Directs the planning, strategic development, design, and operations of information technology systems within the division. Oversees efficient and effective desktop support, information technology application optimization, and project management. Manages a team of information technology professionals and ensures high quality information technology support and timely, responsive and sustainable service delivery. Leads division-wide information technology coordination and best practices, specifically related to data and security standards, procurement, and application solutions. Ensures division-wide IT needs are met timely in a high quality, sustainable, customer-focused manner. Establishes and applies standards for hardware and software application procurement. Complies with all UofSC procurement requirements. Serves as an advisor for and submits all IT plans within the division for UofSC and state approval. Manages effective operations and maintenance of systems within the division. Ensures that systems are operating at an optimal level, working closely with Division of Information Technology and external vendors. Managing disaster recovery plan and ensures that data is appropriately stored, secured, and backed-up at all times. Ensures that awareness of and conformity to data privacy and security laws and requirements are maintained. Managing IT budget and is responsible for projecting short-term and long-term resource needs, identifying cost effective strategies for enhancing IT service delivery, and advising departments in the procurement of the most efficient and effective hardware and software solutions.

Under the limited supervision of the Director of Information Technology, directs and manages the activities of DDSN's Information Technology Services (ITS) section. To exercise discretion in performing their job is a must. Receives verbal and written assignments. Provides direct supervision of the ITS staff, Including (EPMS) reviews, time and attendance tracking for all ITS employees and staff development. The position also participates in all ITS hiring decisions. Responsible for the procurement, management, operations, planning and inventory of all agency information technology hardware and software. Ensures compliance with the SC State Procurement Code, as well as, all agency policies. Provides leadership and management of all project management activities of the ITS section. This includes managing individual projects as well as all project portfolio management activities. This position is responsible for providing written status reports for all ITS projects to the Director of Information Technology. Manages the DDSN helpdesk to ensure that customers of the DDSN Information Technology HD are receiving timely and exceptional customer service.Serves as an advisor to the Director of Information Technology on matters of Information Technology. Participates in the agency's Information Technology planning process. Stays current on new technologies that should be explored for adoption. Manages the implementation, maintenance, enhancement and operations of all agency network to include local area networks, wide area networks and security, planning, monitoring, hardware installation, configuration and software upgrades.Responsible for all aspects of securing the agency's information technology assets such as, up-to-date system patches, antivirus software, intrusion prevention and detection. This position requires a high degree of organizational skills, strategic planning skills, and excellent communications skills, both verbally and in writing.

Supervises and directs technical staff at production and Disaster Recover (DR) sites for the SCDOR. Serves as the point of contact for all production events. Responsible for transfer of knowledge to stakeholders for bug fixes and improvements. Plans, directs, and coordinates the work related to this function. Supervises and directs the activity of DOR DBA's, Active Directory, and SCCM teams in the installation and support of local & wide area networks, servers, storage, and security. Manages team, ensuring service levels are established and met as approved by stakeholders.Functional and Project Manager: Serves as Project Manager when requiredEnsure regular vulnerability scans, results, and remediation actions are monitored, addressed, and communicated. Develops and documents process for staff to follow in critical areas. Provides reports to management on the status of the enterprise. Stakeholder Support: Own all aspects of delivering service support to the stakeholder. Primary contact and owner of customer relationship in regards to service delivery responsibility. Owns service quality (authority, accountability, and responsibility). Determines and implements policies, procedures, standards and measurements for support of stakeholders, including but not limited to SLA's, KPI's, Audits, Scans, and End User Satisfaction sources. Efficient and Sustainable Operations: Active role in Technology Services and Agency efforts on enhancing and improving methods and procedures to increase efficiency and agency sustainability. Prepares system documentation as required by agency standards throughout the system life cycle. Ensures communications are timely, effective, and pertinent for all levels of management. Production Support: Provides Production Support for assigned systems. Responsible for DOR system technologies that support all DOR applications: installation, maintenance, and planning to ensure maximum performance and reliability.

Within the IT Governance Division, provide support in the agency IT approval process, providing consultation to our customers while working with vendors and agency program staff to provide the right products/solutions for Agency Staff on their IT purchase needs. Assist in the development and maintenance of IT policies, standards and guidelines. Provide process analysis, gather business requirements and create and maintain process documentation.

In this role, I collaborate with senior management and end-users across four states to implement leading-edge and cost-effective technology. This includes hiring, training, supervising, and managing the performance and career development of 9 to 24 technical employees. I also serve as a project manager for regional IT initiatives, a member of National Goals team, and a disaster recovery leader. I manage IT security and risk, investigating any issues that come up. I provide technical/helpdesk support, manage budgets, and manage employee, customer, and equipment databases. I am a technical advisor on LAN/WAN, DNS & WINS, Domain administration, generate RFP’s and oversee license agreements and maintenance contracts. Key Contributions:-Consistently met expense and capital budget targets for the MIS department ($6M) often being under-budget. -My team received a 97% or higher rating on all service delivery, customer surveys, and objective metrics.-Led a disaster recovery team for hurricane Katrina: created the strategy and restored the IT infrastructure 18% faster than the goal. The plan was adopted enterprise-wide as standard operating procedure. -Assist the internet security team with an IP based security camera system, decreasing pilferage by 10%.-Reduced problem resolution turnaround time by 3 days per incident on an average and completed 100% of projects on time and on budget over the last 3 years.-Participated in 3 major client data migrations which reduced implementation costs by 12% and increased efficiency by 8%-Opened two call centers in Tennessee and North Carolina both on-time and under-budget with no outstanding issues. -Saved over 150 labor hours weekly by improving processes while ensuring SLA’s were met.-Recovered over $500K in revenue through uncovering major billing discrepancies. -Led a team in implementing VOIP and 911 location services across numerous retail facilities.

Starting my fruitful journey with the AT&T/Cingular Wireless company, I expanded my professional skillset to the technical support role of the million-dollar company. As a system analyst, I mastered the art of efficient, comprehensive technical support and remained adaptable to suit any area of concern. I maintained a comprehensive and progressive, working knowledge of past, current, and contemporary technological systems, processes, standards, and procedures. Through collaborative success, I provided streamlined troubleshooting and service across diverse departments, IT teams, business management areas, and customer service teams. I grew my passion for a challenge and supported consumer-based sites and retail locations throughout the entire state of South Carolina. Data security, essential permission management, and system back-up processes/procedures were my main areas of robust expertise. Through maintaining effective communication and fostering long-lasting interpersonal relationships, I aided company development and expansion through network capacity management and innovation. A few of my notable accomplishments in this strategic position included:- Revitalization of essential components of record management systems and processes to streamline company data management and control.- Governed IT infrastructure development and hardware design for facilities the company had expanded to. - Facilitated and maintained hardware and software upgrades for company technology across a multi-state region.

Provided technical support to consumer-based sites and retail locations throughout South Carolina. Collaborated with customer service and IT teams, departments, and management. Maintained inventory control and tracking. Revitalized essential components of records management systems. Governed data security, including essential permission management and system back-up processes/procedures. Managed, analyzed, and oversaw troubleshooting for ticketing system, ensuring efficiency and smooth operations. Aided network capacity planning, development, and implementation. Fostered long lasting, interpersonal professional relationships through effective management and operations. Recognized for efficient, effective leadership and strong interpersonal skills; received promotion. • Facilitated hardware and software upgrades for 3K desktops and 60 servers within six locations and across two state regions.• Developed IT infrastructure and hardware design for business expansion facilities. • Provided comprehensive, personal support adapted to the unique needs of the situation.