Paweł Kopocz

IT Engineer


Paweł Kopocz - profile photo

About me


Name and surname:
Paweł Kopocz
Date of birth:
17.10.1991
Nationality:
Polish
Martital status:
Married
Current location:
Katowice, Silesian District, Poland
Mobile:
Ask for phone contact
E-mail adress:
pkopocz@gmail.com
Website:
www.pawelkopocz.pl

Skills


macOS iOS Linux Windows 7 Windows 10 Windows Server

Jamf Pro Jamf Now VMware Fusion Apple OS X Server Adobe Photoshop Adobe Illustrator Adobe Lightroom Microsoft Office

macOS imaging macOS application distribution macOS application packaging macOS & iOS deployment Bash scripting Command line HTML + CSS

Knowledge transfer Problem solving Troubleshooting Effective Team-Working Customer Service Photography

Experience


jamf helping organizations succeed with

Technical Support Engineer Europe, the Middle East, India and Africa (EMEIA)

The Technical Support Engineer position works within the Support department, as part of the Technical Delivery team, to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides direct assistance to customers in the Standard Support model, as well as assistance to Strategic Technical Account Managers as an escalation point for more complex support cases. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Responsibilities
  • - Utilizing available resources to independently resolve support issue
  • - Working directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
  • - Acting as an escalation point for technical questions and case consultations from Strategic Technical Account Managers and lower tiers of the Standard Support Model
  • - Creating and maintaining internal and external documentation related to technical topic specialties
  • - Conducting technical training on core products and supporting technologies for both internal and external users
  • - Using judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.). Be 3D.
  • - Working closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively
  • - Occasionally being on call for Support issues outside of normal business hours
  • - Working cross departmentally as required to resolve customer issue
  • - Maintaining case management to ensure that target response times are met
September 2017 - Today
Katowice, Silesian District, Poland
www.jamf.com

jamf helping organizations succeed with

Technical Support Specialist Europe, the Middle East, India and Africa (EMEIA)

The Technical Support Specialist position works within the Customer Service department to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides firsthand assistance to end-users and is responsible for day-to-day interactions with customers. The position also actively participates in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies.

Responsibilities
  • - Utilizing available resources to resolve support issues independently and as part of a team
  • - Working firsthand with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
  • - Answering local support number and contribute to the 24/7 global support resource pool
  • - Maintaining excellent case documentation to allow for collaborative troubleshooting and resolution
  • - Effectively communicating with customers in all formats and use judgment to determine the appropriate channel of response (email, phone, screen sharing, etc.)
  • - Maintaining case management to ensure target response times are met
March 2017 - August 2017
Katowice, Silesian District, Poland
www.jamf.com

IBM Client Innovation Center Wroclaw & Katowice

IT Team Leader

  • - Managing the flow of day-to-day operations.
  • - Taking care of all customers under MMS-PM 09614 department.
  • - Providing guidance to the team based on management direction.
  • - Problem solving and collaboration.
November 2016 - February 2017
Katowice, Silesian District, Poland
www.ibm.com

IBM Client Innovation Center Wroclaw & Katowice

IT Specialist

Apple Support:
  • - Actively involved in IBM Apple Global Enablement project.
  • - Co-leading transition and transformation of new customers - including work on clients' premises.
  • - Preparing processes and documentation of Apple support.
  • - Preparing educational path for new employees.
  • - Creating first IBM Apple Laboratory in Poland.
  • - Performing knowledge transfer between customers and IBM.
  • - Planning IT infrastructure and solutions for customers.
Daily tasks in service delivery:
  • - Maintenance of customer Apple infrastructure (JamfPRO).
  • - Creating and deploying applications for End Users Device.
  • - Creating custom MacOS images for customers.
  • - Managing MacOS updates.
  • - Creating technical documentation.
Additional taks:
  • - Lectures at the Silesian University of Technology under the program Corporate Readiness Certificate (CRC) about MacOS Management
  • - Lecture at the InfoMEET conference about "Massive deployment of operating systems on the example of Apple MacOS Sierra." (Poland, Katowice - 8 October 2016)

I want to tell you how much we appreciate your commitment and effort you put to make our Apple project successful. Thanks to your hard work, openness and innovative approach we have made tremendous progress in building first Apple support within MMS department. Thank you for giving this company your best.

- Anna Pęcikiewicz - IBM Manager's Choice Award 2015
September 2014 - February 2017
Katowice, Silesian District, Poland
www.ibm.com

Mission Family Foundation

Board Member

  • - Design, implementation and administration of website
  • - Preparation of advertising materials
  • - Consulting
January 2016 - Today
Katowice, Silesian District, Poland
www.misjarodzina.org

Freelancer

  • - Repair of computers with Windows, Linux and Apple OS X operating systems
  • - Design and development of visual identity
  • - Design and optimization of web applications
  • - Preparation of advertising materials
  • - Photographic services - reportages, portraits (gazeta.pl, TVN24)
  • - Photos for the covers of books - WAM Publishing House , SQN Publishing House | Sine Qua Non
  • - Web services for Dominican Order in Katowice
  • - Building an online community - Facebook fanpages with over 500 thousands users
September 2008 - September 2014
Katowice, Silesian District, Poland
www.pawelkopocz.pl

Silesian Water Cluster

Webdeveloper

Website author and administrator as part of the project entitled: "Development of the Silesian Water Cluster" co-financed by the European Union from the European Regional Development Fund under the Regional Operational Programme of Silesia District.

  • - Design and implementation of website and content management system
  • - Design and implementation of software to improve communication within the system
  • - Administration of the website during project
October 2012 - November 2014
Katowice, Silesian District, Poland
www.slaskiklasterwodny.pl

ELKOP-Translations Language Centre

Webdeveloper | Graphic designer

  • - Design, implementation and administration of website
  • - Preparation of advertising materials
  • - Maintenance of computers
September 2008 - June 2013
Katowice, Silesian District, Poland
www.elzbietakopocz.pl

Education


Silesian University of Technology

Faculty of Applied Mathematics - Informatics
October 2010 - February 2014 | Gliwice, Silesian District, Poland
Obtained title:
Engineer
Thesis topic:
Noote.it - multiplatform application to create and manage notes.

XVIII High School

Class with journalistic and photographic program
September 2007 - June 2010 | Katowice, Silesian District, Poland

Certifications


Certified JSS Administrator (CJA)

JAMF Software | Training details
June 2016

Certified Casper Technician (CCT)

JAMF Software | Training details
June 2015

Certified Casper Administrator (CCA)

JAMF Software | Training details
December 2015

Apple Certified Support Professional 10.10 (ACSP)

Apple | Training details
November 2015

Apple Certified Associate - Mac Management Basics 10.10

Apple | Training details
February 2016

Apple Certified Associate - Mac Integration Basics 10.10

Apple | Training details
February 2016

CEFR - Level C1 - Effective operational proficiency or advanced

Common European Framework of Reference for Languages | Silesian University of Technology
June 2010