Project Manager Customer Service

ALEXEI DOTSENKO

**** ******* ***., ************, ** 32210

Tel: 904-***-**** / 904-***-**** Email: ******.********@*****.***

QUALIFICATION SUMMARY

Analytical and solutions-oriented Project Manager and System Administrator with expertise in diverse

range of technologies and hands-on skills in the successful completion of large-scale initiatives. Proficient

at identifying and solving networking, software, and hardware problems. Able to quickly grasp and adapt

to new concepts, technologies, and environments.

TECHNICAL EXPERTISE

Operating Systems and Environments: Windows NT, 2000, XP, Windows 7; Windows Server 2000,

2003, 2008; TCP/IP, DHCP, etc.

Software: CA DSM Unicenter, BigFix, and Tivoli Software Distribution Systems; Active Directory,

Microsoft Office Suite with emphasis on Project, Excel, Visio; Maximo, Peregrine ServiceCenter, and

Remedy ticketing systems; vbscript ; AutoCAD, Rightfax, VMWare, Avaya CentreVu Supervisor, Norton

Ghost, Vital POS credit card processing application, Standard Register and other check printing systems.

PROFESSIONAL EXPERIENCE

Merrill Lynch / Bank of America, Jacksonville, FL 2008-2014

Software Release Engineer (08/2012-01/2014)

Participated in an enterprise-wide project to upgrade hardware and software for 90,000 workstations

(from Windows XP to Windows 7). As a Deployment Coordinator, I was responsible for post-build

software distribution via CA Unicenter to 7 separate platforms on a very tight schedule. As a secondary

responsibility, managed a ticket queue during business hours.

Project Lead (01/2010 - 11/2011)

Provided extensive support with bank’s effort to transition 50,000 workstations from Merrill Lynch

network to Bank of America as a result of the merger.

- Coordinated testing and certification of ML software packages for BOA environment.

Collaborated with software developers, testers, and department heads to ensure efficient and

timely completion of software packaging process.

- Responsible for software deployment aspect of the transition, ensuring that core applications

are installed and configured on par with corporate standards.

- Compiled an enterprise-wide weekly report, identifying workstations that fell out of corporate

compliance due to hardware restrictions.

Project Manager (06/2010-12/2010)

Headed a project aimed at upgrading 1,200 servers with new hardware.

- Facilitated software deployment for the newly installed servers, decommissioned old

hardware, and ensured error-free operation of secondary failover servers.

Senior Systems Support Specialist (12/2008-04/2010)

Managed a ticket queue during the middle shift. Supported an environment that consisted of 80,000+

workstations and 2,500+ servers.

- Acted as a liaison between the 2nd level support and the client when software had to be

reinstalled and/or workstation completely rebuilt

- Top team performer with 250 tickets resolved on a monthly basis

- Provided assistance during weekly mass deployments, including running queries to ensure

software packages are staged on scalability servers

- Job responsibilities included evaluating software policies against non-compliant workstations

per local tech support’s requests and bringing them up to corporate standards

- Secondary duty was to perform after-hours disk cleanups on servers

BANK OF AMERICA, Jacksonville, FL 2002 - 2008

Senior Systems Analyst, Officer

Provided technical support to several departments with their hardware, software and network issues

utilizing Service Center ticketing system. Environment consisted of 2500 workstations, 600 LAN printers,

and 7 mainframe print servers.

- Consistently achieved 95% resolution rate with 260+ tickets closed on a monthly basis.

- Configured and maintained 100+ email distribution groups and group mailboxes.

- Maintained 70+ mainframe printers and print queues on 7 mainframe print servers.

- Provided associate training for new team members, as well as the entire Centralized Helpdesk

Department; volunteered to coach an intern.

- Set up and configured local check printing Teller Select systems, credit card processing

systems Vital Point of Sale (POS), FedEx Ship Manager workstation; interacted with 3rd party

vendors for problem escalation and required upgrades.

- Worked closely with mainframe support on a project to automate printing of FedEx shipping

labels directly from the mainframe batch when the customer was due a refund check; saved

Accounting Department on average 3 hours a day over the old method.

- Provided Active Directory support, including AD conflict resolutions, OU change requests,

password resets and account lockouts.

- Converted 6 mainframe high-speed label printers to Ethernet standard in order to allow

business units to decommission local mainframe controllers to save cost.

- Managed physical moves/adds/changes requests for business partners; took active part during

large moves including relocation of 350+ associates.

- Received 70+ spirit cards over 3 years from business partners, associates, and managers for

exceptional customer service.

UNIVERSITY OF NORTH FLORIDA, Jacksonville, FL 1996 - 1999

Computer Lab Tech, Helpdesk Tech

Provided hardware, software, and network support to the university staff, faculty, and students.

Environment consisted of 2500+ Windows 95 and Macintosh workstations, 300 local and network

printers on Novell Netware Framework.

• Provided assistance to students in Computer Labs with their homework assignments.

• Provided support during Token Ring to Ethernet-based network transition.

• Assisted students with setting up access to the university network through a free dial-up

service.

• Taught Computer Basics Class during a summer camp to middle school students from

disadvantaged families.

EDUCATION

University of North Florida, B.S. Business Administration 1995 - 1999

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