Marek M. Putylo
Burbank,IL
Summary
Certified Scrum Master and Product Owner with strong stakeholder management and customer-facing experience. Experienced IT professional skilled in leading global IT operations and major incident management across PaaS, Unix, Windows, and network environments. Proven track
record in restoring high-impact services, driving process improvements through ITIL and Six
Sigma practices, and maintaining SLA compliance through effective team leadership and cross-
functional coordination.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Managed Mobility Services Analyst
ICOMM, Inc
Greater Chicago Area
02.2021 - Current
- Mentored and coached team members on iterative troubleshooting and end-to-end process ownership, driving a 25% increase in first-contact resolution (FCR)
- Managed primary points of contact for multiple high-value clients, ensuring seamless service delivery, long-term relationship retention, and account growth
- Monitored multiple ticketing systems and dedicated client communication channels to rapidly triage and resolve Change, Incident, and Problem management requests
- Partnered with product and development teams during backlog refinement and prioritization sessions, championing user experience (UX) enhancements that improved platform satisfaction by 35%
- Oversaw post-integration validation and post-launch reviews for new client deployments, successfully maintaining a 99% system uptime threshold
- Spearheaded continuous improvement initiatives that scaled operations and supported a 35% increase in managed client devices
- Championed SCRUM-inspired daily standups to align cross-functional priorities, enhancing team accountability and focus across various client portfolios
- Authored comprehensive Standard Operating Procedures (SOPs) and technical documentation, drastically increasing ticket triage consistency and accelerating teammate onboarding speed
IT Support Manager, Service Operations
IPsoft
Greater Chicago Area
06.2017 - 12.2019
- Partnered with leadership to manage and balance staffing demands across a global IT team of over 1,000 personnel in the US, EMEA, and APAC regions
- Formed and led high-priority incident response teams, keeping technical staff and business stakeholders connected and aligned during critical events
- Managed global, "follow-the-sun" staff allocation during night shifts, coordinating specialized teams (Unix, Windows, Network, PaaS) to hit strict service level agreements (SLAs)
- Managed collaboration tools (Slack, Teams, Jabber) to streamline real-time communication and ensure professional delivery standards across global teams
- Used a foundational background in Unix/Windows administration to accurately judge technical issues and dispatch tasks to the right engineering resources
- Led service improvement initiatives that optimized how teams spent their time by increasing automation rates for system alerts
- Mentored and trained global L1/L2 support staff in technical problem-solving, maximizing talent utilization and cutting the Mean Time to Resolution (MTTR) by 18%
- Worked closely with Release and Change Management teams to ensure the right staff and resources were available for incoming deployments, following ITIL v4 frameworks
Senior Member Service Representative / Subject Matter Expert
Catamaran
Lisle, IL
09.2013 - 10.2015
- Served as a strategic liaison between Product Development and Operations, coordinating resource readiness and staffing alignment for Agile release validations and sprint execution
- Orchestrated User Acceptance Testing (UAT) resource planning and feedback loops for the software v5.0 rollout, ensuring operational stability and successful platform adoption for 700+ internal users
- Standardized operational workflows and SOPs across dual-site delivery centers (600+ agents), driving training initiatives that significantly optimized workforce efficiency and capacity
- Analyzed and delivered operational performance metrics to executive leadership, leveraging data-driven insights to optimize resource allocation and improve customer experience KPIs
Education
Bachelor of Information Technology And Management -
Illinois Institute of Technology
05-2012
Skills
- Technical Resource Management
- Agile & Scrum
- ITIL Framework
- Root Cause Analysis
- Continuous Improvement
- Customer Relationship Management
- Incident & Problem Management
- IT Ticket Management
- KPI/SLA Reporting
- MS Office
- Cross-Team Facilitation
- Managed Mobility Services
- Mobile Device Support
Languages
Polish
Native/ Bilingual
English
Full Professional
Certification
- Certified ScrumMaster (CSM)
- Certified Scrum Product Owner (CSPO)
- Microsoft Certified: Azure Fundamentals
Timeline
Managed Mobility Services Analyst
ICOMM, Inc
02.2021 - Current
IT Support Manager, Service Operations
IPsoft
06.2017 - 12.2019
Senior Member Service Representative / Subject Matter Expert
Catamaran
09.2013 - 10.2015
Bachelor of Information Technology And Management -
Illinois Institute of Technology