Dennis Zolotor Email & Phone Number

Leawood, Kansas, United States

•Support Palo Alto firewall customers by providing L1/L2 troubleshooting support; complete change requests to change/update firewall rules/policies.•Support Tanium customers by providing L1/L2 troubleshooting support.

Kansas City, Ks

•Support Chapter 13 DOJ Standing Trustees with Casepower and CPMobile software to include installation, configuration, and troubleshooting. Support/manage PC and server hardware/patches/updates.•Project managed hardware replacement/refreshes in client offices; updated and maintained Asset Inventory database in Access.•Built a Dell T310 Windows 2008 R2 server; installed BackupExec; cataloged and restored customer backups to ensure data integrity.•Manage PC and server patches/updates for over 200 endpoints. Update Dell servers iDRAC firmware, Lifecycle Controller firmware, PERC H700 firmware.•Manage customers backups via Backup Exec 2010, 2012, 2014, 2016, 2020 and MSP Backups.•Troubleshoot and maintain client VPN connections via Cisco AnyConnect, Sonicwall Global/NetExtender, Watchguard.•Setup, maintain, and troubleshoot NetOp Remote Control network connections for the Chapter 13 team.•Use PowerShell to automate software installations and remove bloatware from PCs.•Daily manage the Trend Micro Worry Free Business Security Services dashboard for outdated security agents, endpoints reporting offline, threats, and policy violations for over 300 endpoints.•Deployed and managed Atera RMM for patch management on client endpoints.•Created Group Policy installation OU with GPO to auto deploy software to client endpoints.•Completed PowerShell scripting course, 2018.

Overland Park, Ks

- Work with various internal groups and clients to troubleshoot issues, provide resolution(s) and implement solutions over the phone.- Open / document / close support tickets In TigerPaw with various technology manufacturers and vendors.- Responsible for and accountable to follow support procedures and escalation guidelines.- Work with clients to document procedures and timelines for Cloud and Remote Monitoring implementations.- Interface with vendor and local IT support, managing the response and direction of the troubleshooting effort.- Work alongside clients during testing and migration to Remote Network Monitoring and Cloud environment.- Investigate, identify and document causes and solutions for incidents that result in a service disruption.- Provide Tier II/III additional support to clients, National Operations Center and Project Implementation departments.

Kansas City, Missouri Area

Independant IT Consultant assisting client with the following:•Contracted to consult with CFO/IT Director and assist with IT projects.•Troubleshoot a SharePoint 2010 server implementation that has never worked. Determined hardware/software requirements had not been met & recommended rebuilding on a VM and migrating.•Set up and programming of Toshiba MFP scan to email functionality. Programmed LDAP settings so that AD/Exchange address book could be used.•Printer/UPS inventory/consolidation/upgrade to consistent platform at remote retail stores.•Identify and implement a new ITSM ticketing system.•Assisted with cleanup of File server and mapped drives. Compared netlogon dump of mapped shares to AD users/groups.

Kansas City, Missouri Area

•Contracted onsite at Populous to consult with IT Manager and assist with IT projects.•Attend internal IT meetings to liaison with customer and address issues.•Tasked with completing asset inventory for entire company; utilized DameWare & Team Viewer for remote control/support.•Took lead on 200 Dell & Alienware laptop refresh project; utilized Active Directory to move PCs to OU; Installed Office 2013 and O365/2016.•Managed the deployment schedule and created schedule documentation and the various unique software installs in OneNote and SharePoint 2016.•Utilized PowerShell to uninstall built-in Windows 10 applications.•Modified/edited Group Policy to disable items like Cortana in Windows 10.

Lenexa, Ks

•Contracted onsite to address tier 3 issues. Attended internal IT meetings to liaison with customer and addressed issues. Created tickets and documented issues utilizing BMC/Remedy/ITSM.•Investigated server issues/alerts utilizing Kaseya to log into servers remotely and review system logs.•Educated customer on desktop and server patching schedules; made schedule changes via Kaseya.•Recovered files upon request utilizing Axcient backup systems.•Managed Dell EMC SAN alerts/notifications.•Provided server support for Windows Server 2008, Exchange 2012.•Completed a 100 monitor upgrade project in 3 weeks, from 7-8 AM to avoid customer impact. Ensured asset inventory was updated.•Created documentation for Konica Minolta multi-purpose devices for creating watermarks/overlays.

Overland Park, Ks

•Responsible for leading, motivating and overseeing the day to day management of a team of 10 Managed Services Engineers, a ticket queue coordinator, and 2 interns. Tracked SLA metrics.•Provided coaching/direction to engineers; feedback to partners for reviews; reviewed time sheets.•Hosted weekly cadence meetings to track customer issues and manage client relationships.•Hosted customer cadence calls/onsite meetings to ensure customer service expectations were being met and managed client relationships.•Directly interfaced with customers on priority issues, created & managed change controls for network changes, planned & coordinated network replacements and upgrades.•Created, documented, and implemented policies, procedures and processes for the Managed Services Team.•Project managed the customer on-boarding process. Coordinated activities and functions of designated projects to ensure that goals and objectives specified for the project were accomplished.•Project managed technical customer projects. Responsible for timely completion of projects and service requests, and communicating project status to stakeholders. Functioned as the Subject Matter Expert (SME) for project needs. Translated needs into documentation and actionable items to deliver the required solution.•Managed both critical support and standard support escalation requests while communicating with key stakeholders during escalations.•Successfully managed multiple clients (17) and disparate initiatives on a long term basis.•Provided server support for Windows Server 2003, 2008, Exchange 2007, 2010. Reviewed VMWare with engineering team to ensure customers server/space needs were addressed.•Ran PCI DSS report weekly, analyzed for failures, created tickets and assigned engineers to resolve failures.•Assisted with on-site cut-over and customer onboarding by adding PCs to new domain.•Reviewed customer Unitrends backups with engineers ensuring backups were occurring and to troubleshoot.

Kansas City, Missouri Area

•Completed Cisco Network Academy Network Fundamentals: CCNA Routing & Switching at JCCC after hours.•Passed a medium-risk background check to work on WPO/Fedwire applications.•Provided Tier-II technical/troubleshooting support in an escalated service area for LAN/WAN, VPNs, switches, routers, firewalls, IDS/IPS, proxy servers, within customer’s networks in support of FLA, FLC, FLD, FLW•Took 1500 customer calls in 2014, far surpassing all team members. Utilized BMC/Remedy/ITSM•Provided first level primary/critical support for FLD customers utilizing BMC Patrol, IBM Websphere MQ, and multiple internal configuration tools; managed customer incidents/outages with NOC•Provided tier-II technical/troubleshooting support to customers for their network connectivity, related to browser configuration, credential management software, middleware installation/configuration, VPN installation/configuration; used network knowledge to isolate, analyze & resolve issues•Conducted technical overview calls for customers; provided expertise regarding technical requirements to include installation, integration, and/or configuration of equipment•Provided phone support to customers for Safenet Authentication Client 8.3 software installation and troubleshooting; provided token troubleshooting•Walked customers through setting firewall inbound/outbound rules, creating static/dynamic NAT policy, setting up port mirror captures & Wireshark packet captures on Cisco ASA, Palo Alto, Juniper•Supported Fed ACH initial connectivity test calls for DIT and Prod environments•Guided customers through installation of Cisco 1811 and Fortinet Fortigate 60c VPNs•Assisted with successful migration from Cisco 1811 to Fortinet 60c VPN, totaling over 7.5k customers & 10k end points; guided customers to proper VPN type for their network application

Kansas City, Missouri Area

•Led team of 6 engineers and 3 contractors. Assigned engineers to various queues on a rotating basis. Functioned as the Subject Matter Expert (SME) for project needs and the needs of the end user. Translated those needs into documentation and actionable items to deliver the required solution.•Completed Security+ training February 2013•Took lead role on Service Request queue in January 2013, utilizing BMC/Remedy/ITSM, with 56 tickets already breached due to clients out over holidays. Resolved the backlog within 2 weeks. 275 new tickets worked in January with an 80% SLA (goal is 85%); Feb 208/89%; March 191/89%; April 149/87%; May 102/96%; June 146/92%•Led team to exceed the Desktop Support Customer Satisfaction Rating. Team was rated above target of 5.5 on 6.0 scale 12 months in a row; 2013: Jan 5.8; Feb 5.9; March 5.8; April 5.7; May 5.8, June 5.6•Took lead role and effectively triaged and managed the 2nd Level Desktop Support Queue, averaging 10-12 tickets per day, exceeding the 85% SLA 8 months in a row; August & October were at 91% SLA, November was at 90% SLA (2012)•Received a Certificate of Achievement August 2012 in recognition of my role in the management of the 2nd Level Desktop Support Queue & maintaining a service level above the metric.•Took lead on Service Request Queue and managed it from over 100 tickets to less than 10 in 3 weeks (2011)•Led the team on the Windows 7 64-bit roll-out, totaling over 800 PCs, to include scheduling, imaging, deploying and follow-up•Received a Certificate of Achievement in November 2012 recognizing my hard work in support of the transition to Windows 7 & the significant progress made to date•Provide desktop support to over 1000 enterprise users, providing analytical, application, and project support, supporting Windows 7 (32 & 64 bit), Office 2007/2010, printers, Avaya One-X Communicator, Plantronics Headsets•Utilized Active Directory to set up new hire accounts and to disable terminated employee accounts.

Kansas City, Missouri Area

•WASP Barcode inventory subject matter expert. Took lead on, and completed asset inventory in 3 weeks, updating database from less than a hundred to thousands of items.•Provided desktop support to an office of 85 attorneys, providing analytical and project support, supporting Windows XP, Office 2003, printers, faxes, Avaya VPN phones, BlackBerrys and iPhones•Re-imaged laptops/desktops utilizing WinInstall•Repaired hardware on IBM/Lenovo series laptops and desktops•SharePoint administration of KC office SharePoint site

Shawnee, Ks

•Volunteered to take lead responsibility and presented IT portion of new hire orientation twice/week•Provided desktop support to over 600 end users worldwide, providing analytical and project support, supporting Windows XP, Windows 7, Office 2007/2010, printers, faxes, Cisco VPN phones, Blackberrys and cell phones; utilized application logs to investigate technical issues•Re-image laptops/desktops utilizing Ghost Cast server. Configured software per department needs•Repaired hardware on Dell Latitude D/E series laptops (6x10, 6x20) and Optiplex desktops (980, 990)•Supported cut over from Lotus Notes 8.5 to Google Mail & Google Calendar•Responsible for imaging 15-20 PCs/week for a massive wave of hiring

Stillwell, Ks

•Provided desktop support to over 500 end users nationwide, supporting Windows XP, Windows 7, printers, faxes, Avaya VPN phones, and cell phones•Re-imaged laptops/desktops utilizing Ghost Cast server•Repaired hardware on Dell Latitude D/E series laptops and Optiplex desktops•Installed and configured Microsoft Dynamics Customer Relationship Management software•Sharepoint 2007 administration – administered user access and created webpages•Verified SQL Server 2008 SSRS subscriptions and changed destination emails via report manager interface. Ran reports on access roles for ATITesting.com; granted roles as required

Lenexa, Ks

•Worked Tier II/ Tier III field tickets; provided analytical and project support. Supported Citrix via help desk. Utlized Bomgar for remote support. Converted to full time after 3 month contract.•Took lead role in managing 40 Business Disaster Recovery Servers (BDR) to include provisioning, installation, daily maintenance, replication; Provided analytical and project support; Certified Zenith BDR Expert.•Subject Matter Expert for Zix Encrypted email.•Subject Matter Expert for McAfee SaaS Email & Web Security (formerly MX Logic) email archiving solutions.•Worked variety of Tier II and Tier III Helpdesk tickets in the field.•Promoted to engineer and assigned to head up a new Tier II helpdesk.•Created, documented, and wrote processes, policies, procedures for BDRs and help desk.

Lenexa, Ks

•Environmental Management Information Systems (EMIS) needs assessment, system selection, design, implementation and training (ESS Essential Suite™ and opsEnvironmental™) utilizing SQL Server 2005 and 2008; ESS Certified Core Implementer•EMIS needs assessment and system selection analysis•Gave presentations on SQL Server Reporting Services•Developed/maintained Microsoft Access custom databases•Traveled to client sites; installed VEMS PDA & client software; trained users; supported remotely•Chemical Facility Anti-Terrorism Standards (CFATS) Security Vulnerability Assessments consultant•National Infrastructure Protection Plan (NIPP) trained

Lenexa, Ks

•Provided on-demand technical support for NetTeller internet banking application (Tier III Helpdesk)•Troubleshoot customer-reported issues, identified root cause, developed bug fix utilizing Agile development cycle with C++, C# .NET, SQL, HTML & ColdFusion 5.0. Created SQL Stored Procedures as part of code fix•Created custom error reporting lookup tool in ColdFusion with a SQL Server 2008 database•Bid logo changes, modified logos, changed logos on main & demo URL using roboscript to push to server farm•Created SQL scripts for custom URL re-directs, to fix Quicken database errors, & to reset dormant accounts•Created technical documentation where needed. Wrote defect documentation•Attended Scrum and gained knowledge of the agile development methodology

Lenexa, Ks

•Responsible for OSHA & DOT compliance, as well at IT support of PCs and Servers; Support Lotus Notes•Responsible for facilities management - developed & wrote a Facilities Management Handbook; reviewedvendor services and changed contracts as appropriate for cost savings; reprogrammed phones•Marketed Stay Safe for Safer Living video series. Attended trade shows & represented company•Worked as a team member to respond to RFPs•Project managed asset inventory project consisting of over $3 Million in audio/video equipment•Interviewed employees and wrote job descriptions

Kansas Cty, Ks

Juvenile Justice Program Coordinator/Project Manager, Public Safety Business Office, 4/03–9/05.•Served as liaison between the administrative county, advisory boards and the KS Juvenile Justice Authority•Staff person to the Juvenile Corrections Advisory Board for the 29th Judicial District. Coordinated & scheduled meetings & agendas, produced minutes. Scheduled & attended all sub-committee meetings, especially grant application review•Developed RFP language, specifications, held public information meetings, lead the grant reviewcommittee to select the appropriate vendor, reviewed contracts, built and reviewed budgets, worked with local, state, and federal officials, processed payroll for grantees, and prepared and submitted financial reports•Project managed over $3.1MM in grant money & 22 juvenile justice grant programs (prevention/ intervention & graduated sanctions)•Managed $165M federal JABG grant. Oversaw purchasing, travel, personnel and grant reporting.•Grant Administrator for the implementation of a Juvenile Drug Court. Administered the 3-year/ $495M grant•Drove overall client satisfaction through effective coordination and communication of client deliverables•Effectively executed project forecasts and program implementations•Ensured client and project requirements were met with the highest quality and accuracy through verification and communicating routinely with both the client and internal partners•Consistently delivered proactive communication with clients, and when client issues arose, addressed those issues or expeditiously escalated to the Juvenile Corrections Advisory Board•Ensured that project records were updated and maintained with regard to the status of all projects being worked on•Demonstrated leadership to both the clients and internal partners, delivering project objectives professionally and with high quality•Instilled confidence with the clients and served as a primary public face of the city/county

Overland Park, Ks

EHS, 7/01–11/02.-Project managed environmental permitting under SARA Title III for CA.Safety Analyst, PCS Network Services, 9/00–7/01.-Managed nationwide fleet safety program.Software Eng II, Network & Computing Services, 11/99–9/00-Provided development, production and testing support for Tivoli Problem Management (Service Desk/Expert Advisor), utilizing KML and SQL.Technology Support Analyst I, Enterprise Information Services, 11/98–11/99.-Provide technical and analytical support for Win 95, Win NT desktops via the Sprint Help Desk. -1999 International Help Desk Institute Team Excellence Award winner.Senior Secretary, Decision Support Services, 7/96–11/98.-Provided on-demand support for a Director, 4 managers and a staff of 200 in a software production support environment.-Sprint Values Excellence award winner, 11/98, for support of department during my transition to help desk and my continued support & training of my replacement.-Safety Analyst, 9/00—7/01-Software Eng. II, 11/99 – 9/00, -Technology Support Analyst I, 11/98 – 11/99-Senior Secretary, Decision Support Services, 7/96 – 11/98

Kansas City, Mo

•Project managed 2 million dollars in security force contracts consisting of 3,300 hrs/week; supervised 80 officers in the field; directed security force vendors as to company needs. Implemented documentation of security force management and contract compliance. Updated Post Orders at 12 sites to increase effectiveness of security force management and implemented uniform security policy. Developed rapport and partnering relationships with security force, guard & electronics vendors. Managed and lead diverse workforce via vendor, to include planning, assigning & inspecting work at each business location, improving & controlling performance via contract administration & vendor meetings•Project managed security electronics by evaluating, recommending, maintaining, and installing CCTV systems, alarms, and covert surveillance. Responded to alarm calls 24/7 & wrote incident reports. Conducted security surveys and upgraded security electronics at 12 key facilities. Conducted confidential investigations and surveillance as necessary. Installed covert surveillance & interviewed/interrogated suspect, resulting in resolution of theft case totaling $4,863.00. Designed executive protection alarm systems for two Vice Presidents, working with the VPs, their families & the vendor to meet the VP's needs•Designated as Corporate Security Firearms Instructor and Trainer. Trained corporate security staff in policy, procedure, use of force, & conducted range training exercise. Commissioned/Licensed as an armed Private Investigator through KCPD Private Officers Section•Assisted with special event security at stockholders meeting & merger celebration. Attended meetings with event planners & executives, reviewed schedule of events, assessed sites, & worked with a team to provide executive protection

Kansas City, Mo

•Developed, implemented, maintained and upgraded / changed security and safety operational and procedural policies, rules and regulations. Created Policy and Procedure manual & trained staff.•Developed and integrated a comprehensive safety and security program which reduced crime, safety risks and liability exposure. Developed dept. budget & exceeded goals. Planned & organized work for security staff, staff meetings, training, set work priorities, developed monthly employee schedule, & schedule of facility inspections•Conducted investigations and surveillance as necessary. Successfully concluded investigations of employee theft from the kitchen, theft of keys & cash from a Director's office, employees sleeping and/or drinking on the job, & fraudulent worker's compensation cases•Chaired safety committee - Planned, organized & scheduled meetings. Responsible for OSHA compliance. Implemented OSHA programs; Lock Out Tag Out, PPE, Hazard Communication, Ergonomics, etc.•Chaired security committee - Planned, organized & scheduled meetings. Addressed security concerns of residents & provided solutions to problems. Gave presentations to executive staff & residents•Conducted safety and physical security surveys. Implemented comprehensive employee screening / background checks•Designated as Corporate Security Firearms Instructor and Trainer. Trained proprietary security staff in policy, procedure, use of force, & conducted range training exercise. Commissioned/Licensed as an armed Private Investigator. Directly managed and lead diverse workforce, to include planning & assigning, improving & controlling performance via direct supervision, selecting employees by recruiting, interviewing & hiring final candidates•Designated Law Enforcement Liaison. Developed knowledge of communication principles, methods, practices, & techniques in order to plan, coordinate, implement, & evaluate a law enforcement liaison program

Bs, Computer Information Systems

Bs, Security Mgt./Occupational Health & Safety

Activities and Societies: American Society for Industrial Security American Society for Industrial Safety

Diploma With Honors

Activities and Societies: Cross Country