SLA documentation and communication, with a keen cultural awareness and Lean Six Sigma Yellow Belt certification. Committed to driving operational excellence and continuous improvement within dynamic environments.

Overview

14
14
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Services Manager

Cisco
Kraków, Poland
04.2021 - Current
  • Served as trusted advisor for major customers in data center sector.
  • Maintained relationships with senior management to demonstrate value and optimize revenue streams.
  • Collaborated cross-functionally with delivery, sales, and ITIL teams to meet service level agreements.
  • Acted as escalation contact for all process and service management issues.
  • Identified focus areas for continual improvement, documenting optimized process flows.

Project Manager

Cisco
Kraków
08.2019 - 03.2021
  • Handling high profile escalations coming from Cisco Field Teams in EMEAR up to Director Level for the Global Field Escalation Program (GFEP)
  • Working with GFEP team managers on global consistency (documentation, automation, tools and processes)
  • Team Lead for GFEP escalation managers in EMEAR (since October 2018)
  • Mentor for new escalation managers.

Project Specialist Cross Functional

Cisco
Kraków
06.2016 - 08.2019
  • Creating a new process for escalation management within EMEAR which later got replicated globally
  • Creating and maintaining ISO compliance for the team
  • Main point of contact for German speaking Field Teams
  • Creating and providing training to new peer teams in US and APJC.

Post Sales Escalation Specialist

Concentrix for Cisco
Kraków
04.2014 - 05.2016
  • Working for Field Teams to offload them from post sales related tasks
  • Delivering education sessions to Cisco Customers and Field Teams on post sales best practices
  • Responsible for team statistics and QBR preparation
  • Regional Lead for North.

Senior Technical Help Desk Associate

ACS for Xerox
Kraków
03.2013 - 03.2014
  • Providing remote technical support for Windows, Active Directory, remote connectivity and WebEx.

Inbound receiver

Amazon
Leipzig
11.2012 - 03.2013
  • Handling inbound deliveries in a logistics center, material control and inventory taking.

Online news office editor

ARD (German public broadcast station)
Mainz
10.2011 - 09.2012
  • Writing article and creating photo galleries for the culture and knowledge resort at www.ard.de
  • Writing and editing news article teaser.

Education

Bachelor of Arts Political Science and Sociology -

Martin-Luther Universität Halle-Wittenberg
10.2006 - 09.2010

Erasmus Program - undefined

AGH University of Science and Technology
09.2008 - 01.2009

Master of Arts Journalism - Journalism and Media Studies

Johannes-Gutenberg Universität Mainz
10.2010 - 09.2012

Skills

  • IT project management (CAPM certified)
  • ITIL v4 managing professional
  • Team leadership
  • Customer relations and escalation management
  • SLA documentation
  • Conflict resolution
  • Communication skills
  • Cultural awareness
  • Lean Six Sigma - Yellow Belt

Certification

  • ITILv4 Foundation
  • ITILv4 Drive Stakeholder Value
  • ITILv4 High Velocity IT
  • ITILv4 Direct, Plan, Improve
  • Cisco Customer Success Manager (CSM)
  • Certified Associate in Project Management (CAPM)

Affiliations

  • Ireland
  • Football
  • 19th century history
  • Photography

Languages

German
Native
English
Advanced (C1)
Polish
Intermediate (B1)

Timeline

Services Manager

Cisco
04.2021 - Current

Project Manager

Cisco
08.2019 - 03.2021

Project Specialist Cross Functional

Cisco
06.2016 - 08.2019

Post Sales Escalation Specialist

Concentrix for Cisco
04.2014 - 05.2016

Senior Technical Help Desk Associate

ACS for Xerox
03.2013 - 03.2014

Inbound receiver

Amazon
11.2012 - 03.2013

Online news office editor

ARD (German public broadcast station)
10.2011 - 09.2012

Master of Arts Journalism - Journalism and Media Studies

Johannes-Gutenberg Universität Mainz
10.2010 - 09.2012

Erasmus Program - undefined

AGH University of Science and Technology
09.2008 - 01.2009

Bachelor of Arts Political Science and Sociology -

Martin-Luther Universität Halle-Wittenberg
10.2006 - 09.2010
André Prager