Donna Kohanowski
Woodbury,CT
Summary
Resourceful professional in network and software management, known for high productivity levels and efficient task completion. Possess specialized skills that excel in problem-solving, teamwork, and adaptability, ensuring seamless operations and optimized performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Emergency Services 9-1-1 Call Taker/Dispatch
Litchfield County 9-1-1
06.2024 - 10.2024
- 1st Responder for Emergency situations pertaining to Life, Safety and Property protection by engaging Police, Fire or Ambulance units to emergency situations using a CAD system and ProQA
Functional Training Consultant
Alvaria, Inc.
01.2022 - 10.2023
- Conduct / Create Training Classes both remotely and in person to customer base / internal staff on their exclusive Call Center software applications using SharePoint and Adobe Captivate
Customer Support Engineer
BrightPattern Inc
01.2020 - 12.2021
- Provide in-depth problem resolution/verification, including Root Cause Analysis for BrightPattern’s VOIP Contact Center application via direct contact with customers such as Randstad and Bright Solar
Senior Customer Support Engineer
Aspect Software now Alvaria
05.2013 - 12.2019
- Provide technical support, maintain knowledge of assigned customers' (such as Bank of America, Southwest Airlines) business environment, promote positive relationships between Support and Customer while managing a team of up to 20 agents for Aspects VOIP Contact Center applications maintaining an above average SLA of 87% or higher and 98% uptime
- Management, scheduling, monitoring/reporting of KPIs for sub–Engineers/Agents
Network Engineer
Broadcast Music, Inc. aka BMI
Nashville, TN
07.2009 - 05.2013
- Administrator for Enterprise platform with over 500 users/ 300 servers in Windows environment
- Maintenance/inventory, configuration, and distribution of all wireless devices including negotiation of plans/pricing/troubleshooting with the carrier
IT Administrator
InnLink
08.2008 - 04.2009
- Tracking, troubleshooting and resolution of Internal User Support issues to 100+ users
- Provide installation, support of hardware and software applications
- Project lead for Internal Network Migration
Network Manager
Accretive Commerce
11.2007 - 10.2008
- Administrator for Logging, tracking, troubleshooting/resolution of Internal IT issues to 75-100 users in warehouse facility for Restoration Hardware
- Migration team lead
- Management of approximately 40 warehouse employees including loss prevention
- Inventory Maintenance system administration/physical counts and distribution
Education
Equine Husbandry Program -
Post University
Undergraduate studies - Criminal Law
Sacred Heart University
Photography -
Naugatuck Valley Community College
Skills
- Supervisory/Team leadership
- Professional Customer Service
- Computer Expertise
- Training/ Curriculum Building
- Process Streamlining
- Team Coaching & Incentives
- Problem Resolution
Hobbies/Personal
- 2005-2014 - Independently provided Equine massage therapy services in Saratoga, Finger Lakes and Churchill Downs racetracks.
- 2007-2017- owned farm in Adolphus, KY for Abused/Neglected Horses (and whatever else the sheriff brought)
- 2005-2007- Managed Funk Morgan Horse Farm/ Bethany CT
- 2005-2012 - exclusive ESMT for Valentines Thoroughbreds in Shortsville, NY (Finger Lakes) in addition, layup assistance as well as provided dietary consultation/calculation for maximum potential and wellness.
- Farm Machine maintenance (compact tractors and equipment)
- Currently I own a small hobby farm in Woodbury with 2 of my rescued horses and cultivate small batch organic Duck and Chicken eggs.
- Goat experience.
Certification
Recently obtained Emergency State of CT Telecommunicator, Medical, Fire and Police Dispatch certifications.
Certified Equine Sports Massage Therapist- Equissage 2005
References
Exceptional References available upon request
Community Service
Member of the Woodbury Community Coalition
Coast Guard Auxiliary Member - 5 years, Stratford Flotilla
Timeline
Emergency Services 9-1-1 Call Taker/Dispatch
Litchfield County 9-1-1
06.2024 - 10.2024
Functional Training Consultant
Alvaria, Inc.
01.2022 - 10.2023
Customer Support Engineer
BrightPattern Inc
01.2020 - 12.2021
Senior Customer Support Engineer
Aspect Software now Alvaria
05.2013 - 12.2019
Network Engineer
Broadcast Music, Inc. aka BMI
07.2009 - 05.2013
IT Administrator
InnLink
08.2008 - 04.2009
Network Manager
Accretive Commerce
11.2007 - 10.2008
Equine Husbandry Program -
Post University
Undergraduate studies - Criminal Law
Sacred Heart University
Photography -
Naugatuck Valley Community College
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