Alex Cinovoj Email & Phone Number

Columbus, Oh, Us

Westerville, Ohio, Us

• Orchestrated server migration projects from Microsoft Server 2016 to Server 2022 for SMBs, ensuring smooth transitions and modernized infrastructure.• Led critical upgrades and migrations for Tax and Accounting software, directly supporting key business operations.• Modernized IT infrastructure for a legal firm by transitioning to cloud storage and VoIP systems, enhancing operational efficiency.• Managed deployment of over 100 new computing devices, ensuring seamless data migration and minimal user disruption.• Directed a 60-user firm’s relocation from a tech perspective, overseeing construction and vendor management for a complete tech setup.• Maintain Hyper V servers.• Implemented numerous firewall solutions including Cisco Meraki, SonicWall, PFsense and Ubiquiti, bolstering client network defenses.

Dublin, Ohio, Us

• Led as a senior field and desktop support technician for multiple Managed Service Provider (MSP) clients, playing a pivotal role in ensuring seamless tech operations.• Spearheaded major client projects as a lead technician, notably migrating workstations from Windows 7/8 to Windows 10 and transitioning network equipment from Cisco to Ubiquiti.• Entrusted as the primary asset specialist, overseeing the planning, procurement, maintenance, and auditing of client workstation and network hardware inventory. Rigorously ensured compliance with asset management standards while proficiently managing the client's asset inventory in ServiceNow.• Played a crucial role in the successful opening of 12 new locations. Collaborated extensively with an array of vendors, onsite technicians, and internal client teams, ensuring timely completion within the stipulated budget.• Successfully coordinated and rolled out 400+ new workstations and 120+ Ubiquiti network devices across 40+ locations, bolstering the tech infrastructure.• Acted as the secondary knowledge administrator for ServiceNow, generating insightful knowledge articles pertaining to processes/workflows and established knowledge bases for over 15 clients.• Offered comprehensive support for an assortment of software and hardware including Microsoft Active Directory, Microsoft Exchange Online, O365, Microsoft Windows and Server. • Dedicatedly provided a premier White-Glove service to client owners, executives, and VIPs, cementing Sedgwick's reputation for unparalleled client service.• As the project lead technician, I was entrusted with the critical responsibility of supporting nearly 100 client locations. This entailed meticulous coordination and leadership in working alongside remote technicians who were hired specifically for diverse projects. My ability to manage large-scale initiatives ensured the seamless integration and operational success of tech solutions across these sites.

St Charles, Illinois, Us

• Engaged as a Tier 2 field technician, serving various large enterprises in Central Ohio during multiple projects.• Effectively executed service delivery, including IMAC, Break Fix, and Desk Side Support, in line with the Managed Client Policy & Procedure Guide.• Demonstrated technical prowess in troubleshooting, parts replacement, system upgrades, and standard deployments & repair tasks, both on-campus and in remote locations.• Employed a suite of advanced tools and in-depth technical knowledge to address customer issues and to execute scheduled installations.• Consistently aimed to meet all Client Service Level Agreements (SLAs) and Customer Satisfaction Goals.• Escalated critical concerns or those that might impact the broader operation at a site to Field Services Management.• Rigorously adhered to established procedures and tasks in daily operations.

Columbus, Ohio, Us

• Operated as the primary Tier 1 support representative for end users, addressing issues related to OH network, desktop, and enterprise applications.• Championed exemplary customer service through "The Human Touch" initiative, emphasizing open communication and timely updates on service interruption progress.• Completed specialized EPIC support training and actively participated in go-lives. Provided hands-on training to employees during these pivotal go-live sessions.• Applied documented procedures and checklists for effective and consistent problem diagnosis and resolution.• Managed incident and service request entries using the Service-Now tracking tool.• Assessed business impacts of IT challenges, expertly resolved issues within my purview, and routed complex concerns to the appropriate teams within or beyond Information Services.• Independently tackled service interruptions, adhering to established procedures, work instructions, and policies.• Excelled in phone support productivity and availability, consistently maintaining an impressive 70% First Call Resolution (FCR) monthly.• Played a crucial role in the front-line support for two significant conversion projects: GreenField (Windows 7 migration) and the pivotal CareConnect/Epic go-live deployment.• Advanced skills with a completed 7-day Level 2/Desktop support training and acted as interim Level 2, reinforcing the desktop support team.Technical Tools and Skills:Remote Control Tools: ZenRC, RDP, SCCM Remote Control, DameWare, LogMeINDirectory and Incident Management: Active Directory, NetIQ, SCCM AD management, Service-NowOther IT Tools: VMware Client, VMware admin console, Imprivata Policy manager, I3 Soft-phoneSupported Clinical, Billing, and Administrative Applications:Actively supported over 40 applications, a testament to versatility and in-depth industry knowledge.

Columbus, Ohio, Us

• Spearheaded the "GreenField" project, leading a team of 4 in a comprehensive Windows 7 to Windows 10 migration across multiple hospital campuses.• Successfully managed the upgrade at the main campus, overseeing the transition of over 1,000 workstations.• Exemplified expertise in installation procedures, ensuring high-quality and accurate system setups.• Demonstrated adaptability by adjusting to a dynamic work schedule on a weekly basis, ensuring timely completion of project milestones.• Consistently met and surpassed project expectations, leading the team to efficiently handle challenges and complete tasks to the highest standard.

Dublin, Ohio, Us

• Provided Level 1 restaurant and after-hours internal IT support for Wendy's PC users.• Efficiently entered and resolved tickets using the POSmagic and PCmagic systems.• Managed and resolved assigned tickets across multiple helpdesk groups.• Played a pivotal role in the Aloha POS System rollout to over 400 Wendy's stores, providing crucial support and leveraging Aloha training.• Consistently exceeded key performance metrics: Average Handle Time, First Call Resolution, and Close vs. Open ratio.• Delivered a consistently positive experience for all contacts, reinforcing the brand's reputation.• Stayed updated with the rapidly changing technological landscape and internal processes to ensure top-tier support.• Conducted training sessions for end users on equipment and software use.• Gained expertise in Point-of-Sale technologies and relevant software applications.• Thoroughly documented all support cases in the call tracking software, escalating when necessary.• Took ownership of and effectively managed project-related tasks, both assigned and as needed.• Served as a key liaison between clients, vendors, and field PC/cable technicians, ensuring smooth communication and prompt resolution.• Engaged in continual learning, staying informed about current industry-wide support practices.• Troubleshot both software and hardware issues remotely via phone.• Demonstrated exemplary attendance and schedule adherence, ensuring consistent support availability.

Lewis Center, Ohio, Us

• Supported and maintained in-house computer systems, desktops, and peripherals, ensuring optimal performance.• Managed the SOHO HP server operating on Windows Server 2008R2.• Installed, diagnosed, repaired, upgraded, and maintained hardware and equipment to guarantee efficient workstation functionality.• Provided timely and precise troubleshooting for various IT-related problem areas.• Offered end-user training and assistance to ensure smooth technology experiences.• Assisted in formulating, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.• Diligently documented instances of hardware failure, repair, installation, and removal to maintain a clear history of equipment management.• Played a pivotal role in strategizing and planning for future computer hardware needs and capacity considerations.• Actively contributed to the development and rollout of new computer projects and hardware installations.