DENNIS ZOLOTOR

Cell 913-***-****

ac0fn4@r.postjobfree.com

Areas Of Expertise

Leadership: Team Lead

Trainer and Presenter

Committee/Workgroup Chair

Customer Service/Support

Workforce Planning/Recruiting

Service Desk Management

Developing/Managing Budgets

Project/Vendor Management

Work well within a team

Liaison between tech & end users

Analytical / Quantitative

Strong interpersonal skills

Producing documentation

Excellent oral/written communication

Technical Proficiencies

LAN/WAN Troubleshooting

Technical/End User Support

Technical writing

Safenet Authentication Support

Kaseya RMM

Active Directory

ConnectWise Svs Mgr/Dispatcher

BMC/Remedy/ITSM

2-factor authen token support

Cisco Network Fundamentals: CCNA Routing & Switching

A+ Operating Systems; Hardware

Veeam VMSP/VMTSP

Axcient backup systems

LabTech RMM

Palo Alto ACE

Unitrends Yellow/Green Belt

Network+ Security+

Experience:

2/2017 – Date, Consultant at Triple-I, Overland Park, KS 66202

Contracted onsite at Populous to consult with IT Manager and assist with IT projects.

Attend internal IT meetings to liaison with customer and address issues.

Tasked with completing asset inventory for entire company; utilized DameWare & Team Viewer for remote control/support.

Took lead on 150 desktop/laptop refresh project; utilized Active Directory to move PCs to OU; managed the deployment schedule and created documentation in SharePoint.

Documented the various unique software installs in OneNote and SharePoint 2016.

11/2016 – 1/2017, Systems Engineer, Accumatch Consulting/AllCovered, Lenexa, KS 66215

Contracted onsite to address tier 3 issues. Attended internal IT meetings to liaison with customer and addressed issues. Created tickets and documented issues utilizing BMC/Remedy/ITSM.

Investigated server issues/alerts utilizing Kaseya to log into servers remotely and review system logs.

Educated customer on desktop and server patching schedules; made schedule changes via Kaseya.

Recovered files upon request utilizing Axcient backup systems.

Managed Dell EMC SAN alerts/notifications.

Provided server support for Windows Server 2008, Exchange 2012.

Completed a 100 monitor upgrade project in 3 weeks, from 7-8 AM to avoid customer impact. Ensured asset inventory was updated.

Created documentation for Konica Minolta multi-purpose devices for creating watermarks/overlays.

7/2015 – 11/2016, Managed Services Help Desk Manager, Choice Solutions, LLC, Overland Park, KS

Responsible for leading, motivating, coaching/direction and overseeing the day to day management of a team of 10 Managed Services Engineers, a ticket queue coordinator, and 2 interns.

Interviewed candidates, provided feedback and hiring recommendations to partners. Grew service desk from 3 to 10 engineers. Provided feedback to partners for reviews; reviewed time sheets.

Daily management of the ConnectWise ticket queue. Provided ongoing training to engineers on process/procedure/SLA. Built ticket categories and SLA’s per ITIL.

Hosted weekly Managed Services Cadence meetings to track customer issues and manage client relationships.

Hosted customer Cadence calls/onsite meetings to ensure customer service expectations were being met and managed client relationships. Responsible for post-sales account management and SLA metrics.

Directly interfaced with customers on priority issues, created & managed change controls for network changes, planned, coordinated & project managed network replacements and upgrades.

Created, documented, and implemented policies, procedures and processes for the Managed Services Team.

Project managed the customer on-boarding process. Coordinated activities and functions of designated projects to ensure that goals and objectives specified for the project were accomplished.

Project managed technical customer projects. Responsible for timely completion of projects and service requests, and communicating project status to stakeholders. Functioned as the Subject Matter Expert (SME) for project needs. Translated needs into documentation and actionable items to deliver the required solution.

Managed both critical support and standard support escalation requests while communicating with key stakeholders during escalations.

Successfully managed multiple clients (22) and disparate initiatives on a long term basis.

Provided server support for Windows Server 2003, 2008, Exchange 2007, 2010. Reviewed VMWare with engineering team to ensure customer’s server/space needs were addressed.

Ran PCI DSS report weekly, analyzed for failures, created tickets and assigned engineers to resolve failures.

Assisted with on-site cut-over and customer onboarding by adding PCs to new domain.

Reviewed customer Unitrends backups with engineers ensuring backups were occurring and to troubleshoot.

Created and maintained documentation of SLAs, polices/procedures, etc. in OneNote and SharePoint 2016.

12/2013 – 7/2015, Senior Information Systems Specialist - Customer Contact Center - System Level Help, Federal Reserve Bank, Kansas City, MO

Provided tier-II technical/troubleshooting support in an escalated service area for LAN /WAN troubleshooting, VPNs, switches, routers, firewalls, IDS/IPS, proxy servers, within customer’s networks in support of FLA, FLC, FLD, FLW.

Took 1500 calls in 2014, far surpassing all team members. Utilized BMC/Remedy ticketing system.

Provided first level primary/critical support for FLD customers utilizing BMC Patrol, IBM Websphere MQ, and multiple internal configuration tools; managed customer incidents/outages with NOC.

Provided tier-II technical/troubleshooting support to customers for their network connectivity, related to browser configuration, credential management software, middleware installation/configuration, VPN installation/configuration; used network knowledge to isolate, analyze & resolve issues.

Conducted technical overview calls for customers; provided expertise regarding technical requirements to include installation, integration, and/or configuration of equipment.

Provided phone support to customers for Safenet Authentication Client 8.3 software installation and troubleshooting; provided token troubleshooting.

Walked customers through setting firewall inbound/outbound rules, creating static/dynamic NAT policy, setting up port mirror captures, & Wireshark packet captures on Cisco ASA, Palo Alto, Juniper.

Supported Fed ACH initial connectivity test calls for DIT and Prod environments.

Guided customers through installation of Cisco 1811 and Fortinet Fortigate 60c VPNs.

Assisted with successful migration from Cisco 1811 to Fortinet 60c VPN, totaling over 7.5k customers & 10k end points; guided customers to proper VPN type for their network application.

10/2011 – 12/2013 Information Systems Technician II, National Service Desk, Federal Reserve Bank, Kansas City, MO

Functioned as the Subject Matter Expert (SME) for project needs and the needs of the end user. Translated those needs into documentation and actionable items to deliver the required solution.

Took lead role on Service Request queue in January 2013, utilizing BMC/Remedy/ITSM, with 56 tickets already breached due to clients out over holidays. Resolved the backlog within 2 weeks. 275 new tickets worked in January with an 80% SLA (goal is 85%); Feb 208/89%; March 191/89%; April 149/87%; May 102/96%; June 146/92%.

Led team to exceed the Desktop Support Customer Satisfaction Rating. Team was rated above target of 5.5 on 6.0 scale 12 months in a row; 2013: Jan 5.8; Feb 5.9; March 5.8; April 5.7; May 5.8, Jun 5.6

Took lead role to effectively triage and manage the 2nd Level Desktop Support Queue, averaging 10-12 tickets per day, exceeding the 85% SLA 8 months in a row; August & October were at 91% SLA, November was at 90% SLA (2012).

Took lead role on Service Request Queue and managed it from over 100 tickets to less than 10 in 3 weeks (2011).

Assisted on the Windows 7 64-bit roll-out (from Windows XP), totaling over 800 PCs, to include scheduling, imaging, deploying and follow-up.

Provided desktop support to over 1000 enterprise users, providing analytical and project support, supporting Windows XP, Windows 7 (32 & 64 bit), Office 2007/2010, printers, faxes, Avaya softphone, mobile devices (BlackBerrys, iPhones, iPads). Volunteered to manage the Exception Request process.

Re-imaged laptops/desktops to a Common Operating Environment; Repaired hardware on HP laptops.

Utilized Active Directory to set up new hire accounts and to disable terminated employee accounts.

IT Contractor:

7/2011 – 10/2011 Technical Support Analyst (via RHT), SNR Denton, Kansas City, MO

WASP Barcode inventory subject matter expert. Took lead on, and completed IT asset inventory in 3 weeks, updating database from less than a hundred to thousands of pieces of hardware.

Provided onsite & remote support for implementation, installation and configuration of PCs/workstations/laptops/printers, operating systems, and applications.

4/2011 – 7/2011 Desktop Support Engineer (via Pomeroy), Perceptive Software, Shawnee, KS

Volunteered to take lead responsibility and presented IT portion of new hire orientation twice/week.

Provided onsite & remote support for implementation, installation and configuration of PCs/workstations/laptops/printers, operating systems, and applications for over 1000 users worldwide.

5/2010 – 12/2010 Desktop Support Analyst (via Balance Point), Assessment Technologies Institute, Stilwell, KS

Provided desktop support to over 500 end users nationwide. Converted to full time after 3 month contract.

Volunteered to lead Sharepoint 2007 administration – administered user access and created webpages.

Provided onsite & remote support for implementation, installation and configuration of PCs/workstations/laptops/printers, operating systems, and applications for over 500 users nationwide.

Utilized Ghost to create & maintain PC images.

6/2009 – 5/2010 Managed Services Engineer (via Balance Point), Results Technology, Lenexa, KS

Worked Tier II/ Tier III field tickets; provided analytical and project support. Supported Citrix via help desk. Utilized Bomgar for remote support. Converted to full time after 3 month contract.

Took lead role in managing 40 Business Disaster Recovery Servers (BDR) to include provisioning, installation, daily maintenance, seeding, replication; Certified Zenith BDR Expert.

Promoted to Engineer and assigned to head up a new Tier II helpdesk.

Technical Writer - Created documentation, wrote processes, policies, procedures for BDRs and help desk.

2/2008 – 1/2009 Consultant - Trinity Technology Team (T3), Trinity Consultants, Lenexa, KS

Environmental Management Information Systems (EMIS) design and implementation (ESS Essential Suite™ and opsEnvironmental™) utilizing SQL Server 2005 and 2008; ESS Certified Core Implementer.

Traveled to client sites; installed VEMS PDA & client software; trained users; supported remotely.

Chemical Facility Anti-Terrorism Standards (CFATS) Security Vulnerability Assessments consultant.

National Infrastructure Protection Plan (NIPP) trained.

Technical Writer - Created documentation, and wrote processes, policies, procedures for VEMS software.

10/2006 – 2/2008 Analyst/Technical Writer, Jack Henry & Associates, Lenexa, KS

Provided on-demand technical support for NetTeller internet banking application (Tier III Helpdesk).

Troubleshoot customer-reported issues, identified root cause, developed bug fix utilizing Agile development cycle. Created SQL Stored Procedures as part of code fix.

Created custom error reporting lookup tool in ColdFusion with a SQL Server 2008 database.

Attended Scrum and gained knowledge of the agile development methodology.

Technical Writer - Created documentation, and wrote processes, policies, procedures for NetTeller software and code changes.

8/2006 – 9/2006 Chief Compliance & Safety Officer, Flagler Productions, Lenexa, KS

Responsible for OSHA & DOT compliance, as well at IT support of PCs and Servers; Support Lotus Notes.

Responsible for facilities management - developed & wrote a Facilities Management Handbook; reviewed

vendor services and changed contracts as appropriate for cost savings; reprogrammed phones.

Marketed Stay Safe for Safer Living video series. Attended trade shows & represented company.

Project managed asset inventory project consisting of over $3 Million in audio/video equipment.

Interviewed employees and wrote job descriptions.

4/2003 – 9/2005 Juvenile Justice Project Manager, Unified Government of Wyandotte County/KC, KS

Administrative Coordinator, County Clerk's Office 6/05 - 9/05

Supervised 3 FTE providing customer service & recording of real estate documents to general public.

Project managed a variety of projects related to IT, process improvement, document imaging, and workflow management. Created documentation, and wrote processes, policies, procedures for IT processes.

Served as liaison to other departments to coordinate projects.

Created, documented, and wrote processes, policies, procedures.

Juvenile Justice Project Manager, Public Safety Business Office, 4/03 – 6/05

Served as liaison between the administrative county, advisory boards and the KS Juvenile Justice Authority.

Staff person to the Juvenile Corrections Advisory Board for the 29th Judicial District. Developed rapport with all Board members, coordinated & scheduled meetings & agendas, produced minutes. Scheduled & attended all sub-committee meetings, especially grant application review.

Developed RFP language, specifications, held public information meetings, lead the grant review

committee to select the appropriate vendor, reviewed contracts, built and reviewed budgets, worked with local, state, and federal officials, processed payroll for grantees, and prepared and submitted financial reports.

Provided analysis, tracking, and preparation of special management and organizational reports to Board.

Project managed over $3.1MM in grant money & 22 juvenile justice grant programs (prevention/ intervention & graduated sanctions), from RFP writing, to review of bids, to award notification, to outcome review/assessment. Ensured reporting deadlines were met & tracked outcomes & budgets.

Served as fiscal officer and managed sub-grantee budgets. Provided budget training to each of the sub-grantees selected to operate local juvenile justice programs, monitored sub-grantee performance and compliance with the financial guide and the program application.

Managed $165M federal JABG grant. Oversaw purchasing, travel, personnel and grant reporting.

Grant Administrator for the implementation of a Juvenile Drug Court. Administered the 3-year/ $495M grant. Served on the planning & implementation teams.

Served as Juvenile District Access Coordinator (JDAC). Developed an access database to track SecureID Tokens for access to the Juvenile Justice Information System (JJIS).

Developed & wrote written practices for JJPC position and JCAB.

Created documentation, and wrote processes, policies, procedures for JJIS system.

7/1996 – 11/2002 Environmental Administrator, Sprint, Overland Park, KS

Environmental Administrator, 7/01 – 11/02

Managed environmental permitting under SARA Title III for California

Revised and updated all Sprint PCS safety & environmental written practices

Safety Analyst, 9/00 7/01

Managed nationwide safety program for 30,000 employees

Fleet Safety: Classified & tracked accidents; administered Safe Driving program nationwide.

Created, documented, and wrote EH&S processes, policies, procedures.

Software Eng. II, 11/99 – 9/00

Provided development, production and testing support for Tivoli Problem Management (Service Desk/Expert Advisor), utilizing KML and SQL.

Technology Support Analyst I, 11/98 – 11/99

Provide technical and analytical support for Win 95, Win NT desktops, to external UMB customers via the Sprint Commercial Help Desk.

1999 International Help Desk Institute Team Excellence Award winner.

Senior Secretary, Decision Support Services, 7/96 – 11/98

Provided on-demand support for a Director, four managers and a staff of 200 employees in two locations, in a software production / support environment.

Sprint Values Excellence monthly award winner, November 1998, for support of department during my transition to help desk and my continued support & training of my replacement.

7/1995 - 7/1996 Security Investigator, Kansas City Power & Light

Managed $2MM dollars in security force contracts consisting of 3,300 hrs/week; supervised 80 officers in the field; directed security force vendors as to company needs. Implemented documentation of security force management and contract compliance. Updated Post Orders at 12 sites to increase effectiveness of security force management and implemented uniform security policy. Developed rapport and partnering relationships with security force, guard & electronics vendors. Managed and lead diverse workforce via vendor, to include planning, assigning & inspecting work at each business location, improving & controlling performance via contract administration & vendor meetings.

Managed and lead diverse workforce via vendor, to include planning, assigning & inspecting work at each post location, improving & controlling performance via contract administration & vendor meetings, selecting employees by interviewing & approving final candidates.

Created documentation, and wrote processes, policies, procedures for camera and access control systems.

3/1993 - 7/1995 Director - Security & Safety, Kingswood Manor

Developed, implemented, maintained and upgraded / changed security and safety operational and procedural policies, rules and regulations. Created Policy and Procedure manual & trained staff

Coordinated various business continuity workgroup efforts with local emergency management agencies and hospitals

Developed and integrated a comprehensive safety and security program which reduced crime, safety risks and liability exposure. Developed dept. budget & exceeded goals. Planned & organized work for security staff, staff meetings, training, set work priorities, developed monthly employee schedule, & schedule of facility inspections

Chaired safety committee - Planned, organized & scheduled meetings. Responsible for OSHA compliance. Implemented OSHA programs; Lock Out Tag Out, PPE, Hazard Communication, Ergonomics, etc.

Chaired security committee - Planned, organized & scheduled meetings. Addressed security concerns of residents & provided solutions to problems. Gave presentations to executive staff & residents

Conducted safety and physical security surveys. Implemented comprehensive employee screening / background checks

Directly managed and lead diverse workforce, to include planning & assigning, improving & controlling performance via direct supervision, selecting employees by recruiting, interviewing & hiring final candidates

Demonstrated skill in motivating & inspiring others through professionalism, dedication & quality of work, & by selling security program & standing behind officers; adapted own leadership style to a variety of situations. Led by example and educated others on security

Education: BS in Computer Information Systems, Friends University, Mission, KS.

BS in Security Management, Occupational Health & Safety Minor, University of Central Missouri, Warrensburg, MO.

National Police Institute, University of Central Missouri, Warrensburg, MO.

Special Accomplishments:

SIEM for beginners/Detect Ransomware Before It’s Too Late by by AlienVault, January 2017.

Completed Veeam VMSP/VMTSP November 2015.

Completed Unitrends Yellow Belt certification January 2016 after hours.

Completed Citrix Certified Sales Professional certification October 2015 after hours.

Completed ConnectWise Engineer/Technician, Dispatcher, and Service Manager certification August 2015 after hours.

Completed LabTech 101 certification August 2015 after hours.

Completed Palo Alto Accredited Configuration Engineer December 2015 after hours.

Completed Cisco Network Fundamentals: CCNA Routing & Switching at JCCC December 2015 after hours.

Completed Security+ training February 2013 after hours.

Received a Certificate of Achievement at FRB August 2012 in recognition of my role in the management of the 2nd Level Desktop Support Queue & maintaining a service level above the metric.

Received a Certificate of Achievement at FRB in November 2012 recognizing my hard work in support of the transition to Windows 7 & the significant progress made to date.

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