Select qualified board members to assist in development decisions and present to the other board members for approval. Research and implement activities and specialized training that will enable youth to adapt to a positive future. Recruit funding to keep Vinton Town Square free for all.

Use Azure Active Directory to create, disable, and delete user accounts, set up enterprise applications to work with could software, and assign roles for Azure only accounts.▪ Implemented RapidFire Tools Compliance Manager software on multiple servers to communicate with devices and perform quarterly vulnerability assessments on 14 clients and met with MIS Technology Group managers to discuss remediation of issues.▪ Implemented KnowBe4 Automated Security Awareness to deliver client training and anti-phishing education to 20 clients, effectively reducing risk, and meeting quarterly with client executives to discuss results.▪ Use Microsoft Security Center ATP to find and remediate vulnerabilities, reduce false positives by tuning alert settings, perform incident response, and create policies, processes, and procedures for others to follow.▪ Develop and maintain knowledge base information, as well as cybersecurity policies for MIS Technology group and our clients.▪ Use Azure Active Directory and On-Prem Active Directory to perform Identity & Access Management managing account life cycles for 8 clients, creating IAM security policies, processes,and procedures to meet regulatory requirements.▪ Contact clients who submit an Simplesat I’m unsatisfied customer satisfaction review to assure the client their feedback matters and their issue will be researched further.▪ Perform monthly staff audits on customers to eliminate stale accounts in On-Prem Active Directory and Azure Active Directory and Microsoft shared mailboxes.▪ Troubleshoot other assigned level II support tickets as needed.

Lead a team of 4 Help Desk Technicians and assist with scheduling of the onsite Field Technicians.▪ Build an onboarding manual eliminating access gaps, design inter-departmental communications, and maintain departmental handbook.▪ Troubleshoot hardware and software issues from incoming calls and support tickets as well as open.▪ Bring social engineering awareness to the Help Desk.▪ Function as an Incident Manager by dispatching tickets, monitoring aged tickets, and escalating tickets to higher support teams.▪ Create and maintain cybersecurity policies on Active Directory passwords and account lifecycles which are managed by the Help Desk.

Monitor Solarwinds for interruption of data between district offices and server irregularitiesMonitor Spectrum Event Manager and ServiceNow Event Manager for critical alerts and dispatch alerts in ticket form to appropriate teamsUse ServiceNow to maintain knowledge base documents for team membersLiaison between Service Desk and Infrastructure teamsUse Control-M v9 to monitor batch, edit conditions, change command lines and moreLead conference call for major incidents and problemsMonitor ServiceNow incidents to prevent service level agreement breachesDisaster Recovery SME for teamParticipate in CAB and Incident Management and Problem Management meetings

Lead a professional team of 3 Level II Service Desk reps and 5 Level I Service Desk representatives and during essential intervalsCoordinate reoccurring monthly level I & level II meetings presenting monthly call volume, email volume, first call resolutions metrics and expected departmental goalsMaintain lifecycle of segregated vendor Cisco Wi-Fi accounts and maintain employee Active Directory accountsCreate and revise password the distribution methods for all passwords managed by Service Desk aligning to a more secure deliverySubject matter expert in McAfee Endpoint Encryption and MobileIron mobile device managementPerform expert services for clients with Citrix, AppV, XenApp, and virtual desktops environmentsUse ZixCorp Secure Email to expire emails with PHI or PII that have been sent to external mail recipients in errorUse Avaya CMS supervisor R17 to assign staff either to eBusiness Service Desk phone support or Service Desk phone support, or assign a split queue, to reach goal of 94% answer rateSet lunch and beak schedules for staffProvide level I & II technical support on hardware and software problems via Desktop Director for internal employees, providers and insurance groups and escalate unresolved issues to appropriate department via ServiceNow meeting SLA’sUse SharePoint 2010 to create and maintain webpages for all employees and knowledge base documents used by Service Desk staff when assisting clientsProvide monthly metrics in excel format for each staff member on call volume, incident tickets created, 1st call resolution, and other totals which are used by management for performance evaluationsDesigned structured training for new employeesDe-escalate hostile calls received by Level I & Level II staff members

Operate Xerox laser printer to produce mass reportsMaintain and operate IBM 2086 Z Series 890 mainframe and VTSPerform IPLs weekly after ensuring weekly backups have completed successfullyUse Control-M v9 to monitor batch, edit conditions, change command lines and moreMonitor alerts and dispatch incident tickets to appropriate teamCreate and maintain production reports in TRMS & Control D