Kenneth Gajewsky
Lindon,UT
Summary
Focused hands-on Operations Manager bringing 15+ years of experience in day-to-day IT operations management. Adept at working with internal customers, accounts, and external business vendors to build solid IT solutions. Ready to apply demonstrated ability to streamline processes to increase efficiency and reduce costs. Focused on promoting productivity across the business. Strong communication skills and service-oriented with a drive to create value for customers and profitability for company.
Overview
31
31
years of professional experience
Work History
IT Infrastructure Manager
Zions Bancorporation
SLC, UT
03.2024 - Current
- Enterprise Infrastructure & Lifecycle Management
- Scale & Scope: Directed a 14-person infrastructure team responsible for the end-to-end lifecycle, operational stability, and performance of over 5,500 enterprise servers across Windows, Linux, and IBM AIX operating systems.
- Provisioning & Automation: Streamlined and automated server provisioning, configuration management, and deprovisioning processes to accelerate time-to-market for critical business applications.
- Hybrid Environment Management: Oversaw complex infrastructure footprint supporting core enterprise platforms, ensuring high availability (99.99%+ uptime) and robust disaster recovery capabilities.
- Security, Compliance & Risk Management (RCSA)
- Compliance Frameworks: Led the remediation and alignment of server environments to strict DSSS (Distributed Systems Security Standard), CIS Benchmarks, and FFIEC (Federal Financial Institutions Examination Council) regulatory compliance frameworks.
- Risk & Control (RCSA): Managed the team's Risk and Control Self-Assessments (RCSA), proactively identifying operational risks and implementing robust mitigation controls to safeguard infrastructure assets.
- Vulnerability Management: Championed proactive vulnerability management utilizing CVM Tenable to scan, prioritize, and remediate OS-level vulnerabilities, significantly reducing the enterprise attack surface.
- Patching Operations: Spearheaded enterprise-wide server patching strategies and corporate policy enforcement, ensuring zero-day vulnerabilities were addressed in accordance with strict corporate SLAs.
- Operations, Automation & Incident Response
- Tooling Integration: Leveraged modern IT Service Management (ITSM) and automation tools - including ServiceNow, BMC TrueSight, PagerDuty, and Rundeck - to automate routine tasks and optimize operational workflows.
- Incident & Problem Management: Established robust on-call rotations and monitoring escalation paths, reducing Mean Time to Resolution (MTTR) for critical P1/P2 production incidents.
- Standard Change Implementation: Implemented a standardized change management framework in ServiceNow to ensure safe, audited, and compliant production deployments with minimal business disruption.
- Strategic Leadership & Financial Stewardship
- Budgetary Management: Managed the annual infrastructure operations budget, optimizing vendor spend, software licensing, and hardware assets to maximize ROI.
- Team Leadership & Mentorship: Recruited, mentored, and developed a high-performing team of systems and automation engineers, fostering a culture of continuous learning, Agile/SAFe methodologies, and cross-training.
- Stakeholder Collaboration: Partnered closely with Enterprise Information Security (EIS), Application Owners, and Project Managers to align infrastructure delivery with broader corporate initiatives and business objectives.
IT Voice Operations Manager
Zions Bancorporation
SLC, UT
11.2008 - 03.2024
- Enterprise Voice & Collaboration Modernization
- Scale & Scope: Directed a 12-person enterprise engineering and operations team responsible for the design, deployment, and 24/7 support of voice, video, and unified communications platforms serving 10,000+ users across a 7-state footprint.
- Platform Consolidation: Orchestrated the multi-phase strategic consolidation of legacy, end-of-life voice platforms, beginning the migration of users from Avaya Communication Manager and Cisco Unified Communications Manager (CUCM) to Microsoft Teams, reducing endpoint security risks and eliminating +maintenance overhead.
- VoIP & SIP Migration: Spearheaded a multi-year technology roadmap that executed branch and campus conversions from traditional TDM telephony to VoIP and SIP Trunking, delivering 25%+ carrier cost savings per site and establishing automated failover routing.
- Video Conferencing Standardization: Aligned enterprise video collaboration by replacing fragmented legacy hardware with standardized Cisco video endpoints, later facilitating integrations with modern soft-client collaboration suites and implementing Microsoft Teams Rooms as a corporate standard.
- Contact Center Operations & Engineering
- Contact Center Consolidation: Managed the technical migration and support of enterprise contact centers from legacy Nortel platforms to centralized, omni-channel Genesys IVR/ACD and Cisco UCCX platforms.
- Service Delivery Optimization: Authored system-level RACI charts to formally bridge the gap between engineering and operations; successfully transitioned low-complexity ticketing workloads to the corporate Service Desk, driving operational efficiency and freeing engineers to focus on high-impact projects.
- Governance, Compliance & Security
- Enhanced 911 Compliance (E911): Served as key technical stakeholder for the E911 Voice Services compliance initiative, implementing automated dispatchable location notifications and direct-dialing protocols to bring all enterprise telephony platforms into strict compliance with Kari’s Law and the Ray Baum Act.
- Application Risk & Governance: Managed comprehensive Security Risk Assessments and quarterly controls testing for core voice platforms, ensuring strict alignment with corporate separation of duties, change control, and Privileged Access Management (PAM) standards.
- Financial & Vendor Relationship Stewardship
- Budget Management: Managed an annual operational and capital budget of $1M+ for enterprise-wide voice systems, continuously auditing carrier contracts to optimize local/long-distance spend.
- Strategic Sourcing: Partnered closely with major telecom carriers, hardware suppliers, and system integrators (including Cisco, Avaya, and Genesys partners) to negotiate service contracts and ensure strict SLA adherence.
IT Project Manager
Teleperformance
Utah
01.2008 - 11.2008
- Client Onboarding & Expansion: Directed end-to-end IT project lifecycles for the onboarding of new enterprise clients and the strategic expansion of services within a high-volume, global contact center environment.
- Technical Implementation: Orchestrated cross-functional technical teams to design and deliver comprehensive IT environments, overseeing data network provisioning, telecommunications routing, Computer Telephony Integration (CTI), and custom reporting architectures.
- Stakeholder & Timeline Management: Partnered directly with internal business operations and external client stakeholders to define project scope, mitigate deployment risks, and guarantee the on-time execution of critical service launches.
Regional Operations Manager
Pyramid Communication Services
SLC, Utah
01.2007 - 01.2008
- Regional Scale & Leadership: Directed a distributed field operations workforce of 13 voice and data technicians across a 5-state territory, managing complex scheduling to ensure continuous 24x7 operational readiness and incident coverage.
- Service Delivery & SLA Adherence: Acted as the primary client escalation point to ensure strict SLA compliance; coordinated remote troubleshooting and on-site dispatches for Move/Add/Changes (MAC), major alarm resolution, and routine preventative maintenance.
- Vendor & Partnership Management: Cultivated Business-to-Business (B2B) partnerships and negotiated service/subcontractor agreements to seamlessly extend the company's service capabilities outside its native geographic footprint.
- Sales & Project Enablement: Collaborated closely with technical sales and project management teams to evaluate resource capacity, scope new enterprise installations, and guarantee the successful delivery of regional infrastructure deployments.
IT Manager
Sento Corporation/Echopass Corporation
Orem, Salt Lake City, Utah
01.2000 - 01.2007
- IT Leadership & Enterprise Infrastructure
- Progressive Leadership: Promoted through multiple technical and management roles, ultimately acting as the direct backup to the Director of Information Systems and assuming executive oversight for all IS operations when required.
- Multidisciplinary Team Management: Directed a cross-functional team of 7 engineers responsible for the 24/7 administration, maintenance, and security of the corporate IT ecosystem, spanning LAN/WAN (Cisco, Nortel), Windows/Linux servers, Exchange, and Citrix environments.
- Cross-Functional Delivery: Partnered with Operations, Workforce Management (WFM), Development, and Project Management to ensure seamless IT service continuity and rapid infrastructure provisioning for new client onboarding.
- Voice Communications & Contact Center Expansion
- Call Center Scaling: Spearheaded the end-to-end IT and telecommunications build-out for two new physical call center facilities, successfully deploying VoIP technology to support an additional 900+ agent seats.
- Enterprise Telephony: Owned all areas of enterprise voice services, managing PBX, IVR, ACD, and call recording platforms while driving projects to enhance call center redundancy and reliability.
- Financial Strategy: Collaborated directly with the corporate pricing committee, analyzing complex telecom usage data to ensure accurate cost modeling and margin protection when pricing services for prospective clients.
- Data Center Operations & Vendor Strategy
- High-Availability Operations: Directed 24x7x365 daily operations for a state-of-the-art, hosted VoIP data center, strictly enforcing operational controls to guarantee 99.99% service availability.
- Strategic Partnerships: Cultivated and managed relationships with tier-one network, data, and telecommunications vendors, negotiating service contracts and ensuring sustained alignment with enterprise capacity needs.
Information Systems Manager
Techserv Systems
Orem, Utah
01.1996 - 01.1999
- Ground-Up Call Center Build-Out: Directed the end-to-end design, engineering, and facility build-out of a multi-floor, 600-seat call center. Managed everything from data room layout and electrical/HVAC requirements to the deployment of Cisco core switching and redundant Nortel/Avaya VoIP solutions, successfully scaling the company's operational capacity from 10 to 600 active seats.
- Data Center Relocation & High Availability: Executed the seamless relocation of the core enterprise data center with minimal downtime. Re-engineered the environmental and network layout to utilize redundant fiber-optic pathways, achieving 99.999% (Five 9s) uptime for critical services.
- Telecom Modernization & Cost Savings: Modernized enterprise bandwidth by upgrading legacy copper to redundant fiber (OC3/OC12). Audited carrier contracts and eliminated unused bandwidth to generate $700,000 in long-term cost savings.
- Client Onboarding & Team Leadership: Supervised an IS operations team and spearheaded the critical IT deployment for a major 160-seat enterprise client, delivering point-to-point DS3 circuits and hosted services precisely on strict 'go-live' deadlines.
Education
Bachelor of Science - Statistics, Quality Control and Productivity
Brigham Young University
01-1994
Skills
- IT/IS Management & Administration
- Project Management
- Systems implementation
- System change control
- Operating System Lifecycle Management
- Cisco Unified Communications (CUCM, Unity, UCCX)
- Genesys IVR and ACD platforms
- PBX & Voice systems administration
- Voice & Data Cabling Infrastructure
- Vendor/Partner Relations
- Incident management
- SAFe (Scaled Agile Framework)
- ADO (Azure DevOps)
Timeline
IT Infrastructure Manager
Zions Bancorporation
03.2024 - Current
IT Voice Operations Manager
Zions Bancorporation
11.2008 - 03.2024
IT Project Manager
Teleperformance
01.2008 - 11.2008
Regional Operations Manager
Pyramid Communication Services
01.2007 - 01.2008
IT Manager
Sento Corporation/Echopass Corporation
01.2000 - 01.2007
Information Systems Manager
Techserv Systems
01.1996 - 01.1999
Bachelor of Science - Statistics, Quality Control and Productivity
Brigham Young University