Jerrold Godofsky

• Managed IT infrastructure and solutions for assigned companies
• Provided phone, email, and on-site support for remote clients.
• Performed on boarding of new clients
• Managed projects such as infrastructure upgrades as well as email migration
• Coordinated vendors for hardware repair and installations
• Provided after-hour and weekend support as needed
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.

• Researched, troubleshot and resolved complex problems independently.
• Defined and documented technical best practices.
• Participated in managing a large-scale project for a major client.
• Helped identify gaps in RMM system.

Imaging, setup, and deployment of replacement of Windows XP workstations with Windows 7.  Work consisted of

• Imaging new or replacement hardware.
• Upgrading system memory and BIOS on replacement workstations.
• Updating Active Directory and asset management systems
• Migrating user profiles to new hardware
• Configuring printers, peripherals, and other software.
• Coordinating with end user

• Served as escalation point to Network Operations Center. Answered queue calls as needed.
• On-call 24x7
  
• Provided sales engineering support for existing and potential clients.
  
• Managed and maintained network infrastructure consisting of Cisco and Extreme Networks routers and switches as well as Dell Sonicwall firewalls.
• Performed after-hours systems and network maintenance
  
• Managed and maintained server infrastructure for hosted email, web (IIS and Linux), DNS, and SQL services.
• Managed and maintained Labtech as the solution for IT managed services. Also provided reporting and metrics for managed service clients.
• Implemented and supported Hosted Exchange service through Intermedia and in-house multi-tenant Exchange environment as well as associated AV/spam filtering services through Symantec.
  
• Acted as primary account technician for several high-profile customers.
• Provided service ticket management and review in Connectwise customer database.
  

• Hired to start Customer Service Department for start-up telecommunications company.
• Performed initial hiring and team-building of the Customer Service Department
  
• Collaborated with heads of other departments to refine interdepartmental strategies.
• Managed the development of Trouble Ticket and Asset Management systems.
  
• Identified departmental systems needs, and worked with appropriate vendors.
• Monitored daily Trouble Ticket reports to insure customer SLA's were being met.
• Instituted technical training requirements for employees.
• Responsible for NOC project management as well as defining standard reporting and metrics.
  

• Functioned as third level escalation for customer technical issues for a national Tier I Internet Service Provider.
  
• Provided direct communication to clients such as "Reasons for Outage" and scheduled maintenance activities
  
• Managed a staff of sixty people including five directly reporting managers.
• Established customer-focused objectives such as improvement of mean-time-to-repair, reducing call queue times, and increased customer satisfaction scores through continuous improvement strategies.
• Identified team developmental objects through team-building exercises and technician training.
• Responsible for hiring, promotions, commendations, disciplinary actions, and training of technicians.