1. DZ I WOR N U “K WA MI ” L AD Z E K P O
15035 Westpark Dr # 413
Houston, TX – 77082
(214) 298-9115
dkladzekpo@yahoo.com
I N F O R M A T I O N T E C H N O L O G Y SU P P O R T MA N A G E R
Trusted, motivated and adaptable IT leader, and technology solutions provider with in-depth knowledge of network, quality, system
engineering and help desk operations. Expertise in merging technologies and personnel into team-centered business units.
Seasoned and highly accomplished information technology professional, with 11+ years of desktop support experience, 5+ years
of Point of Sales system Integration and Management, Command Center (CMC) Configuration Center (CFC) and Menulink, along with
5+ years in a systems administration role regarding customer centric and technology environments.
 In-depth IT Acumen, and skilled at conceptualizing and creating technological strategy with strong abilities in network
configurations, server management, programming, help desk operations, systems integration, and computer maintenance
 Analyze Existing Network for efficiency and effectiveness, including server performance, activity, memory and disk space
 Coordinated Server Security, backup, and restoration measures for unplanned outages or other network security issues
 Certified Support Center Analyst (HDI), and adept at establishing solid business relationships to ensure continuity in
operations and optimal learning & support
 Provide On-site Support to all clients and managers, and resolve problems relating to the operation of the network by
developing solutions to ensure the smooth operation of the system
 Extensive Aloha POS, Command Center (CMC) Configuration Center (CFC) Aloha Enterprise, and Menulink support.
C O R E C O M P E T E N C I E S
♦ IT Project Management ♦ Help Desk Operations & Management ♦ Technology Analysis
♦ Networking & Server Management ♦ HP Insight Management ♦ Systems Administration
♦ Aloha POS Systems ♦ LANDesk Management & WhatsUpGold ♦ Troubleshooting & Resolution
♦ Team Leadership ♦ Multitasking & Time Management ♦ Exchange / Active Directory
P R O F E S S I O N A L W O R K H I S T O R Y
IT SUPPORT MANAGER SEPTEMBER 2011 – PRESENT
ROMANO’S MACARONI GRILL – HOUSTON, TEXAS
EMPLO YEE OF THE YEAR 2016
Plan and manage all networking projects, budget, configuration, installations, and support for the restaurant group. Provide leadership
to the teams, in terms of router deployments and managing security systems to ensure business continuity. Manage LAN, Wi-Fi, and WAN
environment, with Meraki switches and routers, and improve network uptime with preventative maintenance, upgrades and training.
Demonstrate outstanding communication, technical efficiency, and problem-solving skills.
♦ Plan, manage, execute and move all Romano’s aloha POS from 6.5 to 12.3.32 by myself within three months to keep all 145
stores in PCI compliances and roll-out VOIP Phones to all stores on different VLAN
♦ Design and implement New network and install Meraki MR 64, MX 220, MR 18 to all 145 location
♦ Manage all users at the corporate office, setting them up with MS Office365, Active Directory users accounts
♦ Update all hired employees table in our HR Bridge using sql update, update all sales data, and managed closed site
♦ Supervise and guide all field tech when they are working at a site.
♦ Responsible for placing all IT equipment and managing all assets using sage assets tracking.
♦ Upgrade all restaurant ISP circuit and set up monitoring for them through Renodis.
♦ Maintain good relationship with all IT vendors and stay in good standing with all invoices.
♦ Manage and supervise helpdesk employees.
♦ Engage in rolling out new POS system (CBS North Star)
♦ In-depth knowledge of (NCR POS) Aloha POS System, including trans log issues, End of day issues, Aloha Enterprise, MenuLink,
CMC (deployment, file transfer, etc..), CFC (menu building, configuration, integration of third party application, etc..), Electronic
Draft Capture (EDC), Radiant Auto Loader (RAL), etc. In-depth knowledge and configuration of Kitchen Display System (QSR)
♦ Assume full accountability to configure, deploy, and manage the LANDesk Management Suite 9.5, while performing system
updates, including anti-virus through LANDesk System optimization
♦ Deploy, and manage, MX64, MS220, MR16, MR18 WhatsUpGold for monitoring all system devices to alert and down system
♦ Perform a critical role in leading comprehensive installations of Meraki routers throughout.
♦ Prepare documentation to keep track of all systems at a high technical level to aid diagnostics on systems prior to escalations
♦ Instrumental and effective in configuring Service Desk, Desktop Central, and deploying HP Insight Manager to ensure optimum
remote HP server management with HP Integrated Lights Out (iLO)

2. DZ I WOR N U “K WA MI ” L AD Z E K P O
15035 Westpark Dr # 413
Houston, TX – 77082
(214) 298-9115
dkladzekpo@yahoo.com
P R O F E S S I O N A L W O R K H I S T O R Y C O N T I N U E D …
SUPPORT DESK SPECIALIST DECEMBER 2010 – SEPTEMBER 2011
SOUTHWEST AIRLINE – DALLAS, TEXAS
Managed Remedy software customer reported tickets for telephony and high speed data repair issues ensuring optimal resolution. Used
Trouble Ticketing System software to accurately document problems, including diagnostic results and multiple product correlation as
well as escalation and repair performance information.
♦ Maintained a detailed account of activities in the form of daily reports relating to relevant data involving resolutions to network
and individual technical/IT issues
♦ Provided remote assistance and functioned as a central repository of information for all technical issues
♦ Promptly addressed and resolved issues while deploying software to corporate computers using SCCM
HELP DESK SPECIALIST JANUARY 2006 – AUGUST 2010
DFW INTERNATIONAL AIRPORT - DFW AIRPORT, TEXAS
Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical
advice and directions. Fielded incoming requests to the Help Desk Tracking system / Unicenter Software via both telephone and email to
ensure courteous, timely and effective resolution. Proficiently understood all airport systems, and gained HCI certification.
♦ Efficiently administered MS Exchange account, and maintained setup of user accounts and email, with Active Directory and
Hyena; resolved all on-line, network, and hardware related problems
♦ Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical,
business, and customer requirements
INFORMATION SYSTEMS SPECIALIST JULY 2005 – JANUARY 2006
ARINC – DFW AIRPORT, TEXAS
Oversaw and managed the administration and support of virtual system environments for both servers and desktops, while configuring
VLANS on department owned switches. Provided application support and enabled system logins for airline agents. Performed due
diligence while maintaining and configuring Active Directory and DHCP.
♦ Spearheaded efforts to ensure accurate management of backups and system upgrades, while optimum server management.
♦ Managed port and VLAN configuration on Cisco Switches
♦ Proactively managed flight information display system (FIDS) of 500+ monitors using a data flow from an Oracle database to
display flight information
♦ Managed and monitored physical and logical configurations, and provided expert solutions to rapidly growing, complex,
networks, including peripherals (ATB, BTP, DCP Printers, and etc.)
E D U C A T I O N & C E R T I F I C A T I O N S
DEVRY UNIVERSITY - IRVING, TEXAS OCTOBER 2005 – OCTOBER 2006
 COURSES TAKEN TOWARDS BACHELOR DEGREE IN NETWORK COMMUNICATION AND MANAGEMENT (NCM)
TARRANT COUNTY COLLEGE - HURST, TEXAS JUNE 2001 – MAY 2003
 ASSOCIATE DEGREE IN NETWORK TECHNOLOGY
Courses Taken: Network + Certified, A + Certified, Access English, Microsoft Server, Business Management, C++ Programming, Cisco,
Microsoft Network Security Design and many more...
C O M P T I A A + C E R T I F I E D | C O M P T I A N E T W O R K + C E R T I F I E D
T E C H N I C A L P R O F I C I E N C Y
Experience with Cisco Routers | Switches | Workstations and Servers. LANDesk | WhatsUpGold | Service Desk/Desktop Central
Dell Certified Tech | Certified Support Center Analyst (HDI) | Windows 7 | Windows 8/8.1 | Windows 2003/2008 Server
Aloha POS System – Installation (Hardware & Software) Integration, Configuration, and Support
Protocols: TCP/IP, IPX/SPX, SMTP, HTTP, FTP, POP, OSPF, IGRP, EIGRP, NAT, SNMP, VPN
O T H E R E X P E R I E N C E
Performed a lead role in developing & implementing backup systems for (2) full service doctor offices; installed, configured medical
software (EMDS) and maintained databases while leveraging SQL skills to improve functions