Frank Stanek
Madison,WI
Summary
Adept IT Professional with a proven track record at SMPH, enhancing system performance and client satisfaction through expert troubleshooting and proactive maintenance. Skilled in cybersecurity and IT risk management, and excelling in technical support and staff training, significantly reducing downtime and resolving complex issues efficiently. Fluent in both Windows and MacOS issues, and able to triage issues quickly and effectively.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Professional
School Of Medicine & Public Health - DOM
2017.07 - Current
- Helped train users and new DOM IT personnel on policies, procedures, and best practices within DOM and SMPH.
- Reduced downtime by proactively addressing potential issues through regular system maintenance and updates.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Provided timely responses to customer questions and complaints.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Worked to establish, implement, and support the MDM system used by some 300+ Department of Medicine Apple devices, as well as helping continue enrollment.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios. Worked with users unable to make onsite appointments
Technical Engineer
GS Systems
2015.06 - 2016.06
- Designed custom solutions tailored to client-specific requirements, exceeding expectations with creative problem-solving techniques.
- Provided exceptional technical support, addressing client concerns and ensuring their needs were met.
- Handled upwards of 30 calls or emails from various customers. With issues ranging from simple resolutions to weeks-long projects.
- Improved system performance by troubleshooting and resolving complex technical issues.
- Identified and corrected system faults to minimize operational system downtime.
- Reduced production downtime by proactively identifying potential issues through rigorous testing procedures.
Customer Service Representative
Menards Home Improvement
2009.01 - 2015.09
- Handled customer inquiries and suggestions courteously and professionally.
- Took over duties of supervisors when away or unavailable. Responsible for training, de-escalation, and leading of projects.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Liberal Studies - Focus in IT & Supply Chain Mgmt
University of Wisconsin - Whitewater, WI, US
Whitewater, WI06.2015
Skills
- IT Troubleshooting
- IT Documentation
- Information Security & IT risk management
- Cybersecurity Expertise
- Troubleshooting
- System Upgrades
- Technical issue analysis
- Application support
- Needs Assessment & Quality Assurance
- Ticket management
- Technical issues analysis
- Staff education and training
Certification
Comptia A+ Certification
References
Dawne Burdick
IT Manager
dburdick@medicine.wisc.edu
Adam Koch
System Engineer IV
ajkoch@medicine.wisc.edu
Dr. Dawd Siraj
Clinical Physician & Professor
dssiraj@medicine.wisc.edu
Timeline
IT Professional
School Of Medicine & Public Health - DOM
2017.07 - Current
Technical Engineer
GS Systems
2015.06 - 2016.06
Customer Service Representative
Menards Home Improvement
2009.01 - 2015.09
Bachelor of Science - Liberal Studies - Focus in IT & Supply Chain Mgmt
University of Wisconsin - Whitewater, WI, US
Comptia A+ Certification
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