Thomas Andrychowski

Background

About Thomas Andrychowski

I’m a Supportability and Program/Project Management leader who pairs operational telemetry, customer voice, and AI-driven insights to drive product change, content strategy, and tooling that reduce incident volume (IPD), accelerate time to resolution (DTC/TTM), and raise CSAT. My approach blends rigorous data analysis (Kusto/KQL, Power BI, AI-assisted analytics), structured program delivery (OKRs, RAID, benefits tracking), and practical enablement (guided troubleshooters, self-help content, global training portfolios, AI-powered learning solutions). What I do: • Turn signals into action: normalize support data (initial vs. max severity, misroutes, backlog patterns) and apply AI models to detect patterns and predict drivers landing fix plans with Product Engineering and CSS Delivery/DPs. • Bend the curve: drive IPD deflection and TTR/DTC improvements through diagnostics, content, routing accuracy, and AI-enhanced knowledge bases so fewer cases open and those that do resolve faster. • Scale enablement: build readiness at launch and ongoing upskilling with portfolio governance, Train the Trainer, focused playbooks, and AI-assisted curriculum design. Representative outcomes: • +10% month-over-month IPD deflection on targeted drivers;+20% quarterly deflection in various workflows through content/tooling gaps closed, product influence, and AI-driven content recommendations. • ~25–30% faster closure on non-responsive scenarios via policy/process redesign, backlog pattern analysis, and fit-for-purpose playbooks leveraging AI to automate repetitive triage tasks. • ~$2.2M annual savings from standardizing live engineer language coverage (~40 → 9 standardized languages) with translation tooling and governance;~$1M projected FY savings via improved routing/deflection/tooling/content updates, including AI-based translation and routing optimization. Strengths & tools: OKRs/roadmaps • RAID/risk • MBR/QBR exec storytelling • Kusto/KQL • Power BI • driver trees & root cause • guided troubleshooters & self-help • readiness/launch • curriculum & portfolio governance • decision memos • multi-stakeholder relations • stakeholder communications • coaching & training • AI-assisted analytics • prompt engineering • AI adoption/change management. I thrive in roles where I can combine strong program management, AI-enabled decision-making, and data-driven support strategies to create outstanding customer experiences. I’m passionate about designing and delivering impactful training programs that empower teams, drive operational improvements, and help customers succeed at scale.