Harold Mansfield Email & Phone Number

United States

Troy, Michigan, US

- Remote Work Technology Coach and Consultant. - Responsible for delivering responsive, high-quality IT support to small businesses, remote professionals and small teams, addressing a wide range of technical issues, from routine troubleshooting to more complex challenges including technology coaching, and remote work consulting. - My position requires me.

Somerset, New Jersey, US

• Managed user access requests and permissions across multiple platforms including Active Directory, Mainframe, OKTA, Cyberark, Mac OS, Windows as well as proprietary medical applications and databases.
• Supported 35K+ remote end users from Evernorth/Cigna/Express-Scripts (and their overseas contractors), and across healthcare including Blue Cross, Highmark VA, DoD, Education, Municipalities, Unions, private.
• Primary tasks included medical application support, remote technology troubleshooting, working with department supervisors to control access to critical medical applications and databases.
• Led the team in QA and proficiency metrics well above targets (93% or better). Helped the company avoid multiple SLA violations, leading to improved client satisfaction, and increased company revenue.

Somerset, New Jersey, US

• Supported 35,000+, 100% remote end users across Evernorth/Cigna/Express-Scripts (and their overseas contractors in India, Mexico, and The Philippines).
• Solved hardware, software, and network issues including (but not limited to) Cisco Meraki, Aruba, VPNs, Citrix Desktops, Avaya phones, LANs, Zscaler, Office 365 while creating ServiceNow documentation, and building.
• Managed user access requests and permissions across multiple platforms including Active Directory, Mainframe, Cyberark, Mac OS, Windows as well as proprietary medical applications and databases.
• Saved the company from SLA violations. Provided high-quality customer service, resulting in improved client satisfaction and an increase in revenue.

• Specialized in helping small business clients to improve their organizational security postures, including training stake holders and managers on device and operational security,
• Instituted security controls including small office backups, LANs, data security fundamentals, and setting data access and control procedures.
• Successfully investigated and resolved website security incidents, recovered lost and hacked accounts, and implemented regular Windows security updates to ensure system stability, and protect against vulnerabilities.

• I maintained and either deployed or provided step by step to implement critical security updates on Windows systems, MAC OS, mobile devices, and WordPress websites, ensuring minimal downtime and maximum efficiency.
• Managed and consulted with third-party service providers and external teams to ensure seamless workflows and prevent business disruptions.
• Increased revenue due to proper administration and security controls resulted in uninterrupted business operations, improved client satisfaction.

• Built, managed, maintained, and protected company websites.
• Increased business leads through effective UX/UI design, marketing, and SEO strategies.
• The increase in business leads along with proper website security controls to eliminate downtime led to increased revenue for my clients.