James Trocki's Resume (Last updated July 18th 2007)

 

James Trocki



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OBJECTIVE 

To lead an organization towards efficient and effective process change as a IT manager or systems analyst. 

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KEYWORDS 

• Help Desk Management
• Call Center Management
• Network Management
• Project Management

• Lotus Notes Development
• Web Development
• Systems Development
• Systems Implementation

• User relations / training
• Staff supervision / training
• Customer support / service
• Quality control

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EXPERIENCE 

, US Virgin Islands
2003 - Present

 

Schneider Regional Medical Center is composed of three renowned medical centers situated on two Islands. The RLS Hospital, MKS Community Center and Charlotte Kimelman Cancer Institute.

 
Regional Network Manager / Help Desk Manager ( Level 3 & 4 Support)

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High-profile position accountable for the medical information systems of the three hospitals. Scope of responsibility is diverse and includes IT project planning and management, hardware and software deployment, and customer support.

 
  • Developed business solutions, processes, and implementation methodologies for law firms
  • Managed the conversion and automation of 20,000 law firm documents.
  • Managed project resources, timelines, budget.
  • Participated on the management team of a multimillion dollar process reengineering project.
  • Managed a team of 17 analys

 

, New York, NY

1998 – 7/2003

 

The world's largest professional services organization providing accounting, auditing, tax and business consulting to global clients.
Regional Business Technology Liaison /Quality Service Manager / Help Desk Supervisor (Level 2 & 3 Support), 1999 to 7/2003

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Managed the Information Technology account relationship for PricewaterhouseCoopers Management Consulting Services Practice valued at 14 billion dollars.
  • Designed and implemented regional-wide, IT knowledge management systems using the Lotus Notes platform. The resulting systems consolidated data sources, improved data quality, and provided a flexible platform to meet future business requirement changes. Led the development effort and managed entire lifecycle of these projects.

 

  • Assessed support and technology trends; partnered with US Account Manager to address customer needs. Suggested and instituted National processes to improve service; deployed technology services using service level agreements; acted as an escalation point for all special client needs and requests.

 

  • Project leader for regional file and print server disk cleanup. Managed 9 network administrators, led weekly conference calls, and managed the entire project life-cycle. Responsible for cleaning up over 2 terabytes of data providing a cost savings of $100,000.00 dollars.

 

  • Responsible for writing and publishing Best Practices and SOP’s, including documenting workflow from start to finish.

 

  • Compose and/or approve client-facing communications for planned and unplanned network service outages, local interest announcements, and product or service announcements.

 

  • Selected to evaluate helpdesk operations, assess support and technology issues and partner with IT management to address technology needs. Suggested and instituted processes to improve customer service, Deployed technology services using service level agreements and acted as an escalation point for all special client needs and reques.

Help Desk Supervisor (Level 2 Support), 1998 - 1999

 

High-profile position accountable for business computing environment of the Management Consulting Services Practice with 9,600 employees. Scope of responsibility was diverse and included IT project planning and management, hardware and software deployment, and customer support.
  • Responsible for the implementation of customer service and Helpdesk plans. Hired and trained systems analysis. Responsible for design and management of workforce forecasting, schedule, coaching and career path to ensure the smooth and efficient operations of numerous helpdesk projects. Including but not limited to hiring and training of personal.

 

  • Co-managed a staff of 10+ technicians (including up to seven direct reports). Balanced workloads, projects and schedules.

 

  • Ensured service delivery requirements were being met, improving customer satisfaction by 55%.

 

  • Managed multiple projects which include Y2K compliance and remediation, NT migration, IT Intranet development, and Lotus Notes database development.

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Sr. Systems Analyst (Level 1 & 2 Support), 1998

 

Provided all levels of technical support for the 10,000 Management Consulting Services consultants in all five key industry markets.
  • Regional project lead for Windows95/Lotus Notes 4.5 software and laptop upgrades for 2000+ Consulting staff. Created deployment plan, implemented, and monitored to completion

 

  • Participated in Multi-Office NT Migration. Managed field support plan, raised issues that could benefit customers, identified post-mortem issues, and worked with other IT groups to resolve them Coordinate and attend Line Of Service task force meetings, and Business Unit meetings.

 

  • Wrote and revised IT business documents with technical team and managers until sign-off was obtained.

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Summary of Technology Expertise

Applications

MS Office Suite including Project / VISIO / Outlook / Infopath / One Note / Publisher
Lotus SmartSuite
Lotus Notes
Internet Explorer
Netscape
Firefox
PC Anywhere
Netmeeting
Norton Antivirus / Utilities
McAfee Antivirus
Ghost
WinZip
Wininstall
Peregrine Systems
VNC
ID Maker Pro
Partition Magic

 

Server Applications
Active Directory
DNS
DHCP
ISA Server
Proxy Server
Blackberry Server
Symantec Antivirus Corporate Editiion
Ipsentry
Kix Tart
Diskeeper
Cheyanne Arcserve / Inoculan
Veritas Backup Exec
WS FTP Server
Symantec Ghost Solution Suite
Symantec Brightmail
Exchange Server
Group Policy
Citrix MetaFrame

 

Graphic Design
Paint Shop Pro
Adobe Acrobat Pro / Creative Suite CS3
Quark
Corel Draw

 

Hardware

Desktops
Notebooks
Workstations
Servers
Handhelds
Printers
Copiers
Facsimiles
Scanners
POS Systems
Terminal Servers

 

Operating Systems

MS DOS
All Windows OS’s
Palm OS
MAC OS X
UNIX
Linux
Solaris
Novell

 

Medical Information Systems

3M Codefinder
Dictaphone
Logicare
Specialty Labs
Biosite
ABBOTT PCX
Hemodialyis Vision
PC-Ace
PC Print
Easy Print
Formfast
JSI
MEDITECH
Xactimed
Varis
Varian
Omnicell Interfaces

 

Programming Languages

Lotus Notes Scripting
Batch
HTML

Data and Telecommunications

Bridges
Routers
Gateways
Firewalls
Hubs
Patch Panels
TCP/IP (Telnet / FTP / Hyper Terminal)
ISDN
CSU/DSU
DSL
VoIP
PBX
Data Switches
AV Equipment
Wireless Networking
VPN
BIGIP
Bosch Divar Security Systems

 

Network Topologies

Bus
Token Ring
Star
Ethernet
ATM
Wireless

 

Database Environments

Microsoft SQL  Server
Microsoft Access
Lotus Notes
Crystal Reports

 

Web Technology

IIS
HTML
FrontPage
FLASH
Dream Weaver
Fireworks
Homesite
Swish

 

EDUCATION 

, New York, NY, September 1991 - May 1996

BS in Management of Information Systems, 3.8/4.0 Grade Point Average

 

President and founder of the MIS Club

 

 

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NON-DEGREE COURSE WORK 

A+ Training
Excel Training
VPN Training
Audit Training
SLA Training

AUSPEX Training
PowerPoint Training
Netmeeting Training
Windows 2003 Training
Telecommunications Training

Harvard Manager Mentor
File and Print Consolidation Training 
Support Services Conference and Expo
Consumable Technology Supplies Tracking
Essential Skills for Customer Support Professionals

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PROFESSIONAL AFFILIATIONS and CERTIFICATIONS

Member of the Help Desk Institute

A+ Certification

MEDITECH Certification

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Riverdale, NY 10463    718.884.3884    Cell 917.886.1421     JamesTrocki@hotmail.com

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