Paweł Milczarek
Warsaw
Summary
Knowledgeable IT service deliver with strong background in providing technical support and resolving complex IT issues. Proven ability to improve system performance and enhance user satisfaction through effective troubleshooting and problem resolution. Demonstrated proficiency in managing help desk operations and utilizing technical skills to ensure seamless IT service delivery.
Dedicated and results-oriented IT Service Delivery Specialist with over 10 years of experience in managing complex IT infrastructure and systems. Proven track record in IT security, server administration (Windows, VMware), and high-level technical support for business-critical applications. Skilled in vendor management, system optimization, and implementing ISO 27001 standards. Committed to delivering seamless IT operations and enhancing system performance.
Overview
10
10
years of professional experience
Work History
IT Service Delivery Specialist
Emerson
Warsaw, Poland
01.2021 - 01.2026
- Administered and optimized hybrid Windows Server environments (WS 2012 R2 – 2022).
- Managed VM configuration, migration, and resource optimization via VMware and Hyper-V.
- ISO 27001 Local Coordinator: Led information security initiatives, including regular access rights audits and comprehensive Backup & Disaster Recovery strategies.
- Ensured production environment stability and security through proactive monitoring and 2nd line incident management (ServiceNow).
- Coordinated with global IT teams and vendors to ensure business application deployment readiness.
- Delivered exceptional customer service, resolving inquiries and ensuring satisfaction across multiple platforms.
- Collaborated with cross-functional teams to implement process improvements, enhancing service delivery efficiency.
- Analyzed service trends and customer feedback to identify areas for operational enhancement and strategic initiatives.
- Led training sessions for new staff, fostering knowledge sharing and promoting adherence to best practices in service delivery.
- Developed and maintained documentation for processes, ensuring consistency and compliance with organizational standards.
- Managed escalated service issues, utilizing problem-solving skills to restore client trust and loyalty swiftly.
- Coordinated project timelines and deliverables, ensuring alignment with company objectives and client expectations.
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Performed routine inspection and preventive care on assigned equipment and communicated defects and needed repairs to company personnel.
- Analyzed load-related documentation and completed and accurate records.
- Provided logs for working hours and vehicle service and repair status to meet state and federal regulations.
- Transported and delivered items to clients or businesses safely.
- Maintained up-to-date knowledge of industry trends and best practices, making recommendations for process improvements when applicable.
- Successfully resolved escalated customer issues, ensuring their satisfaction while adhering to company guidelines.
- Trained new team members on company policies and procedures, resulting in improved performance and reduced errors.
- Collaborated with cross-functional teams to ensure seamless service delivery and prompt issue resolution.
- Regularly reviewed internal processes for compliance with regulatory requirements, taking corrective action as needed to maintain adherence to standards.
- Managed multiple projects simultaneously, prioritizing tasks for optimal resource utilization and timely completion.
- Created comprehensive reports on service delivery performance metrics, presenting findings to senior management for strategic decision-making purposes.
- Coordinated with vendors for procurement, installation, and maintenance of equipment necessary for efficient service delivery operations.
Service Desk
DXC Technology / Hewlett-Packard
Warsaw, Poland
09.2015 - 12.2021
- Project for: Public Sector Polish Security Printing Works Project PWPW (Polska Wytwórnia Papierów Wartościowych)
- Security Clearance - classification: Confidential
- Providing first-line IT support
- Acting as the single point of contact (SPOC) for users
- Logging, categorizing, and prioritizing support tickets/incidents
- Managing tickets throughout their lifecycle (creation to closure)
- Responding to user inquiries via phone, email
- Keeping users informed of the progress
- Performing remote desktop support
- Adhering to SLA (Service Level Agreement) targets
- The Social Insurance Institution (ZUS Project): Supported high-security, large-scale systems for government institutions with strict data protection requirements.
- Monitored infrastructure and handled incidents for enterprise-level environments.
- Participated in acceptance test planning and execution, ensuring the stability of controlled releases.
- Verified test cases and reported defects, playing a key role in the validation process.
- Established effective communication channels between the service desk team and other departments, fostering collaboration and information sharing.
- Streamlined service desk operations for improved efficiency and response times.
- Collaborated with team members to develop new strategies for optimizing the service desk process.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
Education
M.D. - Tourism And Hotel Management
Academy of Hotel Management And Catering Industry
Poznan, Poland06-2010
Skills
- Customer satisfaction
- Incident management
- Service level agreement management
- ITIL framework
- Problem-solving
- Operations & ITSM: ServiceNow, Incident & Change Management, Lifecycle, Environment Monitoring
- Excellent communication
- Organizational skills
- Relationship building
- Budget management
Languages
Polish: Native
English: Professional Working Proficiency
Portuguese: Intermediate
Timeline
IT Service Delivery Specialist
Emerson
01.2021 - 01.2026
Service Desk
DXC Technology / Hewlett-Packard
09.2015 - 12.2021
M.D. - Tourism And Hotel Management
Academy of Hotel Management And Catering Industry