Raymond Kowalski III
Boca Raton,FL
Summary
Dedicated IT manager with 20+ years of IT experience including 15 years managing IT systems in challenging IT environments. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication, and collaboration.
Overview
20
20
years of professional experience
Work History
Helpdesk Manager
The Computer GuyZ
10.2023 - 09.2024
- Recruited, trained and supported help desk technicians and representatives.
- Managed Office 365 ecosystem for multiple clients, including Exchange Online, OneDrive for Business, and Office 365 user software, ensuring seamless operations and support across diverse environments
- Provided basic end-user troubleshooting and desktop support.
- Scheduled staff and delivered training materials and information.
- Contribute to improving customer support by actively responding to queries and handling escalations and complaints by serving as a wide-ranging subject matter expert.
- Ensure that employees' and customers' queries are resolved on time and to high user satisfaction.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution to provide positive user experience.
IT Manager
KSM Electronics Inc.
10.2007 - 08.2023
- Oversaw IT department operations and training.
- Maintained Active Directory infrastructure across multiple locations, overseeing user accounts, groups, sites, links, Group Policy, and permissions to ensure secure and efficient access management.
- Managed acquisition and deployment of IT systems including maintenance and upgrades for network, firewalls, VPN, telecommunications, servers, storage, PCs, software, peripherals, etc.)
- Managed server infrastructure in data centers, including VMware and Azure environments. Responsible for setup, configuration, and ongoing operations to meet organizational requirements
- Interacted and negotiated with vendors, outsourced subject matter experts, and contractors to secure products and services.
- Led implementation to and managed cloud-based ERP system resulting in a 50% increase in data gathering and accuracy
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
- Developed IT strategy to move entire corporation to hybrid infrastructure for Virtual Desktops and Servers reducing hardware replacement costs by over 25%
- Developed business case justifications and cost/benefits analysis for IT spending and initiatives within Corporate budget
- Developed, maintained, and updated all IT policies and procedures including, security and disaster recovery
- Implemented IT Help desk to help monitor and support end-user environment reducing response time by a minimum of 4 hours, up to 2 business days.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Managed computer operation scheduling, backup, storage, and retrieval functions.
- Attended meetings to deliver status reports to key stakeholders.
Education
Bachelor of Science - Computer And Information Systems Security
ITT Technical Institute
Fort Lauderdale, FLSkills
Core Skills
- Strong interpersonal & communication skills
- Adaptability
- Strategic thinking and planning
- Attention to detail
- Executive Support
- Organizational Skills
- Vendor Management and Negotiation
- Service Desk Team Management
- Staff hiring
- Interpersonal Communication
- Teamwork and Collaboration
Technical Skills
- Office 365
- Backup and Data Recovery Infrastructure: Veeam & Symantec Backup Exec
- Cloud & Hybrid Infrastructure
- IOS
- VMWare
- Network Infrastructure
- Network Administration and Security
- Windows Server Administration
- Active Directory
- Microsoft Azure
- Telecommunications
- ERP (Implement & Manage)
Timeline
Helpdesk Manager
The Computer GuyZ
10.2023 - 09.2024
IT Manager
KSM Electronics Inc.
10.2007 - 08.2023
Bachelor of Science - Computer And Information Systems Security
ITT Technical Institute
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