Grzegorz Otwinowski
Consett,Durham
Summary
My educational background and professional experience have equipped me with strong customer service capabilities, in-depth IT knowledge, and proven management and communication skills. I am now seeking growth opportunities within my current team, where innovation is valued, collaboration is encouraged, and staff wellbeing is a priority.
I take pride in fostering an open, approachable, and inclusive working environment that supports team development and high performance. My positive, solution-focused mindset helps drive quality service delivery and team motivation. I am passionate about IT and thrive in collaborative settings, where shared goals and mutual support lead to continuous improvement.
Ambitious and committed to professional excellence, I am enthusiastic about leading meaningful change and consistently delivering service to the highest standard.
Overview
25
25
years of professional experience
Work history
1st Line Support Team Leader
Go-Ahead
2025.01 - 2025.07
- Implemented new support protocols that enhanced team efficiency.
- Led regular meetings to ensure clear communication of objectives and updates.
- Boosted staff morale through motivational sessions.
- Delegated tasks effectively, resulting in increased productivity.
- Provided comprehensive onboarding experiences for new hires to facilitate integration.
- Collaborated with departments to optimise operations and address product changes.
- Implemented quality control measures, consistently maintaining high standards of customer care.
- Coordinated team schedules to ensure optimal coverage during peak hours.
1st line Senior Support Analyst
Go-Ahead
2024.04 - 2025.12
- Utilised advanced problem-solving skills, reducing downtime in critical situations.
- Managed complex network configurations, ensuring optimal performance.
- Responded promptly to helpdesk queries, enhancing user experience.
- Improved system efficiency by troubleshooting and resolving technical issues swiftly.
- Delivered exceptional customer service for increased client satisfaction.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
1st line IT Service Desk Analyst
Go-Ahead
2021.10 - 2024.04
- Documented service desk queries to enhance future reference.
- Handled IT service requests, improving service delivery efficiency.
- Managed software installations and updates, minimising user disruption.
- Updated knowledge base articles to facilitate rapid issue resolution.
- Provided technical support to colleagues, enhancing overall productivity.
PCV Driver
Go-North East
2014.01 - 2021.10
Export Development Sales Manager
SpectrumBrands
2014.01 - 2014.08
Eastern European Sales Manager
LINDY International
2009.01 - 2014.01
International Sales Executive
LINDY International
2007.01 - 2009.01
Health Care Assistant
Four Seasons Health Care
2005.01 - 2007.01
Network Administrator, service support
J.F.K Centre in Consett
2005.01 - 2007.01
IT Trade Representative
Krezus
, Poland
2004.04 - 2004.08
IT 2nd/3rd Line Support Engineer
C-COM
, Poland
2002.01 - 2003.01
Lab Technician, Photographer
Photo Service
, Poland
2002.01 - 2002.01
Store-keeper, Shop Assistant, Driver
Magbud-2
, Poland
2001.01 - 2002.01
Education
SC-900 - IT
QA Portal
2025.01 -
MS-900 - IT
QA Portal
2023.10 -
AZ-900 - IT
QA Portal
2022.11 - 2022.11
ITIL v4 Foundation Certificate - IT
PeopleCert
2022.06 - 2022.06
Leadership courses - Management
QA Portal
2025.06 -
Certificate of Higher Education - IT
The Faculty of IT and Econometrics
Poland 2001.10 - 2004.05
Skills
- Helpdesk management
- Staff motivation
- Cross-department collaboration
- Effective communication
- Goal setting and tracking
- ITIL frameworks knowledge
- Staff mentoring
- Microsoft 365 administration
- Active Directory
- Problem solving
- Network configuration
- Technical troubleshooting
- Intune device management
- Azure cloud platform experience
- ServiceNow platform experience
Affiliations
Passionate about IT and emerging technologies, I enjoy learning about innovative solutions and staying up to date with industry trends. I also have a strong interest in sports, particularly martial arts, which I admire for the discipline and mental focus it promotes.
Timeline
Leadership courses - Management
QA Portal
2025.06 -
SC-900 - IT
QA Portal
2025.01 -
1st Line Support Team Leader
Go-Ahead
2025.01 - 2025.07
1st line Senior Support Analyst
Go-Ahead
2024.04 - 2025.12
MS-900 - IT
QA Portal
2023.10 -
AZ-900 - IT
QA Portal
2022.11 - 2022.11
ITIL v4 Foundation Certificate - IT
PeopleCert
2022.06 - 2022.06
1st line IT Service Desk Analyst
Go-Ahead
2021.10 - 2024.04
PCV Driver
Go-North East
2014.01 - 2021.10
Export Development Sales Manager
SpectrumBrands
2014.01 - 2014.08
Eastern European Sales Manager
LINDY International
2009.01 - 2014.01
International Sales Executive
LINDY International
2007.01 - 2009.01
Health Care Assistant
Four Seasons Health Care
2005.01 - 2007.01
Network Administrator, service support
J.F.K Centre in Consett
2005.01 - 2007.01
IT Trade Representative
Krezus
2004.04 - 2004.08
Lab Technician, Photographer
Photo Service
2002.01 - 2002.01
IT 2nd/3rd Line Support Engineer
C-COM
2002.01 - 2003.01
Certificate of Higher Education - IT
The Faculty of IT and Econometrics
2001.10 - 2004.05
Store-keeper, Shop Assistant, Driver
Magbud-2
2001.01 - 2002.01