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.
• 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.

• 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.

• 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.

• 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.

• 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