Lou Rotolo Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Providing IT support for small business clients in the NY / NJ area. Supporting Windows 10,8,&7, Office 2016/2013, Server 2012 & 2008, Office 365 and Business Continuity. Leveraging managed services and remote administration to save small companies big money.

Zurich, Zurich, Ch

Providing support of the company's IT systems and equipment in the NY / NJ area. Supporting Windows 7, Office 2010, Rumba, AS/400, Electronic Data Interchange, (EDI) and proprietary company software and systems.

Westford, Ma, Us

Successfully completed a PC refresh project for CompuCom / TD Bank. Taking inventory of client's current hardware, staging and installing new hardware and assisting client with acceptance testing and any post-installation issues.

Providing hardware and software support of servers, desktops and laptops manufactured by Lenovo, Dell, Toshiba and HP. Supporting LANs, Windows XP, Vista, Windows 7 and Server 2003.

Us

As a Program / Project Manager, Lou managed the successful completion of over 20 concurrent technology projects and initiatives, for client departments and the Port Authority’s computing infrastructure. He provided direction to a staff of Design Engineers to enable them to successfully manage their projects, which impacted the Agency and the Port District. Lou set the computing technology standards for the agency for new operating systems, productivity suites, computer and server hardware, security and standard desktop applications and images.PROFESSIONAL ACCOMPLISHMENTS:• Streamlined the desktop image QA process using VMware, shortening the process by over 80%• Oversaw a project to implement data redundancy at 2 sites using IBM SAN to SAN replication• Oversaw the successful replacement of a failing data archival system• Implemented a document management system and moved all project documentation into the system to provide faster data retrieval and collaboration• Created MS Project templates to standardize processes and provide consistency to our clients

Us

As a Customer Liaison Lou kept the lines of communication open between assigned client departments and the IT department. He supported the technology needs of his clients and executive level staff. As liaison he assisted client departments with technology projects, technology planning and the preparation of their technology budgets. Lou also developed training, (“Lunch & Learns”) and technology tips to help non-technical staff better utilize the technologies offered.PROFESSIONAL ACCOMPLISHMENTS:• Presented with a team award for his role in restoring the computing needs of the Chiefs and Executives of The Port Authority after the loss of the World Trade Center on September 11, 2001. • Performed End-User Training for “Computing Basics”, “Outlook” and “Livelink”• Served as technical consultant on the Law Department’s RFP to purchase Case Management Software

Us

As the Help Desk Manager, Lou managed the Systems Administration of desktop PCs and departmental Novell and Windows servers supporting over 2,000 end-users. Lou supervised Systems Administrators and Desktop Support Specialists, handled the Y2K compliance of servers and associated software packages, as well as software rollouts and upgrades. Lou and his team supported Windows, MS Office, Web Browsers, MS Outlook, SAP, PeopleSoft and other department specific applications. Desktop images were developed and deployed using Ghost. Software packages were created and distributed using WinINSTALL and Novell ZENworks.PROFESSIONAL ACCOMPLISHMENTS:• Implemented the Agency’s original Support Desk model, lowering support costs by over 20%, achieving a customer satisfaction rating of over 90% and was referred to as “…one of the best run groups in the department…”• Successfully upgraded 2,000+ Windows 95 desktop computers to Windows 2000 • Ensured all supported computing systems were Y2K compliant• Developed and documented computing and security policies and procedures to provide end-users with consistent, timely, high-quality service

New York, New York, Us

Assisted with a major data center relocation from Pfizer's offices in NYC to New Jersey. Un-racked Dell and Compaq servers in NYC and prepared the equipment for the move. Re-racked the servers in New Jersey according to client’s specifications.

As Director of Service and Support, Lou managed the direction of the service department, supervised Systems Engineers and Technicians and defined and implemented Policies & Procedures. Lou and his team installed and supported Windows servers, Microsoft Exchange, NetWare and Windows Small Business servers. Lou supported Windows desktops, Ethernet and TCP/IP protocols. The company specialized in Installing and supporting Microsoft Windows systems, Cisco and Compaq hardware as well as various proprietary Accounting and Database packages and telephone systems. Professional Accomplishments:• Installed Microsoft Exchange, Internet access, switches, routers and desktop computers for a 50-user printing company• Initiated a program recognizing top performers that increased staff productivity by nearly 20%

Us

As Program Manager, Lou was accountable for the financial success of the New York City branch's budget and P&L. He supervised Systems Engineers, Project Coordinators, Project Engineers, and Project Managers. Lou wrote and approved Statements of Work, customer proposals, hired staff, wrote performance appraisals, made recommendations for raises and promotions and supported the career development of over 20 direct reports. In this position Lou successfully managed multiple projects such as equipment rollouts and upgrades, operating system migrations, network installations, LAN assessments and desktop support. Lou was also the in-house LAN Administrator, supporting remote access, file & print services and Email. Being heavily involved in the hiring and sourcing process, Lou worked closely with recruiting vendors like Kelly Services, Rotator and Aerotek to locate staff with skills that matched current engagements. Lou also did most of the direct hiring for the NYC branch. During his tenure he interviewed over 300 candidates and hired over 60 full-time employees. Lou and his team maintained the highest levels of customer satisfaction and provided excellent service while contributing to the company's bottom-line success.

As Area Service Manager, Lou reported to the National Director of Field Service and managed the Northeast territory of CalComp’s service organization. Lou monitored service contract renewals and office expenses, while making decisions on work force, logistics, hiring and office space. Lou handled customer concerns, supervised field service technicians, conducted performance appraisals and made raise recommendations. Lou also performed in a Technical Support capacity and maintained the office Novell LAN. Under Lou's supervision, his branch achieved excellent marks for customer satisfaction.PROFESSIONAL ACCOMPLISHMENTS:• Created a database to track field changes installed in CalComp plotters saving approximately 15% of the cost of field change parts• Moved the client database for service contracts from paper into ACT! to allow staff to contact clients for renewals prior to contract expiration, increasing contract renewal rates by nearly 25%• Built the office Local area Network• Initiated a program recognizing top performers that increased staff productivity by nearly 20%• Brought in a third party to administer customer satisfaction training, which allowed our NJ office to go from last place to being in the top 3 offices in the nation for satisfied customers

As Regional Technical Support Specialist, Lou worked extensively with troubleshooting UNIX based CADD systems, TCP/IP networking and CalComp’s full line of pen plotters, electrostatic plotters, digitizers and printers. Lou was the administrator for the branch office Novell Network and he became Novell certified to aid in the connectivity of CalComp equipment to Novell LANs. Lou assisted techs with the set-up, configuration and troubleshooting of CalComp’s full-line of products and dealt heavily with handshaking protocols, data capture and decoding and the connectivity of CalComp peripherals. Lou provided telephone and on-site technical support to Field Service Technicians and end users.

As a Field Service Engineer, Lou troubleshot UNIX operating system problems, installed Ethernet networks and repaired plotter electro-mechanical problems. Lou provided timely professional service on CalComp's full line of pen plotters; electrostatic plotters, printers, digitizers, display units and UNIX based CADD systems.

As Master Technician, Lou serviced Digital Equipment Company's mini-computers and peripherals, and performed preventive and emergency maintenance on 3M's full line of computer output microfilm equipment.

As a Technician with 3M, Lou performed preventive and emergency maintenance on 3M's full line of copiers and facsimile equipment.

Computer Science

Electrical Engineering

Electrical Engineering

A.A.S., Computer Technology

Regents / Pre-Engineering, Pre-Engineering, Mechanical & Architectural Drawing

Education record