Donald Cook Jr., M.S. Email & Phone Number

New York City, NY, US

• Rehired to mentor a team after assisting with a special project in 2023 before accepting an FTE position. Was quickly promoted to Process Improvement Manager.
• Serving as a subject matter expert (SME), strategic partner to the Director, and mentor to the Team Lead, and team members.
• Build customer-facing guides, resolving issues and documenting issue summaries.
• Create a new SOP documentation protocol for internal process documentation,
• Lead information security risk assessments, while setting up and managing new API/LTI implementations and support existing clients.
• Develop processes to reduce wait time for escalations through self-service initiatives.

New York, New York, US

• Serve as a subject matter expert (SME) in API and LTI integrations to CIO’s, ensuring seamless connectivity between school district learning management systems (LMS) and the company’s digital content platforms.
• Handle complex integration issues, collaborate with Engineering and development teams to resolve software defects, and maintain information security protocols in line with industry standards.
• Lead information security risk portfolio assessments during integration setup, ensuring secure handling of personally identifiable information following school district requirements and customer requirements for data.
• Develop and implement integration testing strategies in collaboration with QA teams to ensure functionality, performance, reliability, and lead initiatives to optimize the integration ecosystem.

Cham, Zug, CH

• Resolve hardware and software integration issues for utilities company’s Gridstream product, collaborating with development, engineering, SQA, product management, and project management teams to develop customer.
• Collaborate with implementation and product owners to define data Service Level Agreements (SLAs) during project planning phase and ensured fulfillment through hand-off stages by managing project timelines.
• Manage technical implementations and integrations between gas, water, and electric meters with utility systems for capital investments through Responsible Scheduling and Six Sigma best practices.

New York City, NY, US

• Led team of 11 software engineers to successfully deliver LMS integration projects and support.
• Spearhead Lean Six Sigma project introducing automation into Marketo email drip campaign, saving $2M in costs and increasing efficiency.
• Manage technical implementations between courseware content platforms and institutional LMS.
• Guide LMS administrators through API/LTI and web service integrations, conducted federated SSO system communication tests, and managed account data within Salesforce.

New York City, NY, US

• Identified and Resolved major LMS integration issues, reducing escalated cases by 40%.
• Ensured secure and compliant environment by partnering with information security and RPF teams to complete security review forms, data security risk assessments, and disaster recovery plans.
• Manage information security review process including risk assessments and data breach response planning for sensitive Personally Identifiable Information and FERPA data briefings.

Washington, DC, US

• Serve as key IT analyst identifying and resolving critical issues for New Jersey offices and managing help desk ticket routing across 2 offices and 20 nationwide field sites.
• Rank #3 out of 25 technicians nationwide based on efficiency and productivity metrics.
• Leverage IAM and Domino user verification systems to manage access and permissions for 15,000+ customers.
• Conduct User Acceptance Testing to validate stability, user experience, functionality, and security compliance.

Trenton, NJ, US

• Implement a helpdesk ticketing system and processes, and reduce ticket volume by 40%.
• Support efforts of IT infrastructure optimization across 3 facilities.
• Spearhead the dynamic environment transition from Microsoft Lync/Polycom to Avaya VoIP phone system.

• Revamp security company website into high-ROI marketing tool, driving increased traffic and revenue.
• Optimize UX design and E-Commerce pricing structure to meet customer requirements and improving conversion rates.

New York, NY, US

• Managed Windows 7 OS imaging, configuration, and user data migrations
• Deployed and troubleshot McAfee Endpoint Encryption and Microsoft Outlook across the organization

Neptune, New Jersey, US

• Provided network and desktop support for 300+ users, while managing Active Directory accounts, batch files, and distribution groups

Lincroft, New Jersey, US

• Led IT support for over 3,800 PCs across main and secondary campuses

Tewksbury, MA, US

• Diagnosed issues with clients in person and via phone and communicated with parts depot techs to dispatch replacement parts to customer locations.
• Break-fix repair on Desktops, Laptop workstations, and Servers at client’s residencies,and commercial sites with on-site configuration

Cardiff, GB

• Provided onsite support to HQ staff and remote support to depot locations.
• Asset management and Infrastructure management
• Remote Support via PC Anywhere/RDP/VNC to fix pc issues for the entire workforce.

Round Rock, Texas, US

• Phone/remote support to diagnose issues with client hardware, and dispatch replacement parts to customer's location.
• Break-Fix repair for Dell branded PC/Laptop/Server equipment at customer's location.

• Manager of Retail client division, with one other technician reporting to me.
• On-site and Remote support for secured banking server environments, commercial clientele, and personal use clients.
• Point of Sale systems configuration and maintenance

Master’S Of Science, Information Technology

Bachelor’S Degree, Social Sciences

Networking, Information Technology