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.● Analyze existing process metrics to highlight areas of improvement● Streamline the modes of data streams for accurate reporting.● Manage information security review processes for RFP , risk assessments, and data breach response planning for sensitive PII and FERPA data briefings.

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 privacy practices.● 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 solutions.● 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