Customer Service Management

Don Dzierzawski PHONE: 201-***-****

EMAIL: ******@**.***

** ******* ******, **** ********, NJ 07034

Professional Profile

• Experienced IT professional with comprehensive business/technical skill-set, including team building and

mentoring, customer service excellence, project management/coordination, and ITIL process implementation.

• Proficient, hands on, problem-solver who balances business and technical needs with proactive, and realistic

commitments, common sense and common courtesy, while leading projects to successful and timely completion.

Core Competencies

• Project/Team Coordination • Exceptional Communication Skills • Continual Process Improvement

• Performance Measurement • Client Relationship Management • Change Management

• Asset Management • MS Office Expertise** • Vendor Contract Negotiations

Professional Experience

Hardware/Software/Network/Computer Training Consultant 2014 to present

Strengthen Our Sisters, West Milford, NJ

• Monitoring and maintaining computer systems, networks, and web site, for a non-profit women’ shelter.

• Maintenance, repair and upgrade of desktop/laptop systems, installing, configuring and administrating Microsoft

Office 2013 products, peripherals, and video.

• Computer Training of MS Office, Windows 7, QuickBooks, Dreamweaver, and Adobe Acrobat.

Data Vision Group, New York, New York 2009 to 2014

Senior Associate, NYPD – Counter Terrorism Bureau – Service Desk Support Coordinator

• Developed a support organization for a new counter terrorism initiative, providing (24x7) support of the

hardware/software/network/remote access, and custom web application for a classified, proprietary surveillance suite.

• Liaison for client and stakeholders, monitoring, documenting and triage of user issues, and system

incidents/problems, providing support, regression testing, training, and coordination throughout the SDLC of the

application suite.

• Developed and documented processes, procedures, and service level agreements, to ensure continual service

improvement of support team, with strong emphasis on communication with the user community.

• Administered an incident management process within SharePoint 2010, in the proper tracking of all support

activity.

• Designed and implemented, a change management process/database/workflow within SharePoint 2010.

• Reported on support activity, metrics, and KPIs from Microsoft-SCSM database.

• Administered SharePoint portal, building/maintaining support sites/libraries/calendars/documentation/workflows.

• Continuously monitored systems and network, alerting users/stakeholders of upcoming system changes, during

change control process, and for unplanned interruptions in service.

• Maintained all desktop hardware and software inventory, and the licensing/procurement of new

equipment/software, as the project expanded citywide, projecting/scheduling for budgetary purposes.

• Managed command center wireless network, providing temporary access to visiting staff and vendors, as needed.

• Responsible for video conferencing, and presentations, in a Cisco and Activu environment.

• Administered user training of custom application suite, during roll-out and maintenance releases.

• Active Directory administration during Adds/Deletes/Changes in personnel.

Yeshiva University, New York, New York 2004 to 2008

Manager, Computer Support Services, Information Technology Services

Don Dzierzawski PHONE: 201-***-****

EMAIL: ******@**.***

55 Nokomis Avenue, Lake Hiawatha, NJ 07034

• Directed a staff of 25+, in the day-to-day support of 2,500+ end users of a major university, covering four

campuses throughout New York City, as well as satellite offices in Israel, Florida, and Canada.

• Managed the Help/Service Desk, desktop support (PC/MAC) and technical training program, providing software,

hardware, network (LAN/WAN), mainframe, E-Mail, (Exchange and webmail), Blackberry, Blackberry Server /

TREO, video conferencing, web site administration and Peripheral support.

• Mentored staff in the proper customer service, organizational, troubleshooting, automation, and call tracking skills

required in the successful running of the Computer Support department.

• Developed and maintained a proactive and productive partnership with the University community, providing

innovative solutions to operational issues.

• Managed call tracking application Track-It, tracking all support activity, developing metrics for trend analysis, and

to justify proper staffing/growth, presenting detailed finding to senior management.

• Put into practice the network discovery and remote audit capabilities of Track-It, to maintain inventory of all

computer hardware and software.

• Project Lead in the implementation of BMC Remedy IT service management, including Service Desk, asset

management, configuration management, and change management, utilizing ITIL principles.

• Developed a proactive approach to technical training, monitoring call tracking system for beginner level and/or

repeat requests, inviting to/recommending specific courses.

KMZ Rosenman, New York, New York 2002 to 2004

IT Support Manager, Information Systems

• Managed the Help Desk (including an outsourced service handling overflow and off-hour support), desktop

support, and corporate technical training, in support of the end users for the eastern regional offices of a law firm

consisting of 1,500+ users, in a Novell/Windows 2003 environment.

• Upgraded Help Desk from a MS Access database to Track-It call tracking system, improving work order

efficiency, incident tracking and escalation.

• Developed and maintained operating level agreements, standard operating procedures, technology guidelines, and

end-user documentation.

• Accountable for leased computer inventories/budget, and PC/laptop refresh process, adhering to vendor service

level agreements.

Lowenstein Sandler PC, Roseland, New Jersey 1999 to 2002

Help Desk Supervisor/Project Coordinator

• Managed a staff of 5 technicians, supplying hardware, software, and networking support for a law firm, in

Novell/Windows 2000, Client/Lotus Notes R5 structure.

Engineered Security Systems, Inc. Towaco, New Jersey 1997 to 1999

Director, Information Systems

• Managed 24/7/365 Alarm/Central Station staff, designed, installed, and administered Windows NT 4.0 network.

Education/Skills:

• • •

MS Windows XP – 8.1 MS Office 2000 – 2013/365 ** MS Outlook 2000 – 2013 **

• • •

MS Project 2003 - 2013 MS Visio 2003 - 2013 MS Windows Server NT – 2012 R2

• • •

MS SQL 2005/2014 MS Report Builder 2.0 - 4.0 MS SharePoint 2007 - 2013

• • •

Dreamweaver 5.0 - CC MS Exchange 2003 - 2010 Lync 2010 - 2013

• • •

Adobe Acrobat 6.0 – 11.0 Numara Track-It 5.0 – 7.0 iPhone, Blackberry (Server)

• • •

Windows Mobile 5.0 - 6.0 MAC OS 10.2 through 10.5 MS Office 2004 - 2011 (MAC)

Don Dzierzawski PHONE: 201-***-****

EMAIL: ******@**.***

55 Nokomis Avenue, Lake Hiawatha, NJ 07034

** Microsoft Office User Specialist, Master Certification - Office 2000, Word 2007, Excel 2007, Outlook

2007 & 2013

ITIL Intermediate Service Strategy – Certification, 2014

ITIL Intermediate Service Operation – Certification, 2014

ITIL Foundations – Certification, 2014

Project Management Professional (PMP) certification, Project Management Institute, 2009

Canton Technical College, Accounting Degree

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