Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
Generic

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
01.2025 - 07.2025
  • 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
04.2024 - 12.2025
  • 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
10.2021 - 04.2024
  • 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
01.2014 - 10.2021

Export Development Sales Manager

SpectrumBrands
01.2014 - 08.2014

Eastern European Sales Manager

LINDY International
01.2009 - 01.2014

International Sales Executive

LINDY International
01.2007 - 01.2009

Health Care Assistant

Four Seasons Health Care
01.2005 - 01.2007

Network Administrator, service support

J.F.K Centre in Consett
01.2005 - 01.2007

IT Trade Representative

Krezus
, Poland
04.2004 - 08.2004

IT 2nd/3rd Line Support Engineer

C-COM
, Poland
01.2002 - 01.2003

Lab Technician, Photographer

Photo Service
, Poland
01.2002 - 01.2002

Store-keeper, Shop Assistant, Driver

Magbud-2
, Poland
01.2001 - 01.2002

Education

SC-900 - IT

QA Portal
01.2025 -

MS-900 - IT

QA Portal
10.2023 -

AZ-900 - IT

QA Portal
11.2022 - 11.2022

ITIL v4 Foundation Certificate - IT

PeopleCert
06.2022 - 06.2022

Leadership courses - Management

QA Portal
06.2025 -

Certificate of Higher Education - IT

The Faculty of IT and Econometrics
Poland
10.2001 - 05.2004

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
06.2025 -

SC-900 - IT

QA Portal
01.2025 -

1st Line Support Team Leader

Go-Ahead
01.2025 - 07.2025

1st line Senior Support Analyst

Go-Ahead
04.2024 - 12.2025

MS-900 - IT

QA Portal
10.2023 -

AZ-900 - IT

QA Portal
11.2022 - 11.2022

ITIL v4 Foundation Certificate - IT

PeopleCert
06.2022 - 06.2022

1st line IT Service Desk Analyst

Go-Ahead
10.2021 - 04.2024

PCV Driver

Go-North East
01.2014 - 10.2021

Export Development Sales Manager

SpectrumBrands
01.2014 - 08.2014

Eastern European Sales Manager

LINDY International
01.2009 - 01.2014

International Sales Executive

LINDY International
01.2007 - 01.2009

Health Care Assistant

Four Seasons Health Care
01.2005 - 01.2007

Network Administrator, service support

J.F.K Centre in Consett
01.2005 - 01.2007

IT Trade Representative

Krezus
04.2004 - 08.2004

Lab Technician, Photographer

Photo Service
01.2002 - 01.2002

IT 2nd/3rd Line Support Engineer

C-COM
01.2002 - 01.2003

Certificate of Higher Education - IT

The Faculty of IT and Econometrics
10.2001 - 05.2004

Store-keeper, Shop Assistant, Driver

Magbud-2
01.2001 - 01.2002
Grzegorz Otwinowski