Michael Rytlewski Email & Phone Number

Beachwood, Oh

• Product Support of a variety of internal products providing the interface between users and developers. Support is fielded via phone calls, emails, Skype messages, and Feedback messages. All support calls are logged, tracked, and resolved in an internal ticketing system (Change Gear). Responsibilities also include resolving licence issues and processing electronic signatures.• Software Testing of new products, and features/enhancements to existing products. Responsible for all testing in the IT department which encompasses: Writing and execution of test plans/scripts. Development, QA, and Regression testing. Logging Work Item/bugs in TFS. Writing the Release Notes. Present demonstrations of the new features to the Support team.Products Supported and Tested: - Electronic Blast Reports (EBR) - E*Star - SpotOn - Digital Scheduler - Blast Safety Factor Analysis - Fleet Management - Image Tracer

Support customers, field technicians, and other agents, with DSL issues, including modems, routers, internet speed issues, wireless communication, and e-mail issues.• Answering incoming calls and support emails during shift and troubleshooting customer Internet problems.• Verify Windstream equipment problems/outages and notify correct department.• Support field technicians, resolve networking issues, bring customers online efficiently. • Handle complex escalations from Tier I support. • Escalate and monitor problems in trouble management system to ensure timely resolution.• Accept and resolve escalated calls.• Other duties as assigned.

As Software/Hardware Support Specialist, provided technical and application support for worldwide software and hardware product distribution.:• Responded promptly to incoming customer calls and e-mails.• Educated users in operation and application of software and hardware devices.• Identified problems with hardware, software, networking, or PC operation to find resolution. • Provided training on-line and in-person when requested.• Logged all customer issues in compliance with quality system.Working concurrently as Test Technician, conducted and coordinated detailed phases of testing for both hardware and software.• Wrote detailed test plans to evaluate all phases of product functionality.• Recommended changes to improve products made during bench testing which were incorporated into final design.

As main point of contact at Help Desk, responded immediately to calls from operators in steel mill. • Quickly ascertained problem area with hardware, software, networking, or PC operation. • Assisted users with screen operation, program usage, and general PC questions. • Maintained operation of fiber-optic network, servers, PCs, printers, and peripherals. • Designed SQL database using MS Access for tracking PC peripherals and other hardware devices.• Educated operators, which resulted in a yearly 25% reduction in calls to the Help Desk.• Logged all calls and problem resolutions in company designed proprietary database. • Manned 24-hour call hotline on bi-weekly basis.As System Administrator, oversaw operation of entire network, including a cluster of four VAX 6000 mainframes, one VAX 3900, one VAX 4000, and several satellite MicroVax 3100's. • Handled disaster recovery. Investigated system crashes. Logged downtimes.• Maintained optimal uptime (99.5%) across the network for all nodes.• Backed up all system databases, logs, code, and executable programs on a weekly basis. • Recovered stored data upon request from tape backup. • Maintained a minimum of 10% free space on all system disks. Purged redundant files. • Monitored system operation. Kept CPU usage at an acceptable level. Halted runaway processes. As a Software Engineer, modified Windows driven PC programs written in MS Access using SQL.• Designed new reports to collect and display MagnaGlo results, and isolate billets which were high in Carbon content using SQL.• Modified SAS graphs pertaining to iron production. • Designed date patches to fix Y2K bugs. Installed and tested patches in over one hundred routines.

Tested the integrity of newly designed software / hardware for fatal, functional, and cosmetic errors on the UNIX based product, Acqulab Data Acquisition System. • Verified Acqulab's ability to acquire, store, load, display, and analyze data. • Tested UNIX to PC communication using both FTP and NFS protocols over an Ethernet connection.

B.S., Computer Science

Activities and Societies: Association for Computing Machinery (ACM) Computer programming, networking, help desk consultant.

Digital System Engineering

Electrical engineering, Digital design, computer programming, physics, logic, mechanical engineering, and linear algebra.

A.S., Pre-Engineering

Pre-Engineering

Education record