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
2021.04 - 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
2019.08 - 2021.03
- 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
2016.06 - 2019.08
- 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
2014.04 - 2016.05
- 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
2013.03 - 2014.03
- Providing remote technical support for Windows, Active Directory, remote connectivity and WebEx.
Inbound receiver
Amazon
Leipzig
2012.11 - 2013.03
- Handling inbound deliveries in a logistics center, material control and inventory taking.
Online news office editor
ARD (German public broadcast station)
Mainz
2011.10 - 2012.09
- 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
2006.10 - 2010.09
Erasmus Program - undefined
AGH University of Science and Technology
2008.09 - 2009.01
Master of Arts Journalism - Journalism and Media Studies
Johannes-Gutenberg Universität Mainz
2010.10 - 2012.09
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
2021.04 - Current
Project Manager
Cisco
2019.08 - 2021.03
Project Specialist Cross Functional
Cisco
2016.06 - 2019.08
Post Sales Escalation Specialist
Concentrix for Cisco
2014.04 - 2016.05
Senior Technical Help Desk Associate
ACS for Xerox
2013.03 - 2014.03
Inbound receiver
Amazon
2012.11 - 2013.03
Online news office editor
ARD (German public broadcast station)
2011.10 - 2012.09
Master of Arts Journalism - Journalism and Media Studies
Johannes-Gutenberg Universität Mainz
2010.10 - 2012.09
Erasmus Program - undefined
AGH University of Science and Technology
2008.09 - 2009.01
Bachelor of Arts Political Science and Sociology -
Martin-Luther Universität Halle-Wittenberg
2006.10 - 2010.09