Zachary Zawadski

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Updated reports, managed accounts, and generated reports for company database.
• Created, maintained and updated filing systems for paper and electronic documents.
• Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.

• Cooperate directly with multiple teams to resolve and escalate high priority incidents in addition to fulfilling service requests.

• Led a team of IT professionals, providing guidance, mentorship, and support to ensure team cohesion and productivity.

• Proficient in leveraging SharePoint and Power Automate to streamline workflows and enhance collaboration within organizational frameworks.

• Oversaw multiple IT projects from initiation to completion, ensuring adherence to timelines, budgets, and quality standards

• Operated within a team resolving escalated issues with a high sense of urgency, exceeding ticket SLA standards and strategic KPI standards

• Assisted in the development of Sun Country’s ServiceNow ticketing system instance helping design ticket workflow and implementing key features of ServiceNow.

• Proficient in Cisco Meraki networking solutions, including configuration, deployment, and management. Experienced in utilizing Cisco Meraki dashboard for network monitoring, troubleshooting, and optimization.

• Experienced in managing iOS, Android, and other mobile platforms using MDM platforms such as Jamf, Microsoft Intune, VMware Workspace ONE, MobileIron

• Provided Level II/III technical support to end-users across the organization, resolving escalated hardware, software, and network issues in a timely and professional manner.

• Assisted in the deployment and configuration of Enterprise images using the Preboot Execution Environment (PXE).

• Created and maintained PowerShell scripts for automating routine tasks, such as user provisioning, software deployment, and system maintenance.

• Administered user accounts, group policies, and security permissions in Microsoft Active Directory, ensuring adherence to organizational policies and compliance requirements.

• Operated a pilot program between Samsung, Apple, and Geek Squad for facilitating mobile device repair from Best Buy’s flagship store in Richfield Minnesota.

• Diagnosed and repaired hardware and software issues with client equipment including PC, Mac, iPhone, and Samsung Galaxy devices.

• Managed inventory for Samsung and Apple specific repair parts while consistently meeting or exceeding strategic Key Performance Indicator (KPI) standards.

• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to customers and team members.