• Monitor IT vendors for adherence to SLA’s, contractual requirements, Bank objectives and IT related risk.• Coordinate all IT 3rd parties during disaster recovery or BCP incidents and manage the event and parties for resolution.• Assist Executive Management with developing process improvement strategies and assist in long term strategic planning for all Bank related IT resources.• Maintain, monitor and reconcile the Bank’s assets on a quarterly basis.• Help create, monitor and delete system user roles within telephone system.• Maintain detailed procedures on all tasks performed by the Bank Technology Department to ensure ongoing continuity.• Work with internal and external Auditors and Regulatory Agencies as needed.• Work closely with the Bank’s MSP and other outside technology vendors to perform hardware or application installation, maintenance or updates as needed. Ensure that all updates or installations are completed in a timely fashion, are tested and submitted to Change Management• Perform vendor due diligence (Forcht Bank Vendor Management Policy). This includes ensuring that the vendors RTO’s and RPO’s are congruent with Forcht Bank requirements and are being met.• Ensure that Forcht Bank applications, technology and infrastructure meet the tenants of the Forcht Bank IT Security Policy, the Forcht Bank BCP/DR policy and Forcht Bank Change Management Policy. Promptly address and suggestion improvements or deficiencies.• Participate in Forcht Bank BCP/DR testing as well as vendor BCP testing as needed to meet the Forcht Bank BCP Testing Policy.• Assist the ISO in managing cyber-attack vectors and responding to cyber related security events. This includes vulnerability remediation as needed.• Develop and assist with the implementation and management of the M365 suite of products• Manage and monitor all service desk tickets, staff, and processes to create a best in class internal service desk for application support.

Manage IT services delivered by third party suppliers.Develop and manage workflows for incident and problem management, ensuring adhearance to SLAs.Ensure delivery of service requests is on time and within budget.Recommend technology solutions to best meet business goals.Ensure IT compliance with banking regulations.Primary point of contact for all IT services provided by and delivered to Forcht Bank.Create IT policy, ensuring relevence to current technology.

Member of the Key Technology senior management team.Oversaw transition of service delivery to third party vendors as company dissolved.Stayed with company as active member of transition team during outsourcing transition.Managed IT service delivery to all businesses within the Forcht Group of Kentucky including banking, healthcare, broadcasting, credit, and insurance companies with over 700 total users in 127 locations.Managed endpoint deployment projects annually for each business using waterfall methodology finishing on time and within budget.Managed Windows 7 to Windows 10 update project for supported customers including endpoint upgrades and replacements.Implemented processes for Service Desk following ITIL best practices to ensure efficient service delivery.Completely eliminated backlog of over 300 stale ticketsIncreased first contact closures by over 20%Reduced active incident queue by 85%Created reporting within ServiceNow to understand key metrics such as time to respond and time to resolve incidents.Managed supplier contract with print services vendor resulting in 20% savings per printed page.

Responsible for staff of 26 full-time and contract employees including all personnel decisions within division.Restructured Help Desk into Service Desk to follow ITIL best practicesDeveloped, documented, and implemented processes defining consistent service delivery and incident escalation through three-tier support structureCreated and executed Service Level Agreements to service recipients and Operational Level Agreements to other department divisions to ensure consistent, acceptable service deliveryConfigured and implemented new service request management softwareSaw service provider approval rating improve from 46% to 78% based on anonymous surveys given to service recipients before and after structure and service delivery changes.Saw employee satisfaction and engagement improve based on anonymous Gallup Q12 survey given to staff before and after structure and service delivery changes.Recommend future technology solutions by studying functionality, availability, and total cost of ownership of productsCoordinate deployment of technology to all Kentucky Court of Justice employees

Responsible for staff of 20 employeesCoordinate deployment of technology to all Kentucky Court of Justice employeesManage hardware contracts with multiple vendors including jAVS, STG, MCPc, Dell, Xerox, and PomeroyHelped save Judicial Branch $400,000 annually through service contract renegotiationSupervise team of physical security specialists servicing surveillance and access control systems as well as team of IT support specialists (Help Desk)

Supervised staff of 85 employees including 3 shift supervisors in a 24/7 organizationDeveloped training and reference materials for several department applications and agency supervisory toolsAssisted in creation of department policies

Created and implemented training materials and testing criteria for court-history record databasesCreated Access databases using SQL and VBA designHad daily customer support and help desk responsibilitiesWorked incidents to resolution through both phone support as well as travel to customer location

Conducted interviews and criminal background investigations of defendantsAssessed flight risk and made recommendations for bailTracked defendants’ progress through the justice system from arraignment through sentencingSupervised two-county Judicial Circuit