John S. Kowalski

ProCare Helpdesk Manager at PNJ Technology Partners
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Contact Information
us****@****om
(386) 825-5501
Location
Albany, New York, United States, US
Languages
  • Spanish Elementary proficiency

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Credentials

  • HP Replacement System Board DMI Programming
    HP
    Apr, 2018
    - Oct, 2024
  • HP Commercial Systems Service Certification
    HP
    Mar, 2018
    - Oct, 2024
  • HP PC Hardware Diagnostics
    HP
    Mar, 2018
    - Oct, 2024
  • Google Analytics
    Google
    Sep, 2016
    - Oct, 2024
  • Google Adwords Search
    Google
    Oct, 2016
    - Oct, 2024
  • Google Adwords Display
    Google
    Sep, 2016
    - Oct, 2024
  • Google Adwords Mobile
    Google
    Sep, 2016
    - Oct, 2024

Experience

  • PNJ Technology Partners
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • ProCare Helpdesk Manager
      • Feb 2022 - Present

      Responsible for overseeing the MSP Helpdesk team to ensure operational efficiency and service performance. Monitor key Helpdesk KPI's to drive improvements, and lead the development of standard procedures and policies which support growth and customer satisfaction. Encourage and coach Helpdesk staff to foster a culture of customer-focus and collaboration and act as an escalation point to ensure continued improvement to service processes.

    • Technical Support Specialist II
      • Jul 2021 - Feb 2022

      Act as an escalation point for high priority and critical tickets. Lead client projects from inception, to implementation, to close-out. Proactively monitor and manage over 4,000 client systems to ensure desired client system operations and security posture.

    • Desktop Support Specialist
      • Mar 2018 - Jul 2021

      Provide proactive IT support and management to a wide-ranging portfolio of New York businesses, both public and private. Utilize RMM tools to manage client hardware and software and ensure minimal system downtime. Regularly work with Citrix & VMWare, Exchange, Active Directory, M365 & Azure, and various RMM and EDR tools. Serve as the technical POC for numerous medium-to-large businesses.

  • CRC Cabling
    • United States
    • Telecommunications
    • 1 - 100 Employee
    • Structured Cable & IT Technician
      • Oct 2017 - Mar 2018

      Assist the company in running, routing, terminating, testing, and troubleshooting various low-voltage cabling installations at small, medium, and large businesses. Go on technical calls to troubleshoot and repair IT and network issues at client locations. Assist the company in running, routing, terminating, testing, and troubleshooting various low-voltage cabling installations at small, medium, and large businesses. Go on technical calls to troubleshoot and repair IT and network issues at client locations.

  • Liberteks
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Computer Technician
      • Jan 2012 - Oct 2017

      Worked with various repair personnel to document, diagnose and repair software and hardware issues among a variety of electronic goods. Utilized technical software and tools to repair PC's, Mac's, laserjet printers, legacy devices, mobile electronics, and others.

    • Marketing Assistant
      • Jan 2014 - May 2015

      Generate deliverable's and other marketing materials with both a B2B and B2C focus. Design, implement and analyze surveys for business and consumer clients. Manage social media presence and optimization.

Education

  • The College of Saint Rose
    Business Administration
    2012 - 2016

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