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Microsoft Office Technical Support

Denver, Colorado, United States
October 24, 2016

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Michael Rakowski

Littleton, CO ***** 617-***-****


Experienced Information Technology professional focused and driven to continuously improve IT service and support. Recognized by senior management and peers for successful completion of complex projects, triage of issues, attention to detail, technical documentation, effective communication, and training delivery. Adept at learning new technologies as well as practices and procedures.

Routers and Switches


Networking Protocols and Monitoring

Server and System Administration

Desktop Support

PC Hardware and Application Support

Technical Skills

Operating Systems

Windows 7, Windows 10, Server 2003, Server 2008, Server 2012, iOS Snow Leopard, iOS Maverick.


Active Directory, ArcServe, Autonomy LiveVault, Cisco Unity Connection, Cisco Unity Express, Cisco Unified Call Manager, Citrix, Exchange 2010, Microsoft Office Suite, Symantec NetBackup.


Batch Scripting, Dameware, LogMeIn, MXLogic, Nagios, Nconf, Netflow, PowerShell, Serena Business Manager, Sophos, SolarWinds, TCP/IP, Visual SourceSafe, VNC, Websense, Wireshark.

Professional Experience

Schnitzer Steel Industries (formerly Prolerized New England) 1999 – 2016

Everett, MA

Regional Technical Coordinator

Responsible for providing and delivering technical support to one hundred sixty end users and fourteen sites as well as carrying out defined services of the IT Department and driving process improvement.


Provided Tier 1 and Tier 2 support for Networking issues related to vlan membership, trunk membership, registration of ephones, management of directory handlers, creation of layer 3 or switched virtual interfaces, network optimization.

Provided Tier 1 and Tier 2 support for Infrastructure issues related to NTFS permissions, file shares, dhcp scopes, print queues, management of user mailboxes and creation of shared mailboxes, restoration of file & folders, service and system account creation, managed memberships of Active Directory groups and objects.

Built physical and virtual member servers that served as file and application servers.

Michael Rakowski Page 2

Built and imaged personal computers and laptops. Provided “out of warranty” hardware repair and upgrade services to workstations.

Mitigated security risks to the ingress paths using the Websense and MXLogic tools to filter domains.

Fielded and resolved requests of end users on first contact and if necessary, escalate tickets to the appropriate application teams.

Staged network and infrastructure hardware for rollouts and turn-ups.

Coached end users in the operation and support of mobile devices and tablets.

Completed the separation of the domain and network from the parent company to operate as a standalone environment by the following the playbook of consultants.

Leadership and Collaboration

Managed and mentored four member team and tasked with overseeing work schedules for effective support coverage and on-call rotation. Authored best practices and operational procedures for support team to cultivate a team with high morale.

Acted as the direct interface with business operations management staff to ensure infrastructure service levels are defined, updated, and achieved while ensuring delivery of technical solutions meets business requirements.

Partnered with consultants to ensure the successful delivery of concurrent projects under tight deadlines.

Improved the technical proficiency of support team members and end users with the launch of documentation for both technical and non-technical users.

Demonstrated an understanding of the needs of all levels of end users when selected to serve as the support resource for the annual executive offsite meeting to identify common and pervasive issues that improved and strengthened operation and profitability.

Championed the acquisition and integration through surveys, conceptualization, project plans and implementation.

Additional Work Experience

Schnitzer Steel Industries (formerly Prolerized New England) 1999 – 2005

Everett, MA

Staff Accountant

Prepared the monthly balance sheet, income statements, and monthly cash flow statements.

Assisted with monthly financial close activities including the General Ledger, inter-company account reconciliation and offset site balance confirmation, preparation and posting of journal entries.


Michigan State University

New Horizons Computer Learning Center

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