Jack Alexander Email & Phone Number

Omaha, Ne, Us

Plan, coordinate, and design all operational activities of the IT Department and provide direction and support for IT solutions that enhance mission-critical business operations. Primary areas of focus are security, networking, telecom, servers, desktops, and storage. Additional areas include monitoring tools, metrics, reporting, and external client services where needed. Fully responsible for developing and executing and approved infrastructure strategy, managing the resources and implementing high availability and resiliency throughout all REI systems. Essential Functions and Responsibilities: • Working directly with the CFO and Owners to implement technical operations strategies that advance the short- and long-term goals of the company. • Develop, implement, and maintain policies, procedures and training plans for network resource administration, appropriate use, disaster recovery, and business continuity. • Negotiate with vendors, outsourcers, and contractor to secure products and services. • Create, manage, and maintain budget requirements and projections for entire IT department including recommendations/approvals of all IT purchases for capital assets as well as consumables. • Provide advisory services and pre-sales consulting to assist the sales team in selling, deploying, and providing third tier support for REI products and services. • Manage all IT staffing, including recruitment, supervision, scheduling, training and development, employee evaluations and disciplinary actions.

Omaha, Nebraska, Us

• Improve Efficiency: Enhance the level of systems availability and reliability by identifying and remediating single points of failure. Create efficiencies by analyzing data to recommend changes to existing policies and procedures. Support OTC’s growth requirements through various initiatives including optimization, automation, and cloud computing. Develop and maintain departmental process and procedures that are aligned to ITIL best practice to streamline cost and service levels. Manage and support key metrics including SLA’s and OLA’s with business partners and vendors. • Leadership and Mentoring: Provide leadership and guidance to coach, motivate, and drive team members to their optimum performance levels ensuring they are focused on delivering the highest possible service for customers of the IT Infrastructure organization. Maintain a team centric environment instilling principles of accountability. Develop, prepare, and communicate individual and team performance expectations and goals. Provide regular and consistent performance feedback to direct reports and management team. • Process Improvement: Maintain departmental budget while periodically reviewing IT expenses to ensure lowest possible cost to both department and company overall. Maintain and ensure proper documentation and deployment plans are maintained. Liaise directly with both internal and external resources, including customers and vendors, as well as participate in the development of strategic and operational plans related to the enterprise system infrastructure to service and support business initiatives and priorities. Assist in identifying and recognizing potential areas where existing policies and procedures require change, or where new ones need to be developed.

• Service Desk Management: Provide leadership to all IT Service Management processes for 650+ employees across NMC’s 18 facilities spanning 5 states. Oversee requests, incidents and problems. Act as final escalation point for all requests and incidents. Manage and coordinate urgent, complicated, and confidential support issues. • Improve Efficiency: Provide an effective and workable IT framework utilizing a blend of ITIL and Lean Six Sigma for management and continual improvement of IT Service Management by leveraging enterprise client management systems (Microsoft SCCM, SCOM, and SCSM) to drive efficiency and effectiveness in all IT administration. Ensure appropriate tools, training, and processes are utilized to provide exceptional customer excellence, and maintain high standards focused on quality, accuracy, and efficiency. Review and implement continual improvements to streamline cost and service levels. Effectively manage support metrics, KPI’s, and SLA’s• Leadership and Mentoring: Train, coach, and mentor IT Staff on NMC Values and Culture. Responsible to oversee staff activities. Provide leadership guidance through mentoring team members and helping them achieve higher levels of accomplishment. Provide a challenging environment and opportunities for career advancement. Encourage continual Enterprise and personal growth in skills of others.• Process Improvement: Provide leadership for key project initiatives. Manage IT equipment, standards, and purchases. Effectively identify, deploy, and manage enterprise resources. Provide research, guidance, and recommendations for user standards. Ensure licensing requirements are maintained.

• Designed, configured, implemented and administered network server hardware, operating systems, routers, switches, wiring closets, and other communications links providing solutions that integrated computer and voice devices into the LAN/WAN. • Optimized LAN/WAN for optimal performance, maximum availability, minimal maintenance and competitive cost. Performed preventative and fault isolation maintenance on LAN/WAN. • Designed, configured, implemented, and administered network security features for LAN/WAN including VPN, Firewall, Web Content Filtering, Anti-Virus/Anti-Malware software and appliances.• Designed, acquired, deployed, and maintained all NMC Phone equipment including phone system, call center, and mobile phones. • Evaluated, reviewed, and recommended vendor support contracts based on technology needs. • Maintained a wide range of end user hardware and software. Performed remote hardware and software installation and upgrades. • Researched, evaluated, recommended, and procured hardware purchases for NMC locations and users. • Provided Microsoft Exchange and Lotus Domino email administration as well as archive/restoration requirements for business critical communication both internally and with NMC’s customers and vendors. • Provided Top Tier Service Desk support escalation investigating and troubleshooting issues to full resolution.

• Responded to requests for Service Desk issues.• Ensured all Service Desk requests are logged, assigned, and followed through in a timely manner. • Identified and escalated issues requiring urgent or confidential attention.• Diagnosed technical issues and determined solutions by researching issues using available resources and documentation.