Kazimierz Pachowicz
Dobra K/Limanowej
Summary
Dynamic Service Desk Agent at ATOS with a proven track record in incident resolution and customer communication. Skilled in troubleshooting techniques and employee training, I effectively managed service desk tickets and enhanced customer satisfaction. Recognized for innovative problem-solving, I consistently improved processes and fostered a collaborative team environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Desk Agent
ATOS
Cracow, Poland
06.2023 - Current
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Installed, upgraded and configured software applications according to customer needs.
- Maintained an up-to-date knowledge of the company's products, services and procedures.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Updated customers on progress towards resolution throughout the entire process.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Suggested innovative ideas for improving customer experience with the service desk.
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Ensured compliance with internal policies related to incident management processes.
- Collaborated with involved team members to complete post-incident assessments.
- Met with users, vendors and technicians to determine computing requirements.
Hotel Waiter
Adler INN
Madseits , Austria
11.2016 - 12.2020
- Delivered pleasant guest experiences with friendly service and caring demeanor.
- Asked customers about meals to assess satisfaction and collect vital feedback.
- Attended regular training sessions on topics such as food safety and alcohol awareness.
- Followed up with guests regarding order quality to satisfaction.
- Resolved guest complaints to maintain complete customer satisfaction.
- Consistently followed all company policies and procedures regarding guest relations and hospitality services.
Professional Car Detailer
Felix Autoaufbereitung
Vienna, Austria
06.2015 - 07.2016
- Assisted in training new detailers on techniques and company procedures.
- Utilized special-purpose cleaners to foster lasting cleanliness of vehicles.
- Followed all company policies related to health and safety standards while performing duties.
- Customized detailing services based on vehicle condition and customer requests.
- Provided customer service, explaining detailing processes and addressing concerns.
- Trained new employees on proper use of cleaning products and techniques.
Coffee Shop Manager
Baxterstorey LTD
Basildon, UK
05.2011 - 06.2015
- Developed innovative strategies for increasing sales and improving customer service.
- Discussed menu items and preparation methods with customers and suggested promotional items to increase sales.
- Provided leadership by setting a positive example for staff members in terms of attitude, attendance, punctuality, appearance, work ethic and job knowledge.
- Addressed customer complaints promptly and professionally, resolving issues effectively.
- Oversaw food preparation, production and presentation according to quality standards.
Education
Master of Arts - Studies For Religion
Jagiellonian University
Cracow10-2010
Skills
- Ticket management
- Troubleshooting techniques
- Software installation
- Customer communication
- End-user support
- Knowledge base utilization
- Remote desktop support
- Networking basics
- Technical documentation
- Employee training
- Incident resolution
- Customer relationship management
- Call handling
- Problem solving
- Guest complaint resolution
Languages
Polish
First Language
English
Advanced (C1)
C1
German
Advanced (C1)
C1
Certification
- ITIL Foundation
- CompTIA ITF
Timeline
Service Desk Agent
ATOS
06.2023 - Current
Hotel Waiter
Adler INN
11.2016 - 12.2020
Professional Car Detailer
Felix Autoaufbereitung
06.2015 - 07.2016
Coffee Shop Manager
Baxterstorey LTD
05.2011 - 06.2015
Master of Arts - Studies For Religion
Jagiellonian University