William Hackett Email & Phone Number

Washington D.C. Metro Area

Contracts Systems (CRM) Administrator and Helpdesk Systems Administrator providing enterprise systems solutions and technical support for the contracts management team. I serve as the information systems service manager and the Service Level Agreement SME. I lead the cross-functional collaborations for all departments, third-party vendors and triage all internal and external inquiries via Customer Service Software/ticketing system.Systems Administrator:1. Zendesk (Customer Service and ticketing system) to manage 250+ active users. 2. Foundation/Connect Contract CRM built on SalesForce.3. Fluxx.io for the legacy Contracts/Grant Management CRM.4. E-Agree, Contract Negotiation Management System is currently in UAT.Solely provide Tier 1 & 2 technical support with ticket resolution within an enterprise environment of 250+ employees and two remote branches. Customize and configure the ticketing system’s business rules, workflow, triggers, automation and departmental macros.Serves as a Subject Matter Expert for all systems of record in use and ensures that accuracy of information dissemination occurs for external customer issues and all issues are resolved quickly and professionally. Successfully implemented Metadata and “tags” to report and monitor the helpdesk’s trends for the Science groups, Operations, and Admin services. Serves as the helpdesk “technical lead” by maintaining HelpCenter’s knowledge base solutions and FAQs content and all online resources (nomenclature) accurate and functioning properly.Collect the data to enforce applicant appeals within PCORI’s submission policies and present recommendations for funding.Developed new staff training for Tier 1 & 2 workflows support with documentation of new and existing procedures. Troubleshoot client portals and systems’ logs to identify and to correct potential malfunctions and to reduce downtime.UAT for SalesForce/FoundationConnect and E-Agree contract negotiation management system (CNMS).

Acted as the sole as the Systems Administrator and Network Administrator for the information systems infrastructure and network security. Managed local and virtual private networks, virtual and physical servers, Internet and Intranet services, email and web-mail, and computer operations with web-integrated applications. Defined, delivered, and support strategic plans for implementing information technologies. Verified application results by conducting system audits of technologies implemented. Implemented disaster recovery and backup procedures as well as information security and control structures. Recommend information technology strategies, policies, and procedures. Prepared annual budget, schedule expenditures, analyze variances, and initiate corrective action.In 2015 launched the association’s first convention and donation App with EventMobi (Apple, Android, & web-based). Saved over $200,000 in outsourced information systems/services by performing and developing in-house procedures. Increased efficiencies by eliminating vendor dependency and taking direct responsibility in overall systems administration and network monitoring using new tools such as Kaseya for a single integrated IT Software Management System. Upgraded to Sophos’ Firewall and implemented Unified Threat Management with Active Directory Authentication.Improved UTM remote access for telecommuters and remote users via virtual private network (VPN) and Terminal Server.Reduced costs by providing direct and immediate CRM / EMS / LMS support for systems upgrade.Upgraded association’s membership/fundraising management systems from iMIS 10 to iMIS 20.

Contracted to Maryland Transit AdministrationMaintained and customized the web-based Learning Management System (LMS); utilizing TrainingPartner’s relational database application for 3500(+) Maryland Transit Administration agency employees in 148 departments. Analyzed integration strategies and guided cross-functional teams in the configuration, development and launch of leading eLearning technology-based solutions.Successfully integrated the agency’s Learning Management System and DuPont eLearning Suites On demand customized library options to make content site-specific.Designed and implemented training courses and program development for the Maryland Transit Administration Office of Operations Training staff and analyzed training effectiveness.Evaluated/integrated strategies and guided cross-functional teams in the configuration, development, and launch of leading edge technology-based solutions to maximize functionality.Performed post-implementation analysis and recommended modifications and improvements.Performed technical support as a Subject Matter Expert for the Subject Matter Experts, instructors, learners, and administrators. Forecasted the stakeholders’ expectations for training events, critical job competencies, success indicators and required drivers for success with the ADDIE and Kirkpatrick models.Published SCORM and AICC courseware using software simulation, interactive media, and eLearning.Managed Two-Step verification via the State’s intranet access.

Managed Blackbaud - Raiser's Edge for $50 million social service agency using enterprise CRM application. Led a team of three direct reports and managed $500,000 operating budget. Developed and maintained database environment. Troubleshot and resolved problems for all applications and servers, system wide software modules. Created best practices for database environment. Instituted procedures for business continuation planning (backup and recovery). Partnered with application developers to design security systems to establish end-user access to database. Led cross-functional teams in reconciliation and audit of agency’s financial data.Converted agency’s MSSQL 2005 Server Express to MSSQL 2008 Server Enterprise and migrated to a web-base host and cloud environment, enabling end-users to connect/access database from a web-browser.Awarded Agency Certification verifying merchant credit card protocols for passing merchant Internet systems tests to determine compliance with Payment Card Industry (PCI) Security Standards.Improved efficiency by monitoring system security, capacity, and improving data integrity.Developed user manuals for payments transactions and designed templates for reporting.Migrated five databases, optimizing processes and increasing data integrity in response to merger via Citrix Metaframe.

Served as the information systems and information technology liaison between the U.S. headquarters in Washington, DC and International Headquarters in Innsbruck Austria (Europe). Severed as the USA CRM Database Administrator for Blackbaud - Raiser's Edge and Financial Edge. Acted as designer and content manager for the national website and donation portal. Delivered critical computer information systems and technology support to secure the organization’s data and network infrastructure. Assisted researchers with collecting, analyzing critical data for fundraising and financial support. Budgeted and managed all IT expenses.Led the selection and implementation of the Database Management System (DBMS); Ensured the physical integrity and configuration of production databases, performing modifications, and facilitating DBA-level access as for all applications.Monitored database user access and physical capacity, analyzing informational messages that are specific to systems operation. Supported disaster recovery as the contact for WatchGuard’s appliance and LiveSecurity Service Subscriptions.Integrated the Raiser’s Edge database (v6.4.4 ASA through v7.6 SQL to Raiser’s Edge v7.71) with Financial Edge for accounts receivables/payables. Enhanced the Raiser’s Edge software to accommodate changes in the business environment.Installed new Voice Over IP (VOIP) Cisco Unified IP phones, routers, and telecommunication hardware devices. Performed hardware/software updates on servers, desktop PCs, notebook computers, routers, and firewall devices.Managed network remote access, network multifunction devices, email and FTP services.Successfully established Wide Area Network (WAN) for the U.S. and Europe office (Munich).

Designed, developed, and maintained all computer-related hardware and software for system serving remote locations from single server in Hunt Valley. Managed telecommunication’s system for 60+ workstations and telephone points. Responsible for maintaining electronic access security system. Analyzed and designed contingency plan for Y2K compliance for all computer-related hardware and software.

Bachelor Of Science (B.S.), Computer Information Systems

Information Systems Security (Cissp)

Network+, Cyber Security Program (Dod 8570)

Certificate, Oracle V8I (Ocp) Database Administration