Dana Hogan Email & Phone Number

Kansas City, Missouri Area

My passion and strengths have consistently been focused on process improvements, problem solving, and overall Client Satisfaction. Currently, I manage the Purchase and Asset Management including Asset Delivery and the Endpoint Administration functions including the image, applications and security on the company’s endpoints. In addition, I manage the Access Management function which entails the provisioning and governance of the associates Identities as well as the Service Desk which spears the technical support delivery processes for the associates. These processes continue to be challenging due to the number of locations, devices, applications, and job roles in the company. I also lead the Change Management processes for the IT Division. Manage 4 separate technology teams:1. Endpoint Administrators including conference room A/V technology’s and the Technology Advocate role (Tier 3 Support)2. Service Desk (Tier 1 and 2 Support)3. Access Management Analysts (Identity and Access Management and Governance)4. Purchase and Asset Management The teams consist of 14 Including a Service Desk Manager.

Manage 5 separate technology teams:o Windows based Network Administrators/Engineerso Linux based Network Administrators/Engineerso Desktop Analysts (Tier 3 Support)o Service Desk (Tier 1 and 2 Support)o Access Management Analysts (Security/User Provisioning)The teams consist of 27 individuals including two Server Systems Managers, a Service Desk Manager, and an Identity Access Manager

Manage 5 separate technology teams: o Network Administrators/Engineers o Infrastructure & Storage Administrators/Engineers o Desktop Analysts (Tier 3 Support) o Service Desk (Tier 1 and 2 Support) o Access Management Analysts (Security/User Provisioning) The teams consist of 27 individuals including a Server Systems Manager and a Service Desk Manager Plan, coordinate, direct, and design all operational activities of the technical teams listed above. Provide direction and support for IT solutions that enhance mission-critical business operations. Collaborate with the executive management team and decision makers in the other bank departments to identify, recommend, develop, implement, and support cost-effective technology solutions for many aspects of the organization. Implemented company's first Service Management solution, which included Service Desk, Purchasing and Invoicing, as well as Change Management. All of these processes are now streamlined, non- paper based, and extremely efficient.

Managed 2 separate technology teams: o Desktop Analysts (Tier 3 Support) o Service Desk (Tier 1 and 2 Support) The teams consist of 6 individuals. Created a standardized method of desktop support across all banks and institutions to include the bank's very first help ticket system and remote access. Implemented standardized hardware and software, remote access support, and utilized hardware maintenance contracts to eliminate all desk side services to the bank branches. Upgraded over 1000 computers from Windows 95 to Windows 2000 at over 100 locations in 12 weeks using imaging and remote support. Created standard "Branch in a box" method of opening up bank branches. What used to take 7-8 days now can be completed in 1-2 days.

Call resolution, technical troubleshooting, technical documentation and branch openings. Respond to all incoming technical inquires, disk imaging/workstation deployment, printer deployment, IP address assignments and user training.