Barbara A. Fedchak
Eden,NY
Summary
Experienced Information Technology Manager well-versed in infrastructure, security planning and daily operations management. Forward-thinking and strategic leader with 23 years of experience in educational Information Technology. Organized and dependable who is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
37
37
years of professional experience
Work History
MCDSS, Mandatory Maintenance-Service Desk Support
WNYRIC Erie 1 BOCES
355 Harlem Rd, West Seneca, NY
08.2021 - Current
- Manage hardware maintenance bids
- Track the addition and removal of servers covered under mandatory maintenance for 96 school districts
- Manage the yearly process of renewing Purchase Orders for server maintenance
- Address user customer service concerns and decided when to escalate problems to specialist team members.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Respond to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engage in user support interactions via telephone, chat and email platforms.
- Attend team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Respond to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Use Access Databases to create and update tracking documents and Participation Reports.
- Respond to customer inquiries and provided technical assistance over phone and in person.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Create user accounts and assigned permissions.
- Monitor system performance to identify potential issues.
- Assisted in development of system security protocols.
- Respond to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
MCDSS, Content Filtering
WNYRIC, Erie 1 BOCES
355 Harlem Rd, West Seneca NY 14224
08.2010 - 08.2021
- Supported 90 + school districts of Western New York in customizing, monitoring and limiting internet access to only appropriate websites as deemed by each district in order to comply with CIPA requirements
- Created reports of Internet activity at district request
- Interpreted reports of Internet activity at district request
- Ensured backups of hardware configurations are completed
- Supported and assisted during occurrences of vendor supplied equipment or software failure
- Assisted with large user group training sessions
- Provided one-on-one training on request
- Blocked and unblocked internet sites as the district requests
- Assisted with the content filtering implementation of mobile devices and “Bring Your Own Device” management within each district network environment
- Assisted in managing WNYRIC Network, Firewalls, and District Firewalls
- Utilized feedback from clients and colleagues to improve content quality.
Adjunct Professor
Erie Community College
North Campus
01.2020 - 05.2020
- Teach the basics of computer literacy to students having a varied range of competencies.
- Introduce collaboration through the use of cloud environments such as Office 365 and GoogleDocs.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
- Developed online teaching plan due to Covid-19.
- Supported and communicated with students through Blackboard.
- Cultivated a professional relationship with the students to encourage their best efforts in class.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Developed curriculum standards, lesson plans and syllabi.
- Used variety of learning modalities and support materials to facilitate learning process and accentuate presentations.
- Used exams, quizzes and assignments to assess student comprehension.
- Developed creative and effective teaching methods for course content to capture students attention.
- Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
- Appraised student understanding by applying course content and gauging comprehension.
- Scored exams and graded student performance fairly.
- Displayed professional demeanor and served as role model for students.
- Advised students in academic matters to improve successful course completion.
- Met with students outside of class to answer questions, explain difficult concepts and address individual concerns.
MCDSS, Business Continuity and Disaster Recovery
WNYRIC, Erie 1 BOCES
355 Harlem Road, West Seneca, NY
05.2009 - 07.2010
- Initiated and formalize a Disaster Recovery –Business Continuity Plan using Mitigator software
- Collected and clean data for the software import process
- Mapped data for efficient importing
- Initiated conversation regarding the DR-BC process to document important functions and dependencies within the organization
- Supported departments within the organization regarding the use of the DR-BC software
- Worked with the software supplier to create solutions to organization specific issues
- Maintained and supported the rapid response call system with staff information to be used in the event of a disaster
- Defined and located areas within the organization that may be susceptible to failure
- Identify critical operations so that redundancies could be created to reduce and mitigate failure of the system
- Establish Recover Point Objectives (RPO) and Recovery Time Objectives (RTO) for critical process within the organization
- Work with vendors to establish time lines and equipment specifications for replacement equipment so as to ensure RTO times after a disaster can be realistically met
- Developed, maintained and implemented plans and procedures associated with successful delivery of disaster response services.
- Built and strengthened relationships to manage effective planning and implementation of emergency response strategies.
- Maintained current understanding of local, state and federal guidelines for emergency response.
- Facilitated emergency management training for staff and conducted emergency drills.
- Improved realization of organizational objectives by effectively communicating department goals, organizational objectives and industry trends.
- Offered technical guidance and recommendations to management.
Project Manager Infrastructure and Operations
WNYRIC, BOCES
355 Harlem Road, West Seneca, NY
06.2005 - 05.2009
- Active member of the Disaster Recovery Steering Committee.
- Analyzed current systems and procedures for the purpose of proposing modifications and improvements in the area of Technology Services procedures and projects.
- Was a committee member for the planning of reconfiguration of the Server-Computer–Printer room which included the installation of a bus tract electrical system, state of the art air conditioning system, and updated UPS System.
- Established and maintained confidential records for a division of 300 employees for Co-Director
- Responsible for the processing, tracking, and follow-up on all assigned TS Infrastructure and Operation projects
- Installed, customized, and maintained custom applications used in Co-Director's office environment
- Performed evaluations of new hardware and software and provided Co-Director with written and oral recommendations
- Analyzed, customized design, and defined Infrastructure and Operations Procedures and recommended changes as appropriate to the Co-Director. Developed on-call procedure for staff on holidays as needed as per contract agreement o Developed, in association with Co-Director, processed and formed for the division text messaging assignments.
- Studied and evaluated operational methods for the purpose of adapting them to new methods in the Infrastructure and Operations area WNYRIC Standards Committee support.
- Maintained web page information related to WNYRIC Advisory Council and the WNYRIC Standards Committee membership and actions
- Maintained, under the guidance of Manager of Internal Operations, SED Chapter 793 documents on Techno;ogy Services Division Server and Website
- Prepared and maintained organizational charts that tracks over 300 employees and available positions for
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Supported and maintained the preparation, monitoring and financial year end balancing of the Technology Services financial and statistical reports
- Worked with the RIC Business Unit and the Erie 1 BOCES Finance and Administration division for investigation and follow-up on purchasing and accounting issues or irregularities
- Maintained Website content related to Technology Services division services using WTW by Schoolwires and IBMs WCCM applications
- Assisted in Technology Services division survey preparation, analysis and support
- Maintained proficiency in current and evolving technology related to assigned responsibilities
- Provided detailed project status updates to stakeholders and executive management.
- Assisted hiring, onboarding and training of new hires to fulfill business requirements
- Developed and maintained relationships with external vendors and suppliers.
Account Clerk Typist
WNYRIC, Erie 1 BOCES
355 Harlem Road, West Seneca, NY
05.2000 - 06.2005
- Operated word processing equipment and prepared typewritten materials, utilizing Lotus Notes, MS
- Copied, scanned and faxed documents using appropriate equipment.
- Recorded and forwarded information from telephone inquiries for completion by other personnel.
- Received and dated packages and letters for internal distribution.
- Prepared correspondence, memorandums and other internal messaging.
- Performed requested clerical duties as assigned by immediate supervisors.
- Worked with vendors and management to resolve issues quickly.
- Projects, MS Visio, MS Word, Excel, and Access software for division
- Assisted in preparing payroll for division
- Assisted in the compilation and maintenance of records and files pertaining to the division's customers
- Maintained divisional databases used by the division to track key school district contacts and up to 20 E- mail distribution lists
- Provided security to the division training lab
- Edited and typed user, operation, production and program manuals
- Initiated and maintained all application contact lists within the division
- Requisitioned, inventoried, and distributed divisional supplies for a division of 250 people
- Assisted in the investigation of routine problems related to requisitions, purchase orders and invoices
- Prepared budget reports and response time reports for the Co-Director of Technology Services
- Mailroom duties included: o Handled mail for the Technology Services staff of 250 o Programmed and maintained of swipe card security system to the organization's mailroom, o Ensured security to mailroom o Tracked inbound and outbound packages through the Technology Services courier service
- Shipped and tracked UPS shipments for Technology Services
- Implemented new procedures for office functions when needed.
- Additional duties included but were not limited to back-up to the divisional Principal Clerk in the event of absence
- Distributed mileage and payroll checks to division
- Recorded minutes for Standards Committee and Advisory Council meetings
- Handled sensitive and confidential personnel material, such as employee evaluations and disciplinary memorandums
Customer Service Supervisor, Department Manager
Kmartcorp
Hamburg, NY
03.1987 - 05.2000
- Responsible for the evening closing of the store, which included backup of all computer systems, security check of all perimeter doors, and activation of the store security system and securing no less than $75,000 in cash, checks and charge receipts in the store safe
- Programmed, installed and maintained the hardware for the point of sale register system and layaway computer system
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided accurate data entry, programming and maintenance of inventory control software and systems
- Programmed, installed and maintained the hardware for the point of sale register system and layaway computer systems
- Installed, programmed and maintained check verification system,
- Programmed and maintained Western Union supplied hardware and software
- Handled shipping and receiving of merchandise
- Provided daily: Price maintenance, loss prevention, front end supervision, scheduling and performing hardware maintenance record keeping and documentation.
- Responsible for training of 70 newly hired cashiers and floor staff for point of sale cash registers for a new store opening.
- Maintained as a store manager, a comprehensive knowledge of all areas of store, and stayed up to date in enforcing all policies and procedures
- Responsible for the initiation of FBI background investigation for the sale of firearms
- Boosted team performance by developing customer service training materials and conducting service training.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Prepared annual budgets with controls to prevent overages.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Programmed, installed and maintained the hardware for the point of sale register system and layaway computer system
Front-end Supervisor
Kmartcorp
Hamburg, NY
02.1986 - 03.1987
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Trained team members in successful strategies to meet operational and sales targets.
- Created employee schedules to align coverage with forecasted demands.
- Confirmed continual compliance with all applicable laws and regulations regarding store operations.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Mentored new sales associates to contribute to store's positive culture.
- Trained newly hired sales team in upselling techniques.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Education
Master of Science - Public Administration
Hilbert College
Hamburg, NY05.2018
Bachelor of Science - Computer Security/Information Assurance
Hilbert College
Hamburg, NY05.2016
Associate of Science - Information Technology Management
Hilbert College
Hamburg, NY12.2010
Maximum Impact Leadership Conference - undefined
Houghton College
2007
Mastering Microsoft Projects - undefined
SkillPath
2007
Certificate -
Assertive Communication Skills For Women
2006
Fundamentals of Successful Project Management - undefined
Erie 1 BOCES
2006
Certificate -
SkillPath Seminars
Rochester, NY2005
Skills
COMPUTER SKILLS
Proficient in:
- Google Docs
- Office 365
- Blackboard
- Office 2007
- Microsoft Office
- Microsoft Excel
- Microsoft Access
- Microsoft PowerPoint
- Microsoft Projects
- Microsoft Visio
- Microsoft Sharepoint
- Adobe Acrobat Professional 70
- Webs That Work by Schoolwires
- Lightspeed Web Content Filtering
- Iboss WebContent Filtering
- Lightspeed Relay Content Filtering
Working Knowledge:
- Fortinet Firewalls
- SANs Servers
- ISCSI Server Storage
- Voice-over Internet Protocol
- IBM, Web Content Management
- Automated Notification systems: OneCallNow
- Desktop Publishing
- Maintaining Websites
Accomplishments
- Infragard, Buffalo Chapter
- AFSCME Local 2567, Former Trustee
Timeline
MCDSS, Mandatory Maintenance-Service Desk Support
WNYRIC Erie 1 BOCES
08.2021 - Current
Adjunct Professor
Erie Community College
01.2020 - 05.2020
MCDSS, Content Filtering
WNYRIC, Erie 1 BOCES
08.2010 - 08.2021
MCDSS, Business Continuity and Disaster Recovery
WNYRIC, Erie 1 BOCES
05.2009 - 07.2010
Project Manager Infrastructure and Operations
WNYRIC, BOCES
06.2005 - 05.2009
Account Clerk Typist
WNYRIC, Erie 1 BOCES
05.2000 - 06.2005
Customer Service Supervisor, Department Manager
Kmartcorp
03.1987 - 05.2000
Front-end Supervisor
Kmartcorp
02.1986 - 03.1987
Master of Science - Public Administration
Hilbert College
Bachelor of Science - Computer Security/Information Assurance
Hilbert College
Associate of Science - Information Technology Management
Hilbert College
Maximum Impact Leadership Conference - undefined
Houghton College
Mastering Microsoft Projects - undefined
SkillPath
Certificate -
Assertive Communication Skills For Women
Fundamentals of Successful Project Management - undefined
Erie 1 BOCES
Certificate -
SkillPath Seminars