Alex Harkleroad Email & Phone Number

Responsible for serving as the senior technical leader for client implementations. Responsibilities include the collection, evaluation, and dissemination of technical design configuration requirements to the implementation teams. The SDM also works closely with Sales Engineering, other implementation engineering and project management teams to architect a fully functioning design based on TierPoint standards to ensure an excellent service experience for TierPoint customers. The ideal candidate will have a diverse technical skillset with an expert level focus in Networking, Virtualization, or Security.

Kansas City, Missouri Area

Lenexa, Kansas

IT Manager, June 2015 – Present• Co-conceived and implemented colocation data center encompassing multiple mini-colocation centers, offering semi-private data suites, managing infrastructure (space, power, cooling and bandwidth), with client management of actual facility. Provide additional value-added services, including offsite troubleshooting and resolution, and onsite diagnosis and resolution of issues on per incident basis. • Direct support and maintenance of corporate technology and infrastructure and oversee third-party vendor for comprehensive network, including:o Manage Network Operations Center (NOC) team, establishing KPIs and ensuring all SLAs are met.o Built Contingency Plan with redundancy, secure data center access, creating both business continuity plan and disaster recovery plan. o Determine and implement all system and applications updates.o Create long-term strategic plans for internal and customer facing infrastructure.o Research, design, and analyze current and available network and infrastructure monitoring tools.o Maintain Amazon Web Services (AWS) side of website, ensuring backend 24/7 availability.• Successfully obtained SOC 1 and SOC 2, and SSA-16 certifications due to initiation and execution of strict IT policies, encompassing system, security DVR and facility access parameters, password audit and management, physical security, key security, auditing and logging of all changes. • Employ cybersecurity risk management, including implementation of firewalls (WAN/LAN), evaluating exposure of specific systems, utilizing Network Protect ISP router product for application protection (blocking, rate limiting), internal network separation, and developing connections with KC Fusion Center for potential attack (phishing, DDoS, malware) and overall awareness. • Increased sales revenues 300% between 2014 and 2016 necessitating new building and infrastructure.

Lenexa, Kansas

• Delivered proactive and reactive support and maintenance for corporate technology infrastructure from desktops to network administration, providing end-to-end user support for full lifecycle of all IT systems.• Designed and deployed ISP Grade Network switch and router management, with internet services, incorporating three carriers in a fully redundant network, providing a blended bandwidth product for resale. • Choreographed comprehensive network changeover in four hours, with side-by-side build of existing and new networks, without client downtime, including vendor research, contact and sourcing. • Produced, tested, executed and supported full Windows domain, Microsoft Exchange implementation, and SQL server environment for company use, with suite of network, server, desktop, and facility monitoring tools including BGP route optimization and UPS management. • Devised customer data recovery plan service (added this as a new service), recovering data from drives via forensic toolkit without altering data. • Developed, formulated, and supported multi-building WiFi solution for both secure internal use and unsecured customer use, initiating new internal and customer trouble ticketing system.• Generated, tested, and built change management, IP management, and backup systems, including SolarWinds N-able, Brocade Network Advisor (change management).

Kansas City, Missouri Area

• Supervised 30 direct reports in Technical Support Service Center for internal customers at headquarters and company owned and franchise offices. Employee management encompassed training, performance reviews, dismissal input, discipline and action plans, mentoring, coaching, and general oversight. • Created action plans for direct reports based on call quality, First Call Resolution (FCR), Customer Satisfaction (CSAT) based on surveys, and call time metrics. • Maintained and updated technical support knowledgebase in H&R Block proprietary application. • Identified employee with dyslexia, struggling with concepts and customer service, coaching employee successfully and preserving hire. • Defined and refined call metrics with management team, determining reasonable averages for each call type.• Assisted in training of new and seasonal staff in internal systems, ticketing system, and troubleshooting steps.

Lenexa, Kansas

• Delivered desktop support via phone and onsite for businesses and individuals using Windows and Mac Operating Systems. and support internal and customer Windows, Novell, Apple, and Linux servers.• Supervised two Help Desk employees, interviewing, hiring, and dismissal, discipline, verifying call quality metrics, offering Tier II support for escalated client needs, scheduling, and knowledge based training. • Manage, update, and deploy Cisco, WatchGuard, Extreme, and other brands of network devices including switches, routers, and firewalls.• Collaborated with customers to plan, develop, and deploy a range of IT systems including Windows domains, Exchange implementations, and business specific applications and backends.• Maintained inventory of servers, desktops, switches and routers via asset management application, monitoring $500,000 in concurrent inventory on average. • Provided one-on-one and classroom instruction (10-15 per class) over three to six weeks, for customers on topics encompassing Windows OS utilization, Microsoft Word and Excel, and basic networking.• Authored all classroom coursework, including lesson plans and competency test.

Install, setup, and maintain desktop systems and applications for student use (K-12). Systems include Windows NT4 Workstations, Windows NT4 Servers, Macintosh (OS 7 and 8), DOS 5.1.