Michael. S Bokowski

• Data Center day to day Operations
• NERC/CIP Certified
• SCADA Support
• Disaster Recover/Business Continuity Planning & Execution, Security & Compliance Management
• Infrastructure Operational Policies & Procedures, and/or Technical Project Coordination.
• Fundamental understanding of Microsoft OS, Active Directory, VMware, Citrix, Networking, Routing, Firewalls, Security tools and/or scripting.

Responsibilities

· Provide timely responses to all incidents, tasks and requests assigned to meet Service Level Agreements.

· Work with internal clients, suppliers/contractors, project teams and other technical staff to identify, design and support technical solutions.

· Installation of server racks, PDUs, servers, switches, storage, appliances, RTU's etc. including racking, stacking, labeling, cabling, initial configurations, and documentation

· Maintain spare parts, cables, and equipment inventories

· Maintain organized and clean inventory, storage, and datacenter spaces

· Supervise on-site vendor support and contractors doing work in datacenter spaces

· Provide maintenance and break-fix of infrastructure technologies following the change management process.

· Participates in the technical implementation plans in support of infrastructure technologies.

· Support physical and virtual infrastructure, including all existing physical and virtual systems, installation of additional systems, patching, maintenance, upgrades, and support.

· Participates in the evaluation, selection, and testing of hardware and software products.

· Maintain regulatory compliance under NERC/CIP guidelines. NERC/CIP Certified.

· Maintain high quality security controls surrounding the critical SCADA systems.

· Perform special assignments form OSG Infrastructure Manager.

· Provide 24x7 on call support.

• Maintain call response in accordance with departmental service levels
• Provide CRM application training and troubleshooting
• Provide user administration, and Lifeguard system administration
• Administer and maintain user accounts in various systems and active directory
• Provide supervisor with daily support resolution feedback and escalation requirements
• Provide support and training for Office 365 applications
• Manage the fulfillment of PCs, PC equipment and peripherals, log all computer asset locations
• Services, repairs, or replaces computer equipment and printers needing repair
• Maintain, troubleshoot, repair and document computer systems, software and peripheral equipment located throughout the organization
• Prepare new equipment arrivals with standard software image, develops new images and image testing
• Maintain accurate inventory of hardware and service records
• Provide purchasing support for hardware and software products
• Keep up to date on latest software developments, maintain corporate software standards
• Ensure software licensing records are accurate and alerts management to licensing requirements
• Create and document I.T
• Procedures / run books within the department
• Scope and manage special projects from inception to completion
• Provide coaching and support to IT Support Specialists

• Plan and execute projects that include server, email, desktop and VOIP installations, upgrades, and migrations
• Provide exceptional support via telephone, email and in person to identify and resolve technical problems for clients with varied technical expertise
• Provide support for Microsoft operating systems, Microsoft Office products, Microsoft Office365 services and other industry specific applications
• Troubleshoot and resolve routine network issues involving firewalls, switches, routers, wireless systems, and physical connectivity
• Troubleshoot PC/Laptop devices, docks, printers, and other peripheral devices
• Configure, maintain, and troubleshoot hosted VOIP deployments
• Acknowledge, respond, update, and escalate support requests in a timely manner following pre-established processes
• Perform proactive remote and on-site maintenance as detailed in-service templates
• Create, update, and maintain documentation according to operational requirements
• Assist executive team with other duties, projects and assignments when required
• Provide after-hours coverage and support as needed, on a rotating weekly schedule

Brought on through Robert Half Staffing Agency as IT Support Specialist III

• In three months, hired as an IT Site and Project Manager as well as Virtual Machine Administrator
• Promoted to Team Lead in June 2018
• Responsibilities include managing a team of analysts responsible for maintaining and developing IT infrastructure, Operations and Helpdesk Support for a given set of sites (headquarters, plants, or distribution centers)
• Ensure IT Operations run consistently reliable and stable
• Required to have a wide understanding of technology
• Accountable for impeccable management of Sites Infrastructure, Operations and Helpdesk, Vendor management, and Budget accountability
• Manage the team and be an IT inspiring leader.

• Provide Tier II/III support for multiple companies
• Document and record ticket and time history in ConnectWise and monitor PC’s health via LabTech
• Virtual Server creation (VDI/VDA), decommission and maintaining rights to network resources (Switches/routers via Putty) Experience working with Managed Service Provider (MSP) and in a multi-client consulting environment
• Strong working understanding of IT Service Management
• VMware, VSphere, Microsoft Exchange (OWA, ActiveSync, Mobile Device Management, VPN), Citrix XenDesktop, Citrix Director, Citrix Studio, and XenApp, Microsoft Azure
• Configure IP Phone platforms (Avaya, Allworx)

• Supported a 200 person non-for-profit organization
• Responsible for account management (Active Directory), support clients, LANS, servers, workstations (desktop/laptop), routers and software systems
• Apply knowledge of Microsoft Server 2012, Server Virtualization/VMWare, firewalls, desktop support, and mobile support (IOS, Android and Windows)
• In charge of purchasing and installing all hardware and software for the organization
• Ensure PC's, servers, and backups are always functional.

• Provided professional, courteous, and responsive customer service in a call center environment
• Resolved high-tech system issues by identifying problems, root causes and proposes solutions based on knowledge of advanced technologies
• Provided the highest quality customer service while guiding and educating residential customers or small to medium size businesses through established troubleshooting procedures.

• Started as an Intern while attending college and performed data entry into the Documentum system for the Travel and Expense team
• Transferred to the Aggregate Health Care team to analyze documents
• Transferred to the Clinical Trials Contract team and reviewed/coordinated all company documents
• Promoted to Regional Help Desk IT support as a Junior Help Desk Analyst
• Promoted to a Senior Help Desk Analyst, responsible for troubleshooting and replacement of physical network components such as cables, network interface cards, switches and routers
• Assisted in administering Blackberry Enterprise; VMware5.1, Citrix Xendesktop & XenApp systems
• Configured, deployed and troubleshoot a variety of mobile device including Blackberries, iPhones, iPads and Android devices
• Performed Level I and II troubleshooting on remote connection devices and services including Citrix, Checkpoint VPN and Outlook Web Access
• Applied understanding of firm-wide escalation rules, procedures and staffing for support incidents, and escalate accordingly
• Responsible for maintaining accurate inventory/asset control for all equipment, and accessories
• Logged all support incidents, in Helpdesk tracking system on a timely manner, and use the system to track all unclosed issues
• Setup video and audio-conferencing equipment
• Exuded complex knowledge of DOS, Win 95, 98, NT, 2000, XP, Apple/MAC, Internet communications, and protocols.