Monitor systems, software and networks to ensure integrity of the power generation, transmission, and generation systems, in line with North American Electric Reliability Corp (NERC) guidelines covering Critical Infrastructure Protection (CIP). Assess updates to hardware & software for security impact, documenting all approved changes with supporting evidence for regulatory audit. Check workstations and servers for changes, investigating unauthorized ones as needed. Build, test, and deploy system images for field hardware, using Microsoft Deployment Toolkit, Windows Update Services, Tripwire, Splunk, and other tools.

Provide on-site system, network and application support for SOHO/residential users, including configuration, backups, and recoveryDiagnose & mitigate OS/hardware/application, connectivity issuesConfigure & secure broadband & wireless connectivityProvide end-user training and consulting customized to the customers’ needs. Create customized documentation and procedures as neededMitigate virus/malware infections, recover and/or migrate dataConsult on and install equipment purchases or upgrades

Build out of Microsoft Deployment Toolkit on segregated network. Develop multiple Windows images for deployment to engineering and substation techs, in line with North American Electric Reliability Corp (NERC) guidelines covering Critical Infrastructure Protection (CIP).Audit systems daily for changes in users, services, or processes, and update whilelists as needed.Check for any security-related hardware or software at least every 35 days.Create process documentation for build-outs, imaging, and updates, as well as logging work relating to NERC compliance for audit by third-party auditors.Use/Develop custom PowerShell scripts as needed to push application updates, perform internal system audits.

Subject matter expert for multiple finance systems, including servers, databases and applications. Worked primarily with enterprise-wide HR, Finance, and other HIPAA- & PII-related data sets relating to active, pension, and off-cycle payrolls and reporting.Create end-user process and procedure documentation as needed. Conduct end-user training when necessary.Ran back-end processes to extract, aggregate, update and archive all payroll data, reports using Access, custom JavaScript, Excel, in addition to Workforce EmpCenter administration.Automated production of over 740 payroll reports from Access, Excel, and MS-SQL each pay period, using Access, SQL.DAO, and VBA for Applications, and Adobe Acrobat Pro.Generate all W-2 and 1099-R forms annually, plus reprints for all active & retired City employees, using custom Access forms, modules and stock. Reconciled $10M+ in annual health care deductions for the Fire Department Health Care Trust.Certified payroll reports for Omaha Police Department for State and Federal grant reimbursements for the Nebraska Office of Highway Safety using custom Access queries of timesheet data.Maintained 32 remote time clocks and over 150 phone-in sites for recording time and attendance in Workforce EmpCenter, using Microsoft SCCM, Remote Desktop, and telnet.

Subject matter expert for multiple Criminal Justice & Public Safety systems, including servers, databases and applications. Frequently worked in secured premises, including Police headquarters & precincts, Fire stations, County Correctional facilities, data centers, network switching and wiring closets.Developed end-user process documentation & trained users on new applications & systems.Fixed a faulty database backup process that could have lost up to three months of emergency incident data. Migrated Zoll FireRMS application to a virtual server, running Server 2008 R2.Developed processes for & deployed MS SQL Server 2008 R2 using SQL Server Replication for OFD vehicles in conjunction with Zoll Data FireRMS. Automated a manual start-up process to send 911 CAD dispatch data to OFD (FireRMS)Successfully deployed a joint case-management system as part of a 3-year project for the City Prosecutor, Douglas County Attorney, working with all stakeholders, including production and test application & data environments. Developed custom batch scripts to automate application update deployment to end-user machines.Reconciled nearly 90,000 duplicate juror records for the Xerox Juror Management SystemPrevented a vendor-supplied update from going live into production after it was found to erase juror data records in Xerox Juror Management System.Recovered corrupted cruiser video from a cruiser where an OPD officer was shot using proprietary tools (IPT VisionHawk)

Supported over 3,400 computers and 4,500 users for the City of Omaha and Douglas CountyInitiated the use of spyware-scanning software (Spybot Search & Destroy, MalwareBytes, et al) to mitigate problems at the desktop level.Developed and updated drive images using Norton Ghost for fleet system deployments.Managed fleet deployments, upgrades, and accumulation & disposal of surplus systems, using Microsoft SCCM, remote desktop, asset allocation & tracking. Would either transport systems to auction site, or palletize hardware for transfer to asset disposal vendor.Resolved end-user application, hardware, and networking issues, using installation, configuration, registry edits, or permission changes to achieve needed functionality.

Contract work

Fiber optic communications service center technician, supporting commercial data customers. Personally resolved a recurring technical problem that directly led to the retention of a customer with over $500,000 in annual billings.

Support tech for interactive voice response (IVR) service providerCreated 'shift procedures & support' guide for overnight shift that was then used as a model for day and swing shiftsOversaw & maintain network of 220 unix systems and 8,000 voice circuits providing a maximum call throughput of over 300,000 calls/hour

First help desk position for PMICHandled 1st level support callsDeveloped the first 'call tracking & reporting' system to report metrics to upline management