Peter Kowalczyk Email & Phone Number

- Troubleshooting and resolving Salesforce cases related to the Kinaxis RapidResponse application- Working on RapidResponse instances on Windows server VM's in a hybrid Cloud environment- Monitoring and/or processing alerts from Datadog and LogicMonitor into Salesforce cases for RapidResponse environments and resolving them as needed- Communicating with customers regarding their RapidResponse cases and working with them to ensure their issues get resolved- Investigating and researching problems and escalating them as bugs, defects, and enhancements in JIRA- Frequent use of and experience with Salesforce, Jira, Confluence, Servicedesk, ServiceNow, ASG, Goto, LogicMonitor, Datadog, Pagerduty, and all Microsoft Apps

Ottawa, Canada Area

Deploying, maintaining, and administrating Windows and Linux environments for production and test use with proprietary deidentification and anonymization software (Eclipse)• Advanced Eclipse application support for customers and internal environments such as installs, upgrades, configurations, migrations, and in-depth troubleshooting• Ticket management using JIRA for Support and Development items including escalations, bugs, and feature requests• Administrating and maintaining secure Azure environments used for internal company projects• Assisting with planning, implementing. administrating, and maintaining a customer data pipeline project• Deploying EC2 VM instances at scale in AWS for HITRUST training• Creating, maintaining, and improving Support processes and procedures within Confluence including How to’s, KB’s, and training material• Managing Eclipse software license generation, distribution, and tracking• Performing customer training on proprietary software configuration, administration, general use, and troubleshooting• Leading internal and external meetings for bug and feature request triage’s, ticket reviews, and project status• Helped establish and create the foundational processes and procedures of our new Support team from the ground up

Richcraft Recreation Complex

Supervising and teaching rock climbing and soccerSetting up sports equipment and supervising recreational activities such as volleyball, basketball, badminton, and open gymProviding certified first aid as necessary

Ottawa, Canada Area

Managing customer tickets and communication via calls/e-mails/Zendesk as a team lead Administration and delivery of VOIP and Internet for customers Troubleshooting SIP/VOIP related issues through sip traces and router/PBX configs Vendor administration and collaboration for Internet/SIP/Fax requests/incidents Supporting and administrating SIP trunks and on prem PBX solutions Provisioning and troubleshooting Cisco/Polycom/Panasonic phones Administrating and monitoring sensors in PRTG Porting and managing telephone numbers between carriers Registering numbers/addresses for 911 emergency services Domain registration and renewal Monitoring VM’s in Citrix Xencenter Ongoing documentation of support processes and procedures within Sharepoint

Ottawa, Canada Area

Monitor, assign, respond to, escalate, and resolve ServiceDesk tickets Troubleshooting hardware, software, networking issues for end users Administrating systems such as Active Directory, Exchange, Lync, SCCM, and others Remotely accessing computers with Vpro and imaging/troubleshooting internationally Communicating with employees and customers effectively. Maintain and follow procedural documentation Working with the team and vendors/consultants to resolve incidents Imaging/deploying/managing Dell/Lenovo/Apple laptops and desktops with SCCMManaging and deploying IOS phonesAsset management via ManageEngine Service Desk

Richcraft Recreation Complex

Registering clients for memberships and programs using the City of Ottawa CLASS system Taking payments for drop-ins, programs, and membership with a POS systemProviding accurate information on schedules, programs, rates, and policies.

Providing quality customer service experience at a fast pace Handling large amounts of money, balancing daily books, bank deposits Serving large amounts of customers at a time Being responsible for overseeing 12 pumps as well as the kiosk independently Stocking all products as necessary at all times Cleaning inside and outside the kiosk properly Successfully raising kiosk sales beyond the monthly goal as a team Extra managerial duties- paperwork, inputting data, accepting invoices distributing work amongst employees, creating orders for products, and dealing with more serious customer service issues

Kanata

Cared for children ranging from the ages of 3-14 Communicating with parents and fellow staff to establish a fun and safe working environment for children Supervising fellow staff members Creating and planning full day programming for the entertainment of children Providing immediate professional first-aid care Organizing crafts, games, and activities. Teaching sports skills, setting up sports equipment

Scotiabank Place

Worked in a fast paced environment Ensured clean and safe work area and maintained inventory Prepared and delivered food for customers, Ensured health and safety standards were being met

Computer Systems Technician Diploma With Honours, Information Technology, 3.85/4.0 Gpa

Activities and Societies: Class RepresentativeNetworking with Cisco switches, routers, and firewalls Networking knowledge up to a CCNA4.

Music And Psychology

Studied 2.5 years for a Bachelor of Music with a minor in Psychology. Decided to switch paths as I discovered this was not right for me.