Glen Buchanan Email & Phone Number

Washington, Dc, Us

* Establish an information security management system and appropriate policiesbased on the client’s organizational strategy* Conduct Gap Assessments to understand the current and desired posture of theorganization* Maintain enterprise risk management program* Gather and organize audit evidence* Guide clients on control implementation

I have provided expertise and guidance to small businesses and nonprofits in implementing and optimizing IT Systems Security and Service Management practices within their organizations. My main focus has been on ensuring the efficient and effective delivery of secure IT services. Working closely with stakeholders, I analyze existing processes and recommend improvements to enhance service quality, security, and compliance. Additionally, I strive to minimize downtime and align IT services with… Show more I have provided expertise and guidance to small businesses and nonprofits in implementing and optimizing IT Systems Security and Service Management practices within their organizations. My main focus has been on ensuring the efficient and effective delivery of secure IT services. Working closely with stakeholders, I analyze existing processes and recommend improvements to enhance service quality, security, and compliance. Additionally, I strive to minimize downtime and align IT services with the overall business objectives.* IT Help Desk Implementation* Vendor Assessment and Selection* Asset Classification* Data Classification / DLP* Cloud first strategy* Security Training and Awareness program design* Compliance framework overview and implementation* IAM Framework and tool implementation* Business Continuity Planning Show less

Boise, Idaho, United States

Ensured the efficient functioning of organizational resources by optimizing system operations, coordinating projects, ensuring security and compliance, managing budgets and resources, and providing exceptional IT service management.* Designed and implemented enterprise mobile device management security initiative for ~300 device macOS fleet with JAMF Connect and JAMF Protect for end point protection* Remodeled IAM program to universalize 2FA / MFA across the organizational… Show more Ensured the efficient functioning of organizational resources by optimizing system operations, coordinating projects, ensuring security and compliance, managing budgets and resources, and providing exceptional IT service management.* Designed and implemented enterprise mobile device management security initiative for ~300 device macOS fleet with JAMF Connect and JAMF Protect for end point protection* Remodeled IAM program to universalize 2FA / MFA across the organizational assets to initiate zero trust model utilizing Okta * Evaluated and upgraded network infrastructure for multiple office buildings empowered by Fortigate endpoint protection * Steered and approved bi-annual security training initiatives in compliance with PCI DSS and SOC II standardization * Reviewed and and directly oversaw replacement of HR information and performance management systems (Namely, Rippling, Gusto) Show less

Boise, Idaho, United States

Ensured the efficient functioning of organizational resources by optimizing system operations, coordinating projects, ensuring security and compliance, managing budgets and resources, and providing exceptional IT service management.Customer Education and Technical Training:Successfully implemented machine learning techniques, resulting in a 33% reduction in incoming technical support tickets and a monthly decrease of 12,000 tickets.Developed a tiered technical support system that… Show more Ensured the efficient functioning of organizational resources by optimizing system operations, coordinating projects, ensuring security and compliance, managing budgets and resources, and providing exceptional IT service management.Customer Education and Technical Training:Successfully implemented machine learning techniques, resulting in a 33% reduction in incoming technical support tickets and a monthly decrease of 12,000 tickets.Developed a tiered technical support system that reduced new hire training time by 64%, leading to immediate improvements in response times to technical support queues.Support Operations / Help Desk:Analyzed and optimized support technical processes to align with departmental vision, goal metrics, and drive business value.Architected and implemented technical solutions such as: Zendesk, Intercom, Salesforce, AWS, Zoom, Google Workspace, and Slack.Created a departmental intranet for performance management data analysis, team member dashboards, and reporting.Led a successful hiring initiative, recruiting and onboarding over 50 entry-level technical support specialists within a 90-day timeframe, resulting in an impressive 80% retention rate after 2 years.Quality assurance Introduced a comprehensive quality assurance program that significantly improved customer satisfaction rates for technical inquiries by 7%, reaching a 93% satisfaction rate.Coordinated the development of an internal quality assurance integration with Zendesk, streamlining the quality assurance process doubling our efficiency Show less

North Carolina