Open to opportunities

Joseph Szczygielski

@josephszczygielski

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Customer-focused IT professional with over 5 years of experience.

Canada

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What I'm looking for

I am looking for a dynamic environment that values strong communication and analytical skills.

I am a dedicated IT specialist with over five years of experience in technical support and leadership roles. My journey has equipped me with a robust skill set in managing technical escalations, resolving customer issues, and delivering exceptional service across various channels, including email, phone, and chat. I thrive in fast-paced environments and am passionate about providing empathetic and solution-oriented support to users.

In my current role as IT Team Lead and Systems Administrator at Revelstoke Mountain Resort, I lead a support team, ensuring timely technical assistance and maintaining high customer satisfaction. I have successfully created and maintained a user-focused knowledge base, which has improved onboarding processes and reduced recurring issues. My previous experiences, including developing an asset management solution for HSBC Bank, have further honed my technical troubleshooting and communication skills, allowing me to adapt quickly to new systems and procedures.

As I seek new opportunities, I am eager to bring my strong analytical skills and collaborative spirit to a dynamic environment where I can continue to grow and contribute to team success.

Experience

Work history, roles, and key accomplishments

Current

IT Team Lead & Systems Administrator

Current

Revelstoke Mountain Resort

Sep 2021 - Present (3 years 10 months)

Led a support team of 3, managing daily ticket flow and ensuring timely first-line and escalated technical support across chat, phone, and email. Acted as first and second-line technical support for users and systems, resolving POS, network, and user access issues while documenting incidents and resolutions.

ServiceNow Freshdesk Asana Technical Troubleshooting Network Infrastructure SLA Management Customer Satisfaction Cross Functional Collaboration

IT Systems Administrator and Systems Developer

Aggora Technical (Bunzl PLC)

Dec 2017 - Present (7 years 7 months)

Provided 2nd-line technical support to internal users, resolving complex technical issues and escalating when needed. Led the development of an asset management solution for HSBC Bank, collaborating with clients across 19 countries.

Technical Support Asset Management System Adaptation Corporate Environment Troubleshooting

OneStopOrderProcessing Support Technician

Mole End LTD

Apr 2014 - Present (11 years 3 months)

Provided technical support for eCommerce clients, helping troubleshoot software issues and ensure platform reliability. Developed a customer knowledge base and hosted live remote training sessions, reducing repetitive queries.

Technical Support Ecommerce Technical Troubleshooting Knowledge Base Customer Service

Owner of MuscleFeedshop

MuscleFeedShop

Jan 2012 - Present (13 years 6 months)

Founded and managed a profitable eCommerce business with a 99% customer satisfaction rate. Built and executed marketing strategies, handled customer communications, and oversaw logistics.

Ecommerce Business Management Marketing Strategies Customer Communications Logistics Customer Engagement entrepreneurship

Education

Degrees, certifications, and relevant coursework

Exeter College

Level 3 BTEC IT & Telecoms Professionals, IT & Telecoms Professionals

Grade: Distinction

Achieved a Distinction in IT and Telecoms, demonstrating strong foundational knowledge in the field. Completed coursework and practical applications relevant to IT and telecommunications.

Solihull Sixth Form

Level 3 BTEC Business, Business

Grade: Distinction

Earned a Distinction in Business studies, developing a solid understanding of business principles and practices. Gained insights into various aspects of business operations and management.