John Balicki
Support Manager @Pricefx
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WORK HISTORY
Support Manager @Pricefx
Chicago, IL, US
Managing the team in all aspects. Recruitment and onboarding of new Support Engineers, motivation of the team, conducting individual 1 : 1’s with the team on regular basis as well as weekly stand-ups with the team• The manager is responsible for the teams performance (as well as that of the entire Customer Support unit), ensuring all team members perform as expected and for diligent resource planning such as standby duty, vacation planning etc.• The Manager manages all operational priorities during his or her shift, balancing customer priorities with our available resources, this includes downgrading tickets not qualified for their severity level and communicating that back to customers.• Assisting the Support Engineers with escalating to Solution Team and Engineering where applicable• Being the 1st point of escalation for CSM’s or Project Managers, e.g, when prioritization between more critical issues are needed• Act as incident Manager when needed (e.g, mass outages), incl. managing the process according to agreed Incident Management and Disaster Recovery processes• Assist with Ticket hand-over to next Team and Manager when Incident severity requires this.• Escalate to Director Customer Support when short team actions cannot solve a critical situation at hand
EDUCATION
Northern Illinois University
Bachelor's degree, Computer Science
ABOUT JOHN BALICKI
Results oriented IT professional with significant experience in Workload Automation Autosys Edition, Unix/Linux servers, Windows servers, Mainframe experienced, Knowledge of databases Oracle, MS-SQL and other applications. Substantial experience in developing, upgrading, and executing AE, WCC, EEM, WA Agents/Plugins, Idash, and AEiXP on a multitude of platforms. Strong project management, organizational, and communication skills necessary for success in deadline-driven environments. Acknowledged for understanding and contributing to key business initiatives and achieving corporate objectives. Continuously received accolades and acknowledgments from clients for going above and beyond. Bachelor\'s degree, Computer ScienceDatabases (Install, Configure, Administer, Troubleshoot):Oracle, MS SQL Server, MySQL, Sybase, PostgresWebservers (Install, Configure, Administer, Troubleshoot):Apache Tomcat, Microsoft IISOperating Systems (Install, Configure, Administer, Troubleshoot):Windows, Unix (Aix, Solaris), Linux (RHEL, OEL), z/OS, Linux on z/OSLanguages: SQL, JCL, Assembler, C++, Java, COBOL, Perl, Python, Unix Scripting (bash,ksh,bourne), Windows Scripting (batch files)Software Tools: SDSF, Eclipse, Workload Automation AE (Autosys). WCC, EEM, Idash, AEiXP, VMware Virtual Server, Windows Command Line, Windows Powershell, UNIX Command Line, Salesforce, Office 365, Active Directory, FTP, SFTP, Kubernetes, AWS/GCP
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