• Managed the technology team; coordinated vendors and project workload• Led rebuild of network after back-to-back ransomware attack and major weather event three weeks into role• Oversaw installation of camera security system throughout facility• Coordinated technology efforts to relocate patient unit to annex and building a new unit in the hospital• Implemented inventory of systems, process for recycling and destruction of storage media• Audited processes and systems to assess performance and meet compliance standards• Created standard reporting for access and control system

• Implemented ticketing system for team accountability and reporting• Compiled a working list and prioritized outstanding projects and tasks across departments• Managed technology team and their workload• Coordinated backlog of updates with EHR vendor

• Implemented new policies, processes and communication strategies. Created and tracked SLAs and KPIs. Reduced monthly ticket volume by 60% over 10 months. IT Survey at four months rated the Service Desk a 4.5 out of 5.• Managed Service Desk team to promote incident resolution, customer satisfaction and personal growth. Created annual goals and personal development plans. Maintained daily communication in remote environment through messaging, email, calls and video calls. • Created reporting for leadership to illustrate SLA and KPIs to ensure consistent service levels. • Managed projects including: in-office space consolidation and move, deployment of 100 laptops for hardware refresh, and deployment of Duo two-factor authentication for Windows login.

• Post-merger, managed Systems Analysts and Applications Specialists to administer core Infrastructure, Communications, Endpoint and Security duties. • Developed and implemented a Vulnerability Management program for Backlog and Business As Usual (BAU) vulnerabilities, Compensating Controls, and Risk Acceptance documentation. Coordinated remediation of 133 backlog vulnerabilities including 2 large scale projects for Spectre and disabling TLS 1.0 protocol for 1,200 servers.• Coordinated remediation work with ServiceNow Projects and hosted weekly update meetings. Produced scorecards of bi-weekly backlog and BAU remediation efforts for CIO Direct Reports.• Managed configuration and deployment of security software. Audited for expired Windows OS, network iOS, and equipment, and for propagation of security software to drive updates for compliance requirements.• Oversaw Change Management Program and led Change Advisory Board (CAB) through twice-weekly meetings to coordinate communications, support and back-out planning.

I was promoted to lead the AAA Oklahoma / South Dakota organization’s Information Technology Department. I restarted the IT program by standardizing the team structure, implementing a Service Desk ticketing system and setting support standards for 45 retail sites and call center with 500 associates/independent agents in two states overseeing a budget of $1 million. I also managed vendor support contracts for all hardware, software and telecommunications. I collaborated with executives, department heads and branch managers.

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