Kyle Hays Email & Phone Number

Amarillo, Tx, Us

Greater Amarillo Area

Responsible for establishing/maintaining Data Center Infrastructure Management (DCIM) tools that provide automated monitoring, inventory, and reporting.Provides leadership and direction to technical resources in the IT Infrastructure - Networking and Data Center Management organization.

Odessa, Texas, United States

Managed the medical center technical group of fifteen people covering workstation, telecom, and infrastructure while ensuring all business standards and service levels are met.Managed a multi-million-dollar fiscal budget which includes forecasting hardware, software, and subscriptions from a CapEX and OpEX perspective for the next 1, 3, and 5 years.Created roadmap for the hospital infrastructure wants and needs for the next 5 years which include moving from all 100% on prim servers to 70 - 75% cloud and a DR site which currently does not exist.Contribute to the vision, strategy, planning, evaluation, design, development, and implementation of applications as well as take part in the completion of annual financial planning, and in security infrastructure assessments.Create and Maintain infrastructure architecture meets standards, maximizes efficiency, and supports platform compatibility as well as find cross-functional impacts and areas of potential risk management.Delegate the work appropriately, supply clear expectations and follow up to ensure progress and overcome roadblocks as well as identify associates and team priorities based on business direction and adjust when needed.Lead by example and share knowledge and experiences with associates and team, creating a respectful work environment where you advocate for your team, create accountability, and recognize their accomplishments.

Odessa, Texas, United States

Dallas, Texas, United States

- Manage and maintain our clients’ data protection and privacy operations in compliance with information security frameworks to include PCI-DSS, HIPAA/HITRUST and NIST along with data privacy frameworks, such as CCPA and GDPR- Create configuration management policies based on industry best practices, client security standards and regulatory requirements- Assist and lead continuous process and quality improvement initiatives- Develop metrics (e.g., key performance indicators, dashboards, aggregation of data) to assist with scheduled reporting to the client and associated internal teams- Develop and deliver meaningful hands-on training for our clients and internal teams

Remote

- Act as a technical Subject Matter Expert (SME) for DLP and CASB products for clients and colleagues.- Act as a mentor for Information Security Technicians.- Lead system troubleshooting, upgrades, patching, and break/fix scenarios in client environments.- Collaborate with Senior Program Analyst (SPA) to develop, configure, and tune policies/rules for customers’ systems.- Ensure optimal system configuration and server tuning to future-proof growing client environments.- Escalate complex problems via a defined escalation path to product vendors and internal resources.- Utilize internal CRM for problem tracking and project development; inspect change requests for accuracy.- Assist the team in meeting all customer Service Level Agreements (SLAs).- Maintain awareness of industry trends, security news, and best practices.- Participate in on-call rotations after hours and on weekends, serving as a point of escalation as necessary.- Provide flexibility with schedule to cover job requirements.

Lubbock, Texas Area

Provides PC/LAN support. Uses specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software, applications, operating systems and related network problems for individual users and resolves basic to moderately complex issues or escalates as needed. Completes work orders and move/add/change requests with general direction, including patches, upgrades, software deployments, installations, repairs and preventive maintenance on desktops, laptops, servers and related systems and completes documentation. May assist in the installation and configuration of voice and data equipment. Provides training and technical assistance to users. Participates in testing, implementing, maintaining and controlling PC/LAN systems. Understands BCP, quality, security and compliance requirements for supported area and analyzes the impact of technical alternatives on the systems environment. Assists in testing the business continuation plan.

Remote

• Infrastructure work on ATM machines nationwide• Implementation of software modifications.• System troubleshooting• Definition of systems software requirements• Participating as an active member or sub-team leader of project teams• Assuming the role of project manager under certain circumstances.• Serving as a point of contact for non-routine technical issues at major accounts.• Providing technical troubleshooting and escalation to resolve customer or systems product issues in the post implementation environment.• Accounting for all activities relating to DNA’s systems implementation and upgrades. • Coordinating project activities between field and/or home office resources as necessary for the successful implementation of professional services engagement.

• I deliver excellent customer service in order to resolve customer concerns and retain customers using Endpoint Protection 12.x and/or Symantec Encryption Management Server/Desktop 3.x/10.x• Directly deal with Symantec's customers (webmasters, technical contacts) who use our SSL certificate services.• I ensure that customers experience is top-notch by answering any questions or resolving any problems that our customers reports• I work with technical support engineers on the advanced and backline teams to resolve some issues reported by customers• Receive inbound customer calls/emails/chats and place outbound calls to follow up emails/chats during scheduled hours, providing an excellent customer experience at all times• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.

• Supported 2500+ users in over 300+ locations in an Active Directory environment• Supported rollout of Microsoft Online Services via Remote Control and Phone Support.• Supported rollout of the Wells Fargo Desktop Deposit Scanners via Phone Support• Created and closed tickets using CA Unicenter• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.

 Created and maintained an extensive in-house documentation vault for all policies, procedures, network architecture, and help desk tickets. Managed, troubleshoot, and monitored 20 Dell servers using Windows 2003 Server, 2000 Server, and NT4 Server. Designed and Deployed web infrastructure using IIS 5.0 & 6.0, Dreamweaver Studio 8 and CS3 that provided CCFD#1 events and information for public use Supported 250+ users at 16 locations in a Active Directory environment Group Policy using Windows 2003 Server Provided Desktop Support running Windows XP Professional on Dell Workstations Configured and maintained Windows 2003 Symantec Ghost Imaging Server Monitored Backup server using Symantec Veritas Backup ver.10 Created process and procedures using ITIL concept and technique. Using an in-house developed ticketing system we diagnosed, resolved and documented all desktop and server issues from Level 1 to Level 3 Configured and maintained Sophos anti-virus, firewall and spam filtering services Resolved all support Desktop issues and used Norton Ghost for Desktop imaging Used Exchange 2003 to troubleshoot users messaging accounts, create disk quotas and managed user accounts. Configured WSUS for all servers, desktop, and laptops

 Lead Support Specialist responsible for tracking and distributing daily ticket requests among the IS support team. Created process and procedures using ITIL concept and technique. Work independently with minimal supervision to ensure completion of deadlines Implemented and supported the software, hardware, and printers for 3000+ users. Troubleshot and resolved user issues in hardware and software. Used Microsoft SharePoint 2003 as an admin to be able to add and delete users. Tracked completed ticket requests for each support member on a spreadsheet.

Bachelor’S Degree, Bachelor Of Science In Information Technology, 3.10

Activities and Societies: None

High School Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Football

Master Of Business Administration - Mba, Information Technology, 3.5