Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic

Anna Wojciarczyk

Wroclaw,Lower Silesia

Summary

IT Services Management professional with expertise in IAAS and SAAS components. Demonstrated success in managing steady state lifecycles and enhancing operational capabilities. Focused on improving stakeholder relationships and service delivery while maximizing productivity and profitability. Recognized for delivering complex infrastructure projects on time through effective leadership and team collaboration. Dedicated with drive to deliver excellence.

Overview

17
17
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

IT Project Manager for Security Department

Kyndryl
Wroclaw, Lower Silesia
2021.10 - Current
  • Delivered efficient project management for 5 critical infrastructure builds for SAAS & IAAS in Security & Resiliency Practice.
  • Executed two acquisitions to Azure for French clothing brands, ensuring seamless customer experience.
  • Coordinated proof of concept and demonstration for DORA regulations in incident detection.
  • Facilitated multiple functionalities for Security department, including penetration testing and multifactor authentication.
  • Orchestrated successful disaster recovery test with Zerto for financial sector client.
  • Managed external vendor relationships, securing advantageous terms through comprehensive proposal comparisons.
  • Led cross-functional teams to achieve successful IT project implementations.
  • Streamlined stakeholder communication to enhance project delivery effectiveness across all levels.

IT Project Manager for Security Department

IBM
Wroclaw, Lower Silesia
2021.01 - 2021.09

Please see section above for assignment achievements and skills.

Service Delivery Manager

IBM
Wroclaw, Lower Silesia
2011.06 - 2020.12
  • Streamlined service delivery processes for enhanced client satisfaction in terms of event and incident management & capacity planning.
  • Directed all aspects of service operations to guarantee quality control.
  • Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
  • Oversaw change management initiatives, ensuring smooth transitions during organisational restructuring periods.
  • Instituted robust systems for tracking progress against key performance indicators by keeping Problem Matrix up to date.
  • Oversaw team of 10 to plan and deliver activities that constantly met and exceeded customer SLAs.
  • Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering via live meetings.
  • Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels by introducing new KPI: MTTR and new customer experience applications: Pulse.

IT help desk agent

International Paper
Krakow, Lesser Poland
2010.03 - 2011.05
  • Managed high volumes of help desk requests (30 daily) to ensure user satisfaction.
  • Worked on shifts.
  • Worked on multiple tasks simultaneously, demonstrating strong time management skills.
  • Delivered excellent customer service by troubleshooting IT issues.
  • Guided users through step-by-step solutions with clear communication skills.
  • Documented each service ticket accurately, maintaining comprehensive database of issues and resolutions.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Supported new employees during IT induction sessions, facilitating smooth transition into company operations.

IT help desk agent

IBM
Brno, Czech Republic, South Moravia
2009.01 - 2010.02
  • Provided high-quality technical support to 40-50 users daily, ensuring user satisfaction.
  • Managed high volume of help desk requests while demonstrating strong time management skills.
  • Troubleshot IT issues effectively to deliver excellent customer service.
  • Escalated severe technical issues to senior IT staff for prompt resolution.
  • Provisioned training to new Helpdesk agents, enhancing team capabilities.
  • Updated Knowledge Database to maintain accurate and current information.

Education

Master of Science - Political Science

Uniwersytet Slaski
Katowice, Silesia
2004.10 - 2007.06

Bachelor - French Language

Uniwersytet Slaski
Katowice, Silesia
2000.10 - 2003.09

Skills

  • Team leadership for projects
  • Communication skills
  • Quality Assurance
  • Kanban implementation
  • Agile methodologies expertise
  • Facilitation of meetings
  • Customer-Centric mindset
  • MS project proficiency
  • Collaborative approach
  • Creative problem solving
  • ITIL service operations certified

Languages

English
Fluent
French
Fluent

Certification

ITIL Operations Certified (2019): PeopleCert

Timeline

IT Project Manager for Security Department

Kyndryl
2021.10 - Current

IT Project Manager for Security Department

IBM
2021.01 - 2021.09

Service Delivery Manager

IBM
2011.06 - 2020.12

IT help desk agent

International Paper
2010.03 - 2011.05

IT help desk agent

IBM
2009.01 - 2010.02

Master of Science - Political Science

Uniwersytet Slaski
2004.10 - 2007.06

Bachelor - French Language

Uniwersytet Slaski
2000.10 - 2003.09
Anna Wojciarczyk