Keith Kiedrowski

Experience

• 

  Clubsystems group

  Jan 1998 - Jan 2000

  Hardware Support Technician
• 

  Admar Supply

  Jan 2000 - Jan 2004

  Systems Administrator
• 

  LunchByte Systems, Inc.

  Sept 2004 - Mar 2012

  Customer Service Supervisor, Internal IT Support & Technical Trainer

  Technical Scope: Windows Server 2003, 2008, and 2008 R2; SonicWALL; Windows XP, 7; VMware Fusion, MAC Server OSX 10.6; Windows 2003, 2008, and Novell SUSE Linux 11Led customer service delivery processes including training, development, and goals to evaluate performance and improvements of customer service agents. Approved expenses, submitted payroll information, and managed daily operations for customer support. Liaised with other departments. Supported 50 local and remote desktop machines. Optimized effectiveness of Point of Service (POS) program with on-site and online user training, school district installations, troubleshooting technical issues, and developing improvements based on user recommendationsKey Achievements:◆ Managed processes and training for POS online payment system and personnel and coordinated beta testing for SQL-based version of POS.◆ Enhanced network security through design and deployment of subnet creation project.◆ Developed and implemented virtual network, QA, and development systems, implemented remote user access through terminal services, and configured SonicWALL content filter. Show less

• 

  Innovative Solutions

  Apr 2012 - May 2014

  Systems Engineer | Team Lead | Service Desk Manager

  Technical Scope: Windows Server 2008, 2008 R2, 2012, 2012 R2, Microsoft Exchange 2007 & 2010, Exchange Online, Cisco routers and firewalls, VMware ESXi 5.0, 5.5, 6.0Guided a team of eight System Administrators and Network Technicians in the design, configuration, and deployment of system hardware, software, and networks to support client technical needs and system security and to ensure compliance with client service level agreements (SLAs). Proactively interacted with clients to identify potential issues or recommend solutions, investigate SLA failures for diagnosis and issue resolution, and generate weekly and monthly customer reports. Led efforts to maintain client infrastructures and functioning production environments. Scheduled teams and resources for installation and configuration of technical equipment. Key Achievements:◆ Performed troubleshooting and resolution of production and test environment issues.◆ Investigated and recommended system upgrades and enhancements.◆ Established Service Desk function and identified assessment metrics. Utilized customer reporting information generated through Service Desk records to demonstrate its value. ◆ Liaised, on behalf of management and sales, to retain clients and ensure satisfaction. Show less

• 

  IK Systems, Inc

  May 2014 - May 2018

  Technical Scope: Windows Servers 2008, 2008 R2, 2012, 2012 R2, Microsoft Exchange 2013, Exchange Online, Cisco routers and firewalls, Nexsan Storage Systems, VMware ESXi 5.0, 5.5, 6.0Manage internal network infrastructure to ensure delivery of optimal services to clients. Lead a team of technicians in completing installation and support projects, including provision of product and installation training, review of team adherence to best practices, and allocation of resources for scheduled tasks. Explore system upgrade options and technical service issues to identify improvement recommendations. Responsible for exploring new technologies that meant business goals objectives and presenting business case to Chief Operating Office and Owner. Function as the company technical and training lead.Key Achievements:◆ Improve client relationships by ensuring SLA compliance and promptly investigating complaints regarding quality, tolerances, specifications, and product/support delivery.◆ Troubleshoot customer issues and deliver technical support for video surveillance and electronic access control systems and goal-impacting network issues.◆ Established best practice standards and provide ongoing coaching to staff members to encourage achievement of personal and corporate production and performance goals. Show less Technical Scope: Windows Servers 2008, 2008 R2, 2012, 2012 R2, Microsoft Exchange 2013, Exchange Online, Cisco routers and firewalls, Nexsan Storage Systems, VMware ESXi 5.0, 5.5, 6.0Manage internal network infrastructure to ensure delivery of optimal services to clients. Lead a team of 13 technicians in completing installation and support projects, including provision of product and installation training, review of team adherence to best practices, and allocation of resources for scheduled tasks. Explore system upgrade options and technical service issues to identify improvement recommendations. Lead warehouse, shipping and receiving personnel and operations.Key Achievements:◆ Generated revenue increase of more than 100% during first six months.◆ Improve client relationships by ensuring SLA compliance and promptly investigating complaints regarding quality, tolerances, specifications, and product/support delivery.◆ Troubleshoot customer issues and deliver technical support for video surveillance and electronic access control systems and goal-impacting network issues.◆ Initiated processes for tracking response times and other performance measures.◆ Established best practice standards and provide ongoing coaching to staff members to encourage achievement of personal and corporate production and performance goals. Show less Technical Scope: Windows Servers 2008, 2008 R2, 2012, 2012 R2, Microsoft Exchange 2013, Exchange Online, Cisco routers and firewalls, Nexsan Storage Systems, VMware ESXi 5.0, 5.5, 6.0Manage internal network infrastructure to ensure delivery of optimal services to clients. Lead a team of 13 technicians in completing installation and support projects, including provision of product and installation training, review of team adherence to best practices, and allocation of resources for scheduled tasks. Explore system upgrade options and technical service issues to identify improvement recommendations. Lead warehouse, shipping and receiving personnel and operations.Key Achievements:◆ Generated revenue increase of more than 100% during first six months.◆ Improve client relationships by ensuring SLA compliance and promptly investigating complaints regarding quality, tolerances, specifications, and product/support delivery.◆ Troubleshoot customer issues and deliver technical support for video surveillance and electronic access control systems and goal-impacting network issues.◆ Initiated processes for tracking response times and other performance measures.◆ Established best practice standards and provide ongoing coaching to staff members to encourage achievement of personal and corporate production and performance goals. Show less

  • Director of Engineering Services

    Mar 2017 - May 2018

  • Director of Support Services

    Sept 2016 - Mar 2017

  • Technical Service & Support Manager

    May 2014 - Aug 2016