Agnieszka Jurowicz-Kurka

Agnieszka Jurowicz
aurowicz@gmail.com


Experience
01/2020 - to date
Premium Customer Experience Manager
AppDynamics (Cisco), Cracow
− Working as primary point of contact, driver, and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in AppDynamics
− Responsible for managing incident response and coordinating, crafting and delivering RCA documents for customers
− Maintaining quality and setting customer and account team expectations around support
− Mentoring and onboarding new team members
− Driving continuous improvement and adjusting the process to prevent further escalations

09/2018 – 01/2020
Network Transformation Analyst
Cisco Advisory EMEAR, Cracow
− Preparation and delivery of strategy and analysis workshops based on the Cisco DNA8 framework
− Gap analysis of customer maturity assessments results
− Supporting internal initiatives to improve advisory methodologies
− Cross-organizational collaboration with international account teams, service sales and customer delivery managers to advertise advisory capabilities
Key Competencies & Skills
Escalation Management
Relationship building
APM software (AppDynamics)
Network automation (Cisco NSO)
Network Management (Prime Infrastructure, Prime Network)
Software Defined Access (Cisco DNA Center)
Customer Success
Account Management
Trusted Advisor
Process Improvement
Technical Support

Education
Bachelor of Engineering
Biomedical Engineering
AGH University of Science and Technology, Krakow, grad. 2013
06/2017 – 01/2020

Services/Software Consulting Engineer
Cisco Systems, Cracow
− Work on customer's software integration, automation & orchestration projects (Cisco Network Services Orchestrator, NSO)
− Capacity to understand and connect customer use cases and plans with Cisco solutions to accelerate customer value
− Work as a bridge between customer's technical leads and virtual team of developers and testers
− Supporting Polish account teams to drive trainings and awareness sessions for customers

09/2014 – 06/2017
Network Consulting Engineer
Cisco Systems, Cracow
− Responsible for performance management, fault management and NMS product configuration/customization (FCAPS) for customers
− Work on design, implement and proactive management Cisco NMS solutions in Service Provides and Enterprise customers
− Skilled at issue management and managing customer expectations
− Preparation and delivery of knowledge transfer workshops to customers