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Work Background
ALKSenior Manager IT Support Europe & Asia
Jul. 2022 - Apr. 2025CracowKey achievements: • Reduced low-scored incidents by 3×, improving overall service perception and stability
• Increased end-user satisfaction to 4.9+ across regions
• Maintaining or improving SLA performance with team size reduced by 20%
• Designed and implemented a global IT support operating model
• Created and delivered a global PC lifecycle program (1,000+ devices/year)
• Standardized office and production printing globally Key responsibilities: • Leadership of regional and global IT support teams
• Budget ownership and cost optimization
• Stakeholder management and governance
• Service quality, compliance, and resilience
ALKManager IT Support Europe
Oct. 2021 - Jul. 2022Cracow, Małopolskie, Poland
International PaperEMEA Client Device Management and Optimization Manager
Apr. 2020 - Sep. 2021Key achievements: • Standardized PC deployment and end-user support across EMEA,NA & APAC
• Scaled EMEA-developed support tools to global adoption
• Delivered a global Windows 10 migration (32,000+ devices)
• Implemented PC lifecycle management covering 11,000+ EMEA devices
• Standardized printer support and executed a regional vendor transition
• Implemented global software lifecycle management standards
• Introduced PADT framework to improve efficiency and reporting Key responsibilities: • Directed IT operations for 32,000+ endpoints, focusing on optimization and reliability.
• Managed MECM - based software deployments and global compliance strategies.
• Delivered tools and processes to streamline IT support for enterprise-wide applications.
International PaperIT Regional Support Manager
Nov. 2016 - Apr. 2020Kraków Area, PolandKey achievements: • Designed and launched an IP Disaster Recovery Center supporting 180 users, ensuring full GBSC business continuity in the event of a disaster.
• Led the redesign and rebuild of the GBSC support center (10,000 sqm) while maintaining full service scope and uninterrupted operations.
• Implemented IP IT support standards across 12 acquired locations in Turkey, ensuring compliance, service consistency, and rapid integration.
• Reorganized and cleaned up server rooms across multiple office locations, improving stability, security, and operational hygiene.
• Successfully delivered new office IT startups, including network switching and WAN implementation in Switzerland, enabling seamless business launch. Key responsibilities: • Managed IT teams responsible for 2nd and 3rd-tier support, ensuring rapid incident resolution and system stability.
• Led cross-regional initiatives, such as business continuity planning and disaster recovery solutions.
• Oversaw talent acquisition, staff development, and performance management to build a strong, reliable team.
International PaperSenior Team Lead - Regional Support / Virtual Regional Support / Global Software Delivery
May. 2015 - Oct. 2016Kraków Area, Poland• Managed customer-facing teams providing 2nd and 3rd tier IT support for EMEA and NA operations.
• Oversaw global software delivery for software deployments and reporting tools, utilizing SCCM.
• Led staffing, talent management, process management, and customer service management at International Paper in Kraków, Poland.
HaririCompany Owner
Jun. 2012 - Jun. 2013• Designed and managed website and graphic interfaces for Hariri, focusing on UI and B2B integration.
• Implemented SEO strategies and Google analysis to optimize online presence and increase traffic.
• Updated product catalog and maintained database for seamless user experience.
International PaperLAN Support Analyst / Technical Team Leader – EMEA Regional Support
May. 2011 - Apr. 2015• Led the ITRC team in restoring critical IP operations in DRC within 24h in case of disaster.
• Designed and implemented Disaster Recovery Center for IP GFSC.
• Developed support tools using .Net & PowerShell for Windows 7 & 8 image maintenance.
• Coordinated IT infrastructure analysis for new offices in EMEA.
International PaperLAN Support Specialist III
Feb. 2009 - May. 2011• Managed the EMEA Image Liaison role, preparing corporate Windows 7 images for the EMEA region.
• Implemented the ITSS/RS EMEA support model in HQ Brussels, recruiting and training candidates for the RS-EMEA team.
• Successfully implemented the ITSS support model in HQ, ensuring efficient IT support operations.
International PaperLAN Support Specialist II
Jul. 2007 - Jan. 2009• Managed day-to-day maintenance and break/fix work of desktops, servers, printers, and other network devices across EMEA sites.
• Maintained documentation for inventory, ticket tracking, time tracking, and assigned project work.
• Oversaw access card and PC account management in Active Directory, ensuring smooth operations for International Paper.
Youth Culture Center in Nowy TargSenior Event Coordinator
Oct. 2006 - Jun. 2007• Organize and coordinate events, ensuring smooth execution.
• Promote the center through media relations, including press releases on achievements.
• Develop event regulations, manage documentation, and prepare participant lists.
• Collaborate with instructors to plan exhibitions, competitions, and performances.
• Host events, including emceeing, and document them through photography.
• Design and distribute diplomas, invitations, and thank-you notes (manually and digitally).
• Maintain event schedules, inform participants and media about upcoming events.
• Write jury meeting reports and post-event summaries.
• Accompany participants to post-competition exhibitions.
• Establish partnerships with other institutions and organizations.
• Manage computer tasks: graphic design (Corel), email correspondence, website updates.
• Perform additional duties as assigned by the director.
Prokuratura Okregowa w Nowym Sączu (District Prosecutor's Office)Information Technology System Administrator
Jan. 2006 - Jun. 2007• Implemented and maintained SIP (System Informatyczny Prokuratury) on Windows Server 2003RC2/Microsoft SQL Server 2000.
• Managed access to critical IT systems at Prokuratura Okregowa w Nowym Sączu.
• Ensured seamless operation of IT infrastructure for efficient workflow.
• Enhanced system security measures to safeguard sensitive data.
itour.plCompany Owner
Apr. 2004 - Mar. 2005• Designed and developed iTour.pl, an automated booking system for hotels, hostels, and private apartments, pioneering the Polish equivalent of "Booking.com" with innovative foresight.
• Spearheaded the creation of subdomains with websites and booking management systems, enhancing user experience and streamlining operations,
• Managed challenges such as lack of external funding and readiness from property owners.
VobisIT Specialist
Sep. 2002 - Oct. 2005• Provided computer hardware and software consultancy services to clients.
• Designed and implemented network infrastructure, including LAN distribution points.
• Prepared offers for clients and performed electric maintenance tasks.
• Installed satellite television systems for customers.
Centrum Nauki i Biznesu ŻAKTeacher
Sep. 2002 - Sep. 2003Computer networks teacher.
PTZ sailing association (NGO)Board member and sailing instructor.
Jan. 1997 - Jan. 2007• Played a key role in building the organization by establishing operational structures, securing resources, and enhancing member engagement.
• Oversaw budget management for sailing programs, ensuring financial stability and alignment with organizational goals.
• Supervised training programs for sailors of all levels, fostering skill development and safety awareness.
• Led event coordination, including competitive sailing events and community outreach programs.
• Mentored and coached junior instructors, ensuring consistency in training quality and program delivery.
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