• Provide real-time support for technology failures in over 450 university classrooms and computer laboratories.• Ensure timely response to maintain class continuity and assist with lesson plans, learning activities, and assessments.• Assist with computer and laptop support in some locations.• Collaborate with university stakeholders to design, purchase, configure, and distribute IT assets.• Complete asset management activities, including asset lifecycle planning, asset tagging, management, and decommissioning.

• Worked with clients to decrease risks through vulnerability analysis, policy, and training solutions.• Wrote, reviewed, and edited technology and security procedures and policies for compliance with regulatory and industry standards, including PCI DSS, HIPAA, HITECH, and GDPR.• Researched regulatory cybersecurity requirements and industry practices to provide solutions.• Developed a detailed project plan to track project progress.• Provided regular project updates to managers and clients.• Created and maintained comprehensive project documentation.• Coordinated internal resources, vendors, and client resources for projects.• Measured project performance using systems, tools, and techniques.• Ensured that all projects were delivered on time, within scope, and within budget.

• Managed projects and technical tasks for the analyst and team initiatives.• Provided customer education for technology and industry best practices in a research environment.• Assisted in developing technical, research, and security compliance knowledge for analysts.• Provided technical and strategic leadership to the team.• Managed team activities, assignments, and functions.• Monitored analysts’ project progress and reported status and metrics to the IT Director.• Assigned requests for service to prioritize resources and maximize customer satisfaction.• Performed all personnel management functions, including hiring, evaluations, performance reviews, disciplinary actions, and termination.• Ensured consistency and compliance with Federal, State, and local laws and agreements as well as Duke Medicine standards and policies.• Identified security standards and best practices violations and escalated appropriately.• Continually improved security processes, standards, and best practices.

• Planned, implemented, managed, and maintained the operation and maintenance of multi-site server, telecommunication, and network systems.• Coordinated and managed staff and contractors’ installation, modification, and repair of systems.• Communicated complex topics using concise and understandable language for non-technical users.• Developed and implemented a strategic plan, budget, and security and data protection objectives.• Maintained records and provided documentation for methods, programs, and all firm IT systems.• Implemented controls to minimize environmental and security risks to system integrity.• Developed and tested disaster recovery plans by utilizing effective backup and recovery systems.• Oversaw department operations, coordinated and supervised projects, and managed and guide staff.• Ensured adequate staffing and coverage during and after business hours.• Managed and regularly provided technical training for attorneys, paralegals, and staff.• Coordinated Management Committee meeting agenda items for technology.• Coordinated and led Technology Committee meetings.

• Installed, configured, troubleshot, and maintained desktop and laptop hardware and software.• Ensured integration and interoperability of software and hardware with internal and external systems.• Provided in-person and remote customer, software, hardware, and connectivity support to four courthouses for onsite and remote judicial and clerk staff.• Monitored equipment and desktop systems to maintain availability and functionality.• Examined and altered computer systems and training programs based on computer systems problems, interoperability issues, ease of use, surveys, and the Court’s changing needs.• Developed and delivered training programs to assist court staff in improving computer skills.• Created manuals and quick-reference guides to reinforce training programs.• Assisted in administrating cellular and IP telephones, iPads, printers, and multimedia systems.• Managed, ensured, and certified transfer, sale, and disposal of all excess property.

• Trained replacement.• Reviewed conference itinerary and speaker requests against hotel contract• Assisted in setup and breakdown of AV and IT equipment.• Provided audio, video, software, and hardware support for judicial and court staff educational conferences.

• Trained replacement.• Reviewed conference itinerary and speaker requests against hotel contract• Assisted in setup and breakdown of AV and IT equipment.• Provided audio, video, software, and hardware support for judicial and court staff educational conferences.

• Provided on-site, and remote customer, software, hardware, and connectivity support to 150 internal and remote users.• Consulted managers and staff to identify the organization's growing and changing needs proactively.• Recommended procedures and policies that govern hardware, software, and network usage.• Evaluated and recommended hardware, software, and network requirements.• Recommended and purchased hardware and software.• Ensured integration and interoperability of software and hardware with internal and external systems.• Installed, configured, troubleshot, and maintained desktop and laptop hardware and software.• Provided pre- and post-deployment training for software, desktops, laptops, thin clients, and printers with written materials.• Audio, video, software, and hardware support for judicial and court staff educational conferences.

• Configured, installed, troubleshot, and repaired desktop computers and printers.• Worked with external service providers to resolve software, desktop, and network issues and ensure continued operation.

• Designed, managed, maintained, and implemented VDN website per owners’ specifications.• Managed NT, RedHat, and Slackware servers for Internet, dial-up, and internal networking and PPP services for web hosting.• Worked with Lotus Domino and SQL Developers to add functionality for future projects.• Performed research into specific areas of Internet and intranet history, protocols, functionality, and usage for a proposed Internet standards augmentation.

• Provided on- and off-site support for dial-up into the NT/Novell network either through RAS or PCAnywhere on Windows 95a-based Toshiba laptops.• Installed, configured, and provided all levels of user and hardware support for accountants and staff on and off-site.

• Installed, configured, and provided all user and hardware support levels for attorneys and staff on and off-site.• Provided first and second-tier support for software, desktops, printers, and other peripherals• Provided document check-out, check-in, and recovery.• Documented troubleshooting and resolutions for future reference.• Translated documents to and from WordPerfect.

• Provided helpdesk and on-site customer, software, hardware, and network connectivity support for 6000 internal users.• Reviewed and distributed problem calls for second and third-tier support technicians.• Trained users and peers in a variety of software and hardware usage and troubleshooting techniques.• Administered A16 mainframe, APS (SCO), Windows NT, and Novell users.