Moosh Jarzyna

Continue to mature the IT organization and develop an IT vision and strategy that aligns with the company's goals and objectives. Partner with procurement, vendors, and leadership teams across the organization to consolidate tools and reduce technology spending while still providing employees with essential tools and services they need to do their jobs. Implemented a new ITSM/ESM tool, enabling the team to streamline processes and automate many repetitive tasks. Expand the use of the ITSM tool and concepts into ESM onboarding non-technology teams such as Human Resources and Facilities/Operations onto the tool to streamline their processes and better align cross-functional processes, such as onboardings, between the teams. Work closely with the Information Security team on SOC2, SOX, ISO, and TISAX compliance requirements, establishing standards, best practices, and processes that support and comply with audit requirements.

Matured the IT organization in a fast-growing global and fully remote organization that has doubled in size in less than one year. Sourced and established vendor relationships for global end-user hardware distribution, achieving a new hire hardware on-time delivery rate of 97% ahead of their first day from an average of two weeks post the new hire’s first day. Created operational standards and processes and grew the team from four to eleven employees to maintain the quality of our service delivery and meet SLAs during the company's rapid growth.

Instrumental in building a new global support organization providing L1 – L3 support services for a new cloud technology line of business spanning four continents and supporting customers in 15 countries scaled to support additional countries each quarter as the business footprint expands. Maintain new customer environments by working with the cloud infrastructure team. Create a monitoring and alerting strategy to ensure proactive issue detection and resolution. Collaborate with the development team on best practices and practical requirements. Formulate and document operational standards and processes. • Met business needs in North and South America, Europe, and Asia by hiring Level 3 Engineers. • Ensured team members were properly trained in each country prior to the product going live. • Partnered with the go-to-market team to ensure support was available in each region. • Built and deployed proof-of-concepts by supporting the implementation team. • Developed customer demos and maintained a dedicated demo environment by supporting the sales teams.

Enhanced global IT processes through continuous process improvement, process reengineering, and knowledge management. Managed daily operations for an offshore global IT service desk and global access management team supporting 25K employees and 260K+ customers in 50 countries. Created a customer-focused support team for customers. Developed standard operating procedures for support staff. Responded to internal and external customer complaints. Led and directed the global access management team. Adhered to SOX and SOC2 audit standards while handling audit requests. Conducted audit walkthroughs with internal and external auditors. • Aligned company policies and ITIL best practices with training materials and processes. • Improved the end-user experience via continuous process and service improvement. • Educated staff on new policies, processes, products, and services. • Resolved issues by escalating them to high level teams and organized cross-functional disaster recovery teams. • Ensured staff operated within SLAs by creating and monitoring key performance indicators. • Coordinated with change management and early-life support teams to ensure support readiness.

Oversaw a 16 petabyte NetApp Unix-based storage grid for medical imaging. Ensured system availability and ample storage capacity within the grid core and edge networks. Onboarded and transitioned new customers from the project phase through to production. Partnered with IT and PACS vendors to coordinate maintenance tasks and resolve issues. • Identified areas of improvement by monitoring migration efforts and performance. • Resolved issues potentially causing downtime by monitoring storage grid nodes. • Orchestrated all facets of storage increases on the onsite edge storage devices.

Supported multiple customer-facing applications and trained new service desk agents. Remained abreast of changing technologies and trends for multiple customer facing applications. Tested new applications and features within the existing application.

Created an IT asset and software license auditing database. Arranged field support tech visits with branch offices. Tracked reports and coordinated reconciliations with IT procurement and field management. Developed technical documentation and trained asset managers on the system and processes. • Reduced cost by 45% per unit for a nationwide IT asset inventory and software license reconciliation project.