Javier Barajas Email and Phone Number

As IT Service Desk Manager my responsibilities include supporting all aspects of staff management from onboarding, training, retention and mentoring. Responsibilities continue with providing oversight of the service desk systems and processes while implementing adjustments and providing process improvement with a vision toward Information Technology Infrastructure Library, ITIL methodology. Service desk performance management is achieved through Key Performance Indicators, KPI data gathering and analysis to drive strategic decision-making. Other duties include maintaining service desk ticketing system, call center solution, in-house documentation and building a knowledge base for Artificial Intelligence, AI chat bot services.

Responsible for evaluation and coordination of operations within the Kansas Department for Aging and Disability, KDADS. Coordinates special projects, provides direct supervision and oversight to the agency’s operations business processes and procedures while providing the highest level of efficiency. Gather data, study work processes, identify problems and utilize technological and analytical tools to provide solutions for multiple commissions within KDADS. Tasks include grant and contract development, state and federal reporting requirements, IT projects and other requests such as develop and manage proposals. Supervise staff positions performing functions such as front desk/reception, facilities/building management and overarching agency operations.

Responsible for managing 9 help desk technicians and technical services for the Kansas Criminal Justice Information System, KCJIS. The KBI Help Desk also serves as tear 1 support for 300 internal customers. Manage to day to day operations with a 24x7x365 team during a national pandemic.

Currently training in the area of digital evidence examinations by means of an intensive two-year training program to include the handling of evidence, preserving the integrity of the evidence, imaging and analyzing the data for both computers and mobile devices, report writing and court testimony.

Responsible for managing 9 help desk technicians and technical services for the Kansas Criminal Justice Information System, KCJIS. The KBI Help Desk also serves as tear 1 support for 300 internal customers. Over the six month span of this interim position I had the privilege to take the lead on planning a call center solution, security camera expansion and a key application roll out touching many aspects of KCJIS. Other highlights of this role include hiring and mentoring staff, finish implementing new VoIP phone system agency wide and planning/testing KanLicense driver’s project.

As a lead Help Desk Technician my primary duties include Tier 1 support of 175 internal users and nearly 10,000 external users in a Microsoft Windows environment. Create and maintain 400+ Standard Operating Guidelines used by co-workers as well as external customers. Work closely with the unit Supervisor to hire and train Help Desk staff. Maintain a leadership role within the unit to provide a viable resource other Help Desk Technicians can rely on. My training duty also expands to the local Law Enforcement community who we provide a mission critical – life saving service. This position requires a deep understanding of policy and technical knowledge of the Kansas Criminal Justice Information System, KCJIS. The KCJIS community includes local Police and Sheriff Departments as well as the local Jail and Court systems. In this position I work closely with the unit Supervisor, internal and external IT staff, local agency point of contacts and agency vendors. Together we plan, test, train and implement multiple applications, servers and switches. These projects are deployed in a MS-Windows Virtual / SAN or physical environments.

In this position I was part of a team that supports a 7x24x365 Network Operations Center. Performed problem resolutions on assigned tickets involving the configuration, management, monitoring and troubleshooting of data voice and video systems. Applications used to support the statewide network are Kansas Information Resource Management System, HP OpenView network monitoring system, CA eHealth monitoring system, CISCO Network Node management and Transport System. The telnet, FTP and data capture tools were also used to resolve issues. The ability to resolve issues quickly and accurately were expected as well as excellent communications with vendors and clients alike.

The primary tasks of this postion was to monitor the Mainframe and AS400 systems supporting all State of Kansas agencies.