Patryk Gasiorowski

Service Delivery Manager @Eviden

✔️ ITProduct ManagerProject Manager

Energetic and well-organized employee who thrives in team environments. I am dedicated to continuously improving my qualifications and developing my skills. My expertise is centered on ITIL 4 best practice, Git, GitHub, JavaScript, and ServiceNow Implementation, Administration, and Development. I am always seeking improvements, standardization, optimization, and automation of processes and operations. I love clearly assigned tasks and embrace the opportunity to optimize through unconventional thinking and proposing new solutions. Unafraid of challenges, I prioritize customer satisfaction and consistently perform my duties to the best of my ability. I easily adapt to a constantly changing, demanding environment, and I prefer hands-on learning. I carry out my daily tasks with professionalism and efficiency. Given my solid background as a Service Delivery Manager and extensive experience with ServiceNow, my goal is to transition into a ServiceNow Developer role. My experience has equipped me with a deep understanding of both the strategic and technical aspects of ServiceNow, making me well-prepared for this next step in my career.

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Work Background

EvidenSAP Service Delivery Manager

Apr. 2023Łódź, Woj. Łódzkie, Polska · RemoteEstablishing and maintaining good customer relationship incl. customer satisfaction monitoring, multiple accounts. ● ServiceNow modules Implementation and Client Onboarding (integrations, automation, configuration, staff training, UI Policy, Client Script, CSDM, CMDB) ● SAP to Cloud migration ● P&L, Cost Control ● Project Transition, Service Portfolio Design, Service Catalogue Design, ● Minimum Performance and Volume Traffic ● Engagement in all service lifecycle phases (from Service Strategy till Operation through Continual Service Improvement) ● RPO, RTO, FOT, Upgrades, Patching ● Service delivery at expected quality level, SLAs, KPI's and costs ● Risk and Budget Management ● SPOC, Major Incident Management ● Direct supervision of projects or several service teams incl. team coaching and motivation ● Create strategies to maintain, improve and develop service delivery which supports business growth

ERGO Technology & ServicesIT Process Manager / Configuration Manager

Feb. 2022 - Apr. 2023Lodz, Düsseldorf, Gdańsk-Define processes and methods for Asset and Configuration Management System - Align data and relationships - Develop standards, policies, optimizations, automations and implement them in the organization - regularly monitor and analyze the CMS - Ensure that policies and standard processes are followed - Optimize and evolve CMS and other related processes - intelligent reporting, data analysis and virtualization - implementation of IT processes according to ITIL - Improve infrastructure in line with market opportunities and needs - Integration and collaboration in an international environment - Leading smaller teams to deliver (project) results - Support in the development and re-design of a CMDB as part of an ongoing project - ServiceNow design and administration - Support in the creation of the data model for the CMDB - Support in defining the associated maintenance processes for the CMDB - Support in defining and implementing the interfaces to and from the CMDB - Support in the inventory of all IT assets, internally and with external partners - Support in the development of configuration specifications for the IT assets - Support in the evaluation of data from the CMDB for connected reporting processes - CMDB bug investigations and fixes - negotiation Stack : SQL, Microsoft SQL Server, Active Directory, BMC Remedy, SMART IT, BFP, Citrix, Eva, ITIL, BMC Atrium, BMC Discovery, Remedy, BMC Mid Tier Console, Adonis, CMDB, HP Service Manager Client (SM9), SQL Service Management Studio 18

CREALOGIX2nd Line Software Support Engineer with German

Oct. 2021 - Feb. 2022Szwajcaria, PolskaSupport whole Crealogix Product Catalogue for the digital banking and government sector at the local and global level. Analysis of errors detected on the backend and fronted side of the application. Testing solutions. Maintaining the appropriate quality of the application, service and support for the business client. Incident and Problem Management. Ticket Management. Root Cause Analysis of Incidents using various test environments, tools, databases, and virtual machines. Support for desktop and mobile versions both from the client's and the administration's side. Processing of technical support inquiries by email or in the ticket system which could not be resolved by 1st level support (2nd level support) Independent analysis and, if possible, correction of software errors. Log analysis. Classify, edit and document support tickets. Recording and tracking of 3rd level support tickets in the ticketing system. Cooperation and support from external and internal interfaces and locations. Participation in the creation of documentation/instructions. Participation in testing new products/software versions. Process modeling. On-Call Duty Service. Participation in SDLC. Stack : Oracle SQL Server,CMDB,Jfrog, Postman, Github, Puttygen,WinSCP, Scrum, IOS, Android, ServiceNow, Jira, Confluence, SauceLab, Vertec

FujitsuSACM and Change Process Lead with German

Mar. 2021 - Sep. 2021Łódź, Łódzkie, Poland• Delivers a specialist service management function within or into an account • Leads on elements of service delivery to lower management level within the customer(s) in order to deliver contracted service commitments & continual service improvements. • Contributes to the service partnership as part of one service team with internal and external customers. • Monitors, maintains and ensures compliance to their process specialisim • Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvement. • Analyzes and reports on details of issues and updates stakeholders accordingly • Implements solutions to identified issues • Produces and analyzes statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting. • Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks, Operations, Account Team etc • Manage the resolution of incidents to agreed service levels • Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident • Act as point of escalation when closure of an incident is disputed by the user • Ensure the Incident / Change / Problem /SACM/ Knowledge Management process, procedures and work instructions are adhered to by all relevant parties • Monitor and report on the effectiveness of the Incident / Change /SACM/Problem / Knowledge Management procedures, process modeling.

FujitsuService Process Controller with German

Dec. 2019 - Mar. 2021Łódź, woj. łódzkie, PolandCoordinating the process and activities for one of the German banks in accordance with the policy on data protection and privacy. Supervising the work of other groups such as Service Desk or Remote Infrastructure Management. Process improvement and control. Tasks dispaching and quality test, UAT And PROD TFS Application and Catalogue testing. Working in time reporting and escalation of reports. Work in OSMQ, TFS, Smart IT. Knowledge transfer for the new Team members. • Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer inquiries. ITIL 4 Certification, Service Now administration. • Documents actions taken to resolve inquiries. • Takes ownership for documenting, and monitoring adherence to all account related processes. • Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns the management of the processes leading to successful resolution of the escalated issue. • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments. • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. • Monitors performance through statistical reporting and analysis. • Analyses and identifies areas of improvement to the service to ensure customer satisfaction • Prevents negative trends by properly raising and reacting to performance and progress gaps. • Owns and accepts personal responsibility for customer problems and champions customer issues to resolution. • Builds and enhances strong customer relationships and acts as an escalation point for the customer. • Takes responsibility for learning about all current customer needs

PhilipsCustomer Service Specialist with German

Dec. 2018 - Dec. 2019Łódź, woj. łódzkie, PolandTemporary support for the UK and France market before the transition. Transition of processes from Hamburg to Łódź. Face to face knowledge transfer. Process review and improvement, creation of instructions, continuous contact with the team in Hamburg. Processing a huge backlog. Invoicing. Contract management: creating, renewing or ending the service contracts in the management system and connecting the correct installed based product; adding the agreed contract features relevant for appropriate services execution, pricing and billing information Service parts management: coordinating the effective flow of spare parts to fulfill services events on time; ensuring that the right spare parts have been ordered from internal supplier and delivered on the requested moment at the right location; monitoring and controlling the return of spare parts to the vendor Service work order and billing management: checking and processing exceptions handling for customer cases to ensure completion within service level agreements; ensuring correct cost allocation; resolving incomplete cases by correcting errors to ensure integration with financial processes Stack : SAP, Salesforce, ServiceMax, Ultrasound, MRI, Tomography,

FujitsuService Desk Expert 2nd Line with German

Apr. 2018 - Dec. 2018Łódź, woj. łódzkie, PolandSupport for all Fujitsu products, both hardware and software. Receiving complaints and escalations, considering warranty cases. Remote software reinstallation, support for the entire MS Office suite, Windows 7/10, BIOS. Diagnosing and recognizing errors and damages. Repair remotely or call for a technician to solve problems on site. Selection of parts to be replaced. Technical certification of Fujitsu products before starting work in the above position. Stack : BIOS, Windows 7-10, Ersin, ServiceNow, Servers, PC's, Laptops, AC, Fingerprint and eye retina readers, IGEl, CMD,

FujitsuService Desk Agent with German

Jan. 2018 - Apr. 2018Łódź, woj. łódzkie, PolandBasic troubleshooting, answering tickets, gathering information, logging tickets and managing them in tools designed for this purpose. Solving the issues remotely. Major incident opening and monitoring. Colaboration with CISCO. Passing the INC to the 2 Line if it was required. User account management. Stack : SM9, ServiceNow, Citrix, Remote Desktop, Windows, IOS, MS Office, Scanners, Laptops, PC's, Cash registers, Printers, Switches, AP, Ipad's, Phones.