Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
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Karol Murzyn

Karol Murzyn

Krakow,Poland

Summary

I have a strong background in IT and technical support, particularly in managing complex systems and cloud platforms. My previous roles include maintaining the Genesys Cloud environment, troubleshooting technical issues, and implementing new workflows to enhance user experience. Additionally, I have experience in Active Directory administration, cloud management with Azure, and database management in SQL Server and pgAdmin. My expertise also spans IT service management with tools like ServiceNow and Jira, and I’ve gained solid skills in scripting, automation, and project coordination in fast-paced, client-focused environments.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work history

QA developer

Intrum
Kraków
06.2023 - Current
  • Platform Maintenance: Expertly maintain and continuously optimise the Genesys Cloud platform, driving sustained high performance and operational stability.
  • Issue Resolution: Diagnose and resolve complex user-reported issues by leveraging log analysis and API integrations, ensuring minimal downtime, and improved user satisfaction.
  • System Development: Proactively design and implement new rules, queues, triggers, flows, in-queue flows, and data tables, refining processes and advancing automation for optimal efficiency.
  • Quality Assurance and Documentation: Execute rigorous end-to-end testing, creating comprehensive documentation and user guides that enhance knowledge-sharing and ease of troubleshooting.
  • Strategic Stakeholder Engagement: Facilitate multinational meetings to identify solutions, align on best practices, and drive strategic improvements aligned with business goals.
  • Ticket Management & Strategy: Effectively manage and prioritise ticket flow via Jira, redirecting tasks to suitable teams, and contributing to high-level strategic planning sessions.

Service Desk Support Analyst

Shell Energy
Krakow
02.2022 - 06.2023
  • Customized Desktop Applications: Tailored desktop applications to align with user needs, enhancing overall productivity and user experience.
  • Issue Management: Recorded technical issues and solutions in logs, escalating complex cases to higher support levels to ensure efficient resolution.
  • Infrastructure Development: Implemented architectural, design, and support procedures for Active Directory (AD) products and critical IT infrastructure projects.
  • Security Management: Designed and deployed processes for service packs and security updates on Windows Server instances.
  • Azure & Active Directory Oversight: Managed Azure subscriptions, data import/export, and user accounts within Microsoft Azure Active Directory; handled user access and profile management across multiple domains.
  • Permissions & Access Control: Administered permissions and access to network resources in Active Directory, leveraging experience in multi-domain environments.
  • On-Premise AD Services: Supported Freeport's on-premise AD services, including directory, site, and service management, domain controllers, permissions, delegation, and group policies.
  • Network Services Support: Provided critical support for essential network services, including Active Directory, DNS, DHCP, and web services.

Risk and HealthCare administrator

Aon
Krakow
06.2018 - 02.2020
  • Tender Administration: Managed the tender process for corporate medical insurance across various U.S. states, ensuring compliance and thorough market analysis.
  • Client-Centric Presentations: Developed tailored presentations of market outcomes for clients, adapting content to state-specific needs and client requirements.
  • Project Management: Coordinated multiple projects simultaneously, maintaining high standards of accuracy and responsiveness.
  • Client Relations: Built strong client relationships through daily communication with U.S.-based clients, fostering trust and collaboration.
  • Process Improvement: Implemented new solutions to streamline processes, increasing efficiency and client satisfaction.
  • Training & Documentation: Created a comprehensive onboarding guide for new team members, supporting smooth transitions and knowledge-sharing.

Education

**Biology - Chemistry - Physics**

IX liceum ogólnokształcące w Krakowie Im. Zygmunta
Kraków
09.2009 - 05.2012

Skills

  • Operating Systems: Windows, Mac OS
  • Languages: HTML, Java, Python
  • Cloud & Virtualization: Azure, AWS, Hyper-V, VMware vSphere, Horizon Client, Parallels Desktop
  • Development & Version Control: GitLab
  • IT Service Management: ServiceNow, Jira, Zendesk, SNOW, Manage Engine
  • Collaboration & Documentation: Atlassian Confluence, Microsoft Office
  • Active Directory: User account management, permissions, Group Policy
  • Genesys Cloud: Genesys Cloud CX Professional & Architect Certifications
  • SQL & Database Management: SQL Server Management Studio, pgAdmin, basic SQL querying and data manipulation
  • Automation: Test automation experience
Additional Suggested Skills
  • Scripting: Bash or PowerShell for automation in testing
  • API Testing: Postman, RESTful API testing
  • CI/CD Tools: Jenkins for testing pipelines
  • QA Methodologies: Agile, QA best practices, TDD

Languages

English
Proficient (C2)
Polish
Native
German
Beginner
Spanish
Beginner

Affiliations

  • Traveling
  • Pop culture
  • Sport
  • IT

Timeline

QA developer

Intrum
06.2023 - Current

Service Desk Support Analyst

Shell Energy
02.2022 - 06.2023

Risk and HealthCare administrator

Aon
06.2018 - 02.2020

**Biology - Chemistry - Physics**

IX liceum ogólnokształcące w Krakowie Im. Zygmunta
09.2009 - 05.2012

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Karol Murzyn