Paweł Kopocz
Hello

I'm Paweł Kopocz

MacSysAdmin / Certified Jamf Expert

  • Date of birth 17.10.1991
  • Nationality Polish
  • Martital status Married
  • Location Katowice, Silesian District, Poland
  • E-mail pkopocz@gmail.com

Hello! I'm Paweł Kopocz. I'm MacSysAdmin - I'm helping organizations succeed with Apple.
I'm supporting those who support others.

Work Experience

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jamf

Jamf is the world leader in macOS and iOS management with offices in Minneapolis, Eau Claire, Cupertino, New York, Amsterdam, Katowice, Sydney, Hong Kong and Tokyo. We deliver, support and service the solution for Apple management needs in education and business.

Jamf Pro (formerly Casper Suite) is the only Apple enterprise mobility management (EMM), macOS, iOS and tvOS management software developed exclusively for the Apple platform.


Technical Support Engineer II

September 2018 - currently

Same resposibilities as Technical Support Engineer I.

Technical Support Engineer I

September 2017 - August 2018

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.
  • 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 target response times are met.

Technical Support Specialist

March 2017 - August 2017

The Technical Support Specialist 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 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 chat and contribute to the 24/7 global support resource pool.
  • Maintaining 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.

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IBM

IBM Client Innovation Centers are part of the IBM globally integrated network of client service centers that deliver deep industry and technical expertise to IBM clients worldwide. The centers provide value-added support and innovative solutions to address client needs.


Team Leader

November 2016 - February 2017
  • 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.

IT Specialist

September 2014 - February 2017
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 Europe.
  • Performing knowledge transfer between new customers and IBM.
  • Planning IT infrastructure and solutions for new customers.
Daily tasks in service delivery:
  • Maintaining customer Apple infrastructure using Jamf PRO.
  • Creating and mass deploying custom applications for End Users Devices.
  • Creating custom macOS images for mass deployment.
  • Creating technical documentation.
Additional tasks:
  • 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.

IBM Manager's Choice Award 2015 – Anna Pęcikiewicz

Freelancer

September 2008 - September 2014
  • Repair of computers with Windows, Linux and Apple macOS operating systems.
  • Design and development of visual identity.
  • Design and optimization of websites.
  • 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.

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Silesian Water Cluster

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.


Webdeveloper

September 2008 - June 2013
  • 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.

ELKOP-Translations Language Centre

Webdeveloper, Graphic designer

September 2008 - June 2013
  • Design, implementation and administration of website
  • Preparation of advertising materials
  • Maintenance of computers

Certifications

Certified Jamf Expert Certified JSS Administrator Certified Casper Administrator Certified Casper Technician Apple Certified Associate - Mac Management Basics 10.10 Apple Certified Associate - Mac Integration Basics 10.10 Apple Certified Support Professional 10.10 CEFR - Level C1 - Effective operational proficiency or advanced
  • June 2010
  • Common European Framework of Reference for Languages | Silesian University of Technology

Education

2010 - 2014

Silesian University of Technology

Engineer - Faculty of Applied Mathematics - Informatics

2007 - 2010

XVIII High School

Class with journalistic and photographic program

Additional activity

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MacAdmins Meetup

MacAdmins meetup is a series of monthly meetings of Apple systems administrators and all who want to expand their knowledge in this area.


Co-founder & speaker

April 2018 - Today

www.macadmins.pl
www.meetup.com

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Mission Family Foundation

Our mission is family - to accompany, to support, to inspire, to encourage


Board Member

www.misjarodzina.org

January 2016 - Today
  • Design, implementation and administration of website
  • Preparation of advertising materials
  • Consulting
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