KENNETH SMAGALA
Milford,CT
Summary
Experienced IT professional with 20+ years in computer networking, system administration, and white glove C-level end-user support. Known for quickly and effectively resolving intricate hardware, software, and network issues. A motivated learner, skilled at mastering new technologies and tools. Exceptionally organized, with a track record of prioritizing resources and providing cost-effective, impactful solutions to achieve organizational objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Milford Public Schools
01.2021 - Current
- Provide responsive Tier 1 and Tier 2 technical support to faculty, staff, and students across the school district, resolving hardware, software, and network issues promptly to minimize disruptions.
- Manage and troubleshoot IT systems, including desktops, laptops, tablets, and educational software, ensuring optimal functionality in classroom and administrative environments.
- Administer user accounts, permissions, and access through Active Directory and other identity management tools.
- Basic PowerSchool Support
- Support the deployment and maintenance of educational technologies, including interactive whiteboards, learning management systems, and virtual classroom platforms.
- Conduct user training sessions to enhance staff and student proficiency with district technology tools and systems.
- Maintain detailed incident records using ITSM tools, analyzing trends to proactively address recurring issues and improve system reliability.
- Collaborate with the IT team to implement network upgrades, security patches, and infrastructure enhancements.
- Assist in managing mobile device management (MDM) and Intune App deployment to deploy, secure and monitor district-owned devices.
System Administrator & Project Lead
City of New Haven / Board of Education
05.2017 - 01.2021
- Oversaw and optimized city-wide IT infrastructure, ensuring seamless configuration, maintenance, and upgrades.
- Led diverse IT projects, defining clear roadmaps, coordinating cross-functional teams, and optimizing resource allocation for timely delivery.
- Developed remote work infrastructure and invoice entry workflow management during the pandemic, enabling uninterrupted city operations.
- Directed IT training initiatives for all departments, fostering user proficiency and system adoption.
- Mentored and developed IT staff, building a highly skilled and cohesive team.
Systems Engineer / Network Engineer / Helpdesk Specialist
FactSet Research Systems
11.2015 - 01.2021
- Delivered Tier 2/3 support, expertly resolving a wide range of hardware, software, server, and network issues for a large user base.
- Managed mobile device security protocols and executed on-site installations, deployments, and repairs, adhering to strict SLAs.
- Innovated departmental processes and best practices, driving measurable improvements in efficiency.
- Trained new hires and users, developing a comprehensive PC101 onboarding program to elevate team capabilities.
Education
Diploma - Computer Studies
Millennium Institute of Computers
New Haven, CT01.2003
Skills
- Client Relationship Management
- Incident Management
- IT Systems (Local/Cloud)
- System and Server Administration
- Technical Support and Troubleshooting
- User Training
- Process Optimization
- Project Leadership
- Azure AD and On-Prem Administration
- G Suite
- Windows OS/Server
- Data Processing
- Remote Support
- Networking Protocols (VOIP, TCP/IP, DHCP, HTTP, FTP)
Accomplishments
Optimized invoice processing at the City of New Haven by deploying a Munis Technologies ERP workflow system feature, integrating seamless digital signatures across departments, eliminating paper waste, and reducing processing time by 30% during the pandemic.
Certification
A+, Network Plus
Timeline
Help Desk Technician
Milford Public Schools
01.2021 - Current
System Administrator & Project Lead
City of New Haven / Board of Education
05.2017 - 01.2021
Systems Engineer / Network Engineer / Helpdesk Specialist
FactSet Research Systems
11.2015 - 01.2021
Diploma - Computer Studies
Millennium Institute of Computers
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