John Kowaleski

A dynamic, ambitious and talented customer service professional with broad based experience in employee development, process improvement, client relations and quality control initiatives. I am eager to integrate my advanced project management and technical knowledge toward supporting the business objectives of a progressive employer where I can utilize, enhance and expand my skill set in a leadership role.
Core competencies include:

 Staff Leadership and Employee Development
 Project Management/Budget Accountability
 Interviewing/Hiring/Training
 Persuasive and Effective Communicator
 Create Cohesion/Teambuilding
 IT Operations/Troubleshooting/Resolution
 Microsoft-Excel/Word/PowerPoint/ Project/Live Meeting/Outlook
 Facilitating Meetings/Conference Calls
 Mentoring/Coaching

PROFESSIONAL HISTORY

Automatic Data Processing, Parsippany, NJ

1999 to 2009
Regional Project Coordinator
2008 to 2009
 Led project meetings and presentations utilizing PowerPoint slide shows to define project scope, responsibilities, constraints, assumptions, timelines and delegate team assignments; provided subject matter expertise to guide the successful completion of all jobs and managed ongoing budget, staffing and resource requirements to effectively comply with business needs.
 Liaised with project teams to provide technical advice, identify risks and resolve issues.
 Responsible for the implementation of projects being rolled out across the Northeast Region consisting of 500+ associates in a call center environment and served as the project manager’s main contact.
 Coordinated directly with dozens of regional managers and executives to plan, execute, identify risks, track progress and results for tasks required within cross-functional areas.
 Identified and utilized subject matter experts to establish project requirements.
 Reviewed status reports prepared by project personnel and modified schedules and plans
as required due to scope creep.
 Prepared project milestone/checkpoint reports, conducted project status and close out meetings.
 Developed well defined business cases to capture the reasoning for initiating a project.
 Created a web based location where associates could view corporate instructional documentation on all new application upgrades and releases; originated tracking tools to monitor the execution of necessary training and communications on new application upgrades and releases to associates.
 Published meeting recap reports and instructional documentation.
Computer Operations Manager
2004 to 2008
 Provided leadership and oversight to two Lead Computer Operators, six Computer Operators, four Quality Control Specialists and one LAN Administrator to provide critical business support and exceed productivity goals in the region’s data and print center encompassing 25,000+ clients.
 Spearheaded all training and development initiatives; managed performance, developed departmental goals, and maintained accountability for operations budget and expenses.
Computer Operations Manager (Continued)
 Developed internal resources and provided data security and control, disaster recovery plans and resolution of escalated functionality issues.
 Directed operations, performed process analysis to identify improvement opportunists; analyzed workflow, established priorities, and developed comprehensive standards of operations procedures.
 Presented results and achievements to all departments at monthly employee town hall style meetings.
 Conducted interviews, hiring and training of new associates and temporary employees.
 Drafted and delivered associate performance appraisals and merit increases.
 Administered written and verbal warnings; placed associates on performance plans; mentored and coached associates.
 Developed and integrated tools for tracking individual and team productivity utilizing Excel graphs; conducted weekly team meetings and bi-weekly one on one meetings, implemented incentive programs, team building events and personal career development plans.
 Negotiated service level agreements between business units.
 Attended regular management meetings with cross-functional departments address issues and identify new opportunities.
Lead Computer Operator

2003 to 2004
 Collaborated with team members to identify potential issues and opportunities for improvement.
 Assisted manager in preparing performance evaluations.
 Independently supervised 2nd shift computer operators and quality control specialists; accountable for timely and accurate completion of the shifts daily required tasks, objectives and goals.
 Kept inventory of supplies and worked with outside vendors, service technicians and upper tier technical support.

Computer Operator

1999 to 2003
 Accurately and efficiently processed, printed and packaged payroll checks and reports and inspected all output for quality assurance.
 Completed disaster recovery backups on IBM AS/825i servers.
 Performed preventative maintenance on hardware; troubleshot server system error messages and provided technical support to front end users.
 Installed IBM hardware and PC’s.

NJ Sports and Exposition Authority, E. Rutherford, NJ - Traffic Agent 1995 to 2004
 In conjunction with team members utilized radio communication to direct and maintain the flow of vehicle and pedestrian traffic during public events to ensure customer safety and satisfaction.
 Provided information, instructions and accommodations to patrons during events that included over eighty thousand people; defused situations with patrons before they became major crisis.

EDUCATION AND PROFESSIONAL DEVELOPMENT

New Jersey Institute of Technology, Newark, NJ
Lincoln Technical Institute, Union, NJ – Automotive Technology
PC Age, Fairfield, NJ - Computer Networking
Automatic Data Processing Manager Development Training Program