Project Manager Help Desk

DANIEL ZIKO

** * ****** *********, ** ***** U.S. Citizen

Phone: 708-***-**** email: **********@*******.*** High-performing and experienced leader with more than 20 years of progressively broader experience managing information technology (IT) programs. Proven ability to oversee complex IT operations valued at over $2.8M, while leading highly technical teams supporting up to 2.5K users. Entrusted with overseeing the information security, infrastructure, and project management functions, reducing system downtime, and saving up to $1.5M in operating costs. Now poised to apply vast experience and skills as Associate Chief Information Officer for Infrastructure Services to help the Railroad Retirement Board (RRB) meet and exceed its organizational goals.

~ Selected Areas of Expertise ~

Program & Contract Management – IT Infrastructure Support – Leadership & Customer Service Hardware & Software Configuration – Service Level Agreement (SLA) Management Help Desk Oversight – Written, Verbal, & Interpersonal Skills Project & Change Management – O365 Global Administration PROFESSIONAL EXPERIENCE

01/2023–Present, INFOSEC Project Manager, Account management, Audit responder, Railroad Retirement Board, Chicago, IL, Hours/Week: 45; Supervisor: Andrea Harris, Telephone: 312-***-**** OK to Contact

10/2019–01/2023, Help Desk Manager, Project Manager, Railroad Retirement Board, Chicago, IL, Hours/Week: 60; Supervisor: Dev Arole, Telephone: 202-***-****; OK to Contact IT LEADERSHIP & INFRASTRUCTURE SERVICES: Lead a team of up to 11 personnel, providing IT support to 850 users across 54 offices and 23 teams. Serve as Technical Lead, managing 10 personnel at two remount locations, Navy Medicine Readiness and Training Command and Air Force School of Aerospace Medicine. Direct helpdesk ticketing system and SLA management. Develop and maintain IT documentation supporting users, administrators, and senior staff. Manage computer mainframe support for RRB management information systems. Resolve IT-related issues by working with invested departments and reporting progress and solutions to senior management. Research, propose and implement IT infrastructure enhancements to improve system efficiency and reliability. PROGRAM & PERSONNEL MANAGEMENT: Serve as technical lead and project manager for three IT infrastructure contracts valued at $1.2M. Direct actions to meet all project milestones and budget limitations. Craft proposals for new client initiatives as well as serve as a technical lead for two remount location personnel. Manage program resources and suggest best IT practices. Lead organizational change management efforts through focus groups and webinars, maximizing production while increasing worker satisfaction. Oversee full range of personnel management functions for all local employees, providing Level 3 human resources support, including direct hire for support staff, on/offboarding, scheduling, training, and health coverage.

Selected Accomplishments & Key Results:

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Aggressively managed SLA for 850 users, exceeding stated agreement to close 85% of tickets within 48 hours of being opened. As a result, SLA rate went from 43% to 92% in just nine months.

Oversaw efforts to reduce time to image hundreds of laptops from three days down to one. As a result, reduction in image processing time saved 16 hours and $480 per laptop over a 12-month period.

Championed the manual intervention of PC and laptop vulnerabilities, reducing opportunities for hackers to gain illegal access to IT systems. As a result, efforts reduced system vulnerabilities from 18 to 8 per system—the lowest rate ever recorded.

Spearheaded twice-weekly training of nine helpdesk staff, including one-on-one training as requested, refining resolution processes to reduce down-time. As a result, 65% of user issues were fixed on the first call, resolution time decreased by 58% and SLA increased to 92%.

Directed Office 365 migration support for 15 users across five departments, including developer support during operational testing. As a result, 100% of essential applications were software compatible with zero downtime reported.

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01/2008–09/2019, IT Administrator/Help Desk, Change, and Project Manager, BPO Elks, Chicago, IL, Salary: $95,000 USD Per Year, Hours/Week: 50; Supervisor: Alan G. Hussar, Telephone: 773-***-****; OK to Contact: Contact me first IT ADMINISTRATION Managed 13+ contract personnel. Developed and administered a

$1.6M budget, overseeing nine vender contracts. Directed IT programs by managing planned upgrades, network administration, data communication, computer operations, systems assurance, desktop configuration, security, storage, and data management. Technical advisor to senior management on new IT projects, services, and upgrades. Led a disaster recovery plan, with two data centers failover. Developed IT policies, standards, and strategies based on the Information Technology Infrastructure Library (ITIL).

INFRASTRUCTURE MANAGEMENT: Architected and managed data center build-out including wiring specifications, server room, and network closet rack equipment, replacing COR HP ProCurve switch and backup COR/10 GIG Fiber at the Chicago campus, UPS, and HVAC systems. Oversaw migration from physical server infrastructure to VMware and SAN environment. Converted PBX to new VoIP voice solution. Led the Ubiquiti wireless install for the campus, migrating from physical server infrastructure to VMware and SAN environment. PROJECT MANAGEMENT & IT TRAINING: Supervised project management process and set priorities, improving productivity, cost-effectiveness, timeliness, and quality. Oversaw interagency process improvements and developed new software to enhance lodge management, assets, accounts receivable, and donations for 2.2K lodges nationwide. Developed ongoing plans for application development and testing, network and database upgrades, disaster recovery, and DANIEL ZIKO

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budgeting. Defended plan to oversight board to upgrade servers onsite and move data to the cloud, saving maintenance and replacement costs. Oversaw training for administrators, users and IT staff on new operating systems and software.

COMMUNICATION & PERSONNEL MANAGEMENT: Created clear and concise IT documentation for technical and non-technical users. Provided regular “how-to” webinars and presented at regional conferences and national conventions on IT-related topics. Represented the company in securing policy and procedure agreements with members of other agencies, strengthening business relationships. Provided senior officials with critical updates and a simplified root cause of a complex Citrix server outage. Oversaw all personnel functions from hiring to termination. Directed recommendations for improvement areas and took corrective action on personnel matters. Managed employee performance and identified training needs. Selected Accomplishments & Key Results:

Oversaw implementation of Azure, Microsoft's public cloud computing platform, providing a range of cloud services, analytics, storage, and networking for 2.5K users nationwide. As a result, system downtime due to damaged hardware and system outages went from 22% to 4% in the first 12 months of operation.

Directed the flawless installation of VMWare, providing virtual servers in the cloud for 2.6K organizational users. As a result, hardware issues were reduced by 18% and the application eliminated the need to replace hardware for five years, saving $150K in server replacement costs annually.

Crafted a helpdesk ticketing system that collected, organized, and tracked all customer support queries from various sources into one location, streamlining the ability to process and organize information, simplify customer service, and prevent lost or unanswered requests. As a result, helpdesk requests went from 65 emails a week to 125 tickets a week, enabling staff to effectively manage requests, create metrics, and streamline operations.

Orchestrated departmental reorganizational efforts, reducing six departments into three. As a result, streamlined staffing from six to four personnel, reduced problem resolution time, and saved the company $180K annually.

Presented 24 training webinars per year on how to use Chicago Lodge Management System as well as other IT topics. As a result, more than 7K attendees, plus 3K members at BPO Elk conventions, were able to effectively manage lodge operations.

Planned, gained support for, and led process-change initiatives across the entire organization by migrating servers to the cloud, combining departments, streamlining staff, and reducing physical hardware from 32 to 3 servers. As a result, saved the company

$1.5M over three years.

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Education:

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Bachelor’s Degree, Computer Science, Capella University, 2021 Bachelor’s Degree, Computer Science, DePaul University, Chicago, IL, 1992 Selected Professional Training & Certifications:

Cisco Certified Network Associate (CCNA), 2008

Information Technology Infrastructure Library (ITIL), AXELOS, 2007 Earlier Relevant Experience:

10/2006–01/2008, Team manager, Change and Project Manager, Blue Cross and Blue Shield, Chicago, IL. Assisted in the development of IT service policies and procedures for applicable internal control. Coordinated application deployment with developers and affected departments. Installed and upgraded 238 workstations with the latest operating system. Resolved hardware and software issues for users within the enterprise. Conducted in-house and client-site training and created user documentation for new applications. Crafted documentation and validated project scope from business case through project requirement. 01/2001–03/2006, Change and Project Manager, Allstate, Northbrook, IL. Reviewed security requirements for application deployments, including system upgrade, implementation, and integration. Developed project management processes and set priorities, improving productivity, cost-effectiveness, timeliness, and quality. Maintained the IT change control schedules for all applications, infrastructure, and business launches. Oversaw the migration of software projects through the development life cycle. Conducted in-house and client-site training on all new application supported within the enterprise.

Selected Honors & Awards:

Work Excellence Award, BPO Elks for combining departments, saving the company $187K and streamlining workload.

Recognition, BPO Elks, for mentoring and training of staff. Recognition, BPO Elks for moving data to the cloud and saving the company $1.8M. Skills/Equipment/Systems Proficiency:

Networking Cisco

Server 2008, 2012 R2, 2016

Active Directory (AD) Management

O365 Global Administrator

Group Policy

Print Server Management

VMWare

Citrix

Patch Management

System Center Configuration Manager (SCCM)

Zen Mainframe

Image Creation

PEN Testing

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