Customer Service Desktop Support

Cheektowaga, New York

Email:********@*******.***

Phone: 716-***-****

Joseph T. Krol Jr.

SUMMARY

Dedicated and tenacious leader bringing over 20 years’ experience in Telecommunications Infrastructure and Construction Management and Gaming Industry Operations, with extensive field experience, including project management, estimating, contract management, accounting, shop operations, field Installations, service and support.

•Diversified background in Information Technology Management and 24/7 Gaming Operations.

•Established procedures for maintaining high standards of cabling operations, equipment installation, product quality.

•Determined and enforced, through functional groups, productivity, quality and safety requirements in accordance with real company needs, based on current regulations and state-of-the art product development.

•Evaluated and developed improved techniques for the control of installations, quality, reliability and safety.

•Developed and managed project plans / project teams and task completion in conjunction with established project timelines and budgets.

Professional Experience

IT Contractor

Self Employed 08/2021 to Present

•Perform diagnosis, break/fix repair, configuration, upgrades, and installation services for printers, Dell desktop PC's, laptops, network servers.

•Field Service Desktop Support position providing hardware and software support.

•Managed all end user support responsibilities which included: repair of desktops and laptops, both hardware and software related issues.

•Installed and repaired the Desktops and Laptops.

2019-2021 American Dream East Rutherford NJ

Infrastructure Manager

•Provide leadership, mentorship, applicable training and overall guidance for newly hired associates.

•Responsible for all cabling needed for the property

•Ensure all timely installations of Fiber Optic Cable to include copper.

•Assist and collaborate on the diagnosis and repair of electronic and mechanical issues on installed directional signage on the property

2017- 2019 Seneca Niagara Resorts & Casino Niagara Falls NY

Technical Specialist - Slot Division

•Provide leadership, mentorship, applicable training and overall guidance for newly hired technicians.

•Ensure the player tracking systems on the floor games are communicating to the game and the overall ACSC system at all times.

•Assist and collaborate on the diagnosis and repair of electronic and mechanical issues on various slot machine manufacturers and finance equipment.

•Responsible for ensuring excellent customer service with patience and attention to detail to fully satisfying customer requests.

2001 to 2016 BN Systems, Inc. Orchard Park, NY

Director of Operations

•Managed a professional and technical staff which was responsible for engineering, design, planning, technical consulting, installation and repair services.

•Led standardization efforts and instituted best practices and procedures by initiating Unified Communications strategy and solutions to leverage existing investment. Solutions included Avaya products, Microsoft Lync, Cisco and video conferencing.

•Researched, evaluated, and led the implementation for IT, Telecom, DAS, WiFi, CCTV Surveillance, access control, desktops, laptops, POS, and mobile devices.

•Slashed payroll/benefits administration costs 28% by negotiating pricing and fees, while ensuring continuation and enhancements of services resulting in over $2M in savings over a 3-year period.

•Managed project managers, technicians and installation crews for the New York State and NYC Operations areas.

•Oversaw all phases from concept to completion of multimillion-dollar projects for government and private-sector clients.

•Managed the installation of NY State Unified Court System CCTV Surveillance System for NYC and the 5 Burroughs, 300+ cameras in over 20 courthouses.

•Developed and maintained a customer service support/help desk, and 24 hour technical emergency support procedure/an call schedule.

•Directed work, appraised performance, rewarded and disciplined employees.

•Addressed complaints, resolved problems, hired and terminated employees.

•Worked in conjunction with consultants, architects and client/owner to set realistic and practical timetables and milestones.

•Negotiated with vendors, outsourcers, and contractors to secure network products and services.

•

1998–2001 Comtel, Inc. Tonawanda, NY

Lead Installation Technician

•Installed, Maintained, Serviced and programmed Toshiba, Nortel, Mitel, Comdial, Lucent, Iwatsu/Omega and Tie Telephone Systems.

•Trained new technicians in all aspects of cabling installation and PBX installation and programming.

•

1995–1997 Delaware Park Racetrack Slots Wilmington, DE

Director, Slot Operations

•Established and oversaw the successful opening of a of a Video Lottery operation at a horse track.

•Developed and Implemented Internal Control Policies and Procedures in compliance with State and federal regulations.

•Initiated the Hiring process and organized the staff structure of the operations 345 positions.

•Managed the construction process of the casino floor from start to finish within established timelines and budgets.

•Achieved 20%+ in reduced project costs through effective vendor negotiations.

•Managed staff of twelve Direct Reports.

•Trained and evaluated all Slot Operation personnel.

1992–1995 Grand Casino and Resort Gulfport, MS

Director, Slot Maintenance, Slot Services

•Managed and controlled the communications/network operations for 1800+ Slot machines, 155 Progressive Controller circuits and the overall Slot operations ISP for Grand Casino providing maintenance, hardware, engineering support/design and electronics.

•Negotiated with vendors, outsourcers, and contractors to secure network products and services.

•Trained and developed staff to conform to the policies and procedures of State Regulations, the Company, and the Slot Operations Department.

•Proactively and effectively managed day-to-day service and support requests and resolution workflow for Slot Technical operations issues.

•Developed and Initiated Excellence In Customer Service Training Course.

Education and Certifications

U.S. Service Record

•

•Bachelors in Electronic Communications Central Texas College

• Associates in Business Management City Colleges of Chicago

• BCSI Technician

• BICSI Member

1982–1987 US ARMY USA, Germany

1987–1994 NY ARMY National Guard New York

•Honorably Discharged

Proficiencies

Windows Vista/7/10, MS Office Suite (with advanced proficiency in Excel and Project), Adobe Acrobat Pro, SureCount, AutoBid, Visio, Auto CAD light.

Core Competencies

•Specification writing, training program development

•Team building, able to collaborate with others, and employee Training

•Able to work in a fast-paced, rapidly changing environment and have the ability to multi-task on a regular basis.

•Certified and proficient in numerous types of networking solutions, installation equipment, test equipment and software packages

•Certified Installation and Service in Commscope, TE, AMP, ITT, Krone, Ortronics and ADC CAT5e, CAT5E, CAT6 CAT6A cabling solutions.

•Certified in Sumitomo FutureFlex Air Blown Fiber Optic installation and service.

•Certified in Corning Fiber Optic installation and service.

•Certified in Corning and Sumitomo Fusion splicing.

•Fiber Optic-Copper Infrastructure/Wireless (Cellular and WiFi)

•Distributed Antennae Systems (DAS): Corning One, Corning Mobile Access, Commscope ION and Zinwave.

•Voice and Data Circuits: DSL, PSTN, ISDN, T1, T1-PRI, T3, T-4, SMDS, LRE and POTS

•Wireless Access: Cisco, Aruba and NetGear

•CCTV: IP & Analog cameras AXIS Communications, Pelco and Panasonic IPro.

•Access Control Systems: Honeywell, TYCO, Siemens and IDenticard.

Skill Sets 5S Methodology, PMP, TPM, System Administration, Vendor Relations

Strategic Planning, Resource Allocation, Effective Communication

Team Leadership, Business Continuity, Testing & Troubleshooting,

Prepare / Analyzed P&L and L&M Statements, OSHA 30

Personal Ability to travel

Contact this candidate