Szymon Kurylo

Acted as the primary point of contact for technical inquiries and concerns from users.

Took ownership of the end-to-end customer support process, ensuring satisfaction from case initiation to resolution.

Developed relationships and collaborated with technical counterparts to promote product adoption and expansion.

Provided guidance and mentorship to users during onboarding and throughout their usage journey.

Effectively communicated customer requirements and feedback internally.

Contributed to our knowledge repository by generating documentation, video tutorials, and predefined solutions for common issues.

Managed multiple open cases concurrently, prioritizing tasks effectively within strict SLA's.

Escalated unresolved matters to relevant internal teams as required.

Facilitated with the corporate merger between Peabody & Catalyst Housing, merging their users, applications & hardware devices.

Scheduled onsite & remote user walk-throughs from start to finish making sure devices were fully enrolled & users were completely satisfied.

Improved deployment efficiency by streamlining processes and implementing automation tools.

Reduced downtime during deployments by closely monitoring performance metrics and proactively addressing issues.

Collaborated with cross-functional teams to develop comprehensive deployment plans, ensuring successful project completion.

Maintained up-to-date documentation on deployment procedures, contributing to a seamless handoff between team members.

Increased customer satisfaction by providing timely and accurate updates on deployment progress.

Optimized resource allocation for deployments, effectively managing competing priorities and tight deadlines.

Troubleshooted deployment failures and implemented corrective actions, minimizing disruption to end users.

Conducted post-deployment reviews to identify areas for improvement and drive ongoing process enhancements.

Led regular meetings with stakeholders to review upcoming deployments and address any concerns or issues ahead of time.

Facilitated with the deployment & user training of new MS Surface laptops, Tablets & Samsung mobile devices to the user base by conducting onsite & remote training sessions.

Provided the users with complete walkthrough of hardware & all company specific applications.

Increased customer satisfaction by providing timely and accurate updates on deployment progress.

Optimized resource allocation for deployments, effectively managing competing priorities and tight deadlines.

Troubleshooted deployment failures and implemented corrective actions, minimizing disruption to end users.

Conducted post-deployment reviews to identify areas for improvement and drive ongoing process enhancements.

Ensured compliance with security policies throughout all stages of the deployment process, protecting sensitive data from unauthorized access.

Evaluated new tools and technologies that could improve the efficiency of the deployment process, staying current on industry trends.

Mentored junior staff members on best practices for troubleshooting complex technical issues related to software deployments effectively resolving problems in realtime.

Discussed issues with team members to provide resolution and apply best practices.

Provided 2nd level technical support to Senior Stakeholder.

Head of Asset Management of new hardware.

Installed and configured desktops & laptops with appropriate software applications according to Global IT standards and IT guidelines.
Organized hardware repairs and managed new hardware installations.
Maintained documentation related to IT processes, hardware, and software configurations.
Participated in in-house meetings, events, and projects that require new or temporary setups.
Provided 1st and 2nd level support to address user inquiries and technical issues promptly and effectively.
Handled tasks in the ServiceNow ticketing system.
Managed the employee onboarding and offboarding process.
Maintained and supported audio/video systems in meeting rooms.

Conducted rigorous quality assurance tests, identifying areas of improvement for product optimization.

Optimized engineering processes by implementing innovative solutions and streamlining workflow.

Provided critical technical support to the Executive leadership team, Board of Directors and other senior executives & their staff in the European region.
Collaborated with global IT interdisciplinary teams to resolve technical issues and receive escalation hand-offs followed by driving escalation hand-offs to closure.
Prioritized, managed, diagnosed & resolved multiple requests at once.
Performed various managed client services. These services included: IMAC, Break Fix, Desk Side Support.
Provided Strong technical skills with an emphasis on delivering a high level of customer service.
Performed advanced configuration and repair of desktops/laptops, VC equipment & mobile devices including network drops and/or cabling.