Rayna Robinson Email and Phone Number

DevSecOps Program

Ensured optimal availability of the IT infrastructure by proactively monitoring, analyzing, and maintaining performance. By utilizing SolarWinds, SecureCRT, AlertSite, Microsoft Azure, and DataDog, I safeguarded the network infrastructure, application deployments, and the public-facing online banking platform. This resulted in seamless operations for all stakeholders, ensuring uninterrupted service and a robust user experience.Participated in successful incident management and response efforts by swiftly engaging appropriate internal and external resources, proactively communicating updates to the entire company, and expertly facilitating critical major incident bridgelines to determine prompt and effective troubleshooting next steps.Provided expedient technical support and resolution for over 75 regional branches by serving as the first point of contact and leveraging my expertise to quickly identify issues. This approach allowed me to collaborate seamlessly with internal engineers and external ISPs, resulting in prompt resolution of network infrastructure issues.

Responded to a high volume of incoming calls, requests, and incidents by phone, email, ticket queue, and remote access sessions with an average resolution time of 10 minutes, exceeding the company's expectation of 15 minutes. By consistently achieving this performance measure, I ensured uninterrupted services for over 6800 employees and minimized the negative impact on business operations, resulting in increased productivity and customer satisfaction.Managed the creation and disabling of domain accounts for new hires and terminations in Active Directory and assigned Microsoft enterprise licenses in the Microsoft 365 Admin Center for a nationwide conglomerate with over 6800 employees. Additionally, I ensured compliance with company policies and regulations, which minimized security risks and protected sensitive data.Assisted users with access requests to network share files and folders per company standards. Assisted users with various desktop application issues, as well as maintaining, updating, and installing approved applications.Assisted remote users with the Cisco AnyConnect VPN application, including installing, configuring, and troubleshooting issues.Assisted users with the Microsoft 365 suite of applications including Outlook, Teams, Excel, and OneDrive. Was responsible for creating/disabling domain accounts for new hires/terminations in Active Directory as well as assigning/removing Microsoft enterprise licenses in the Microsoft 365 Admin Center.Was responsible for troubleshooting hardware issues with desktops, laptops, peripherals, mobile devices and printers. Escalated hardware issues to Procurement/Asset Management if warranty repair/replacement was needed.Proficient with Windows 7, 10, and 11 as well as MacOS, iOS, and iPadOSTech stack included: ConnectWise Connect, ConnectWise Manage, N-Able N-Central, Auvik, Okta Admin, and ServiceNow.

Performed basic troubleshooting on department Dell computers, Extron classroom AV switchers, and Konica Minolta printers for faculty and students. In doing so, reduced downtime in the classroom by approximately 35% and reduced the number of tickets submitted to the IT help desk for basic issues.Oversaw management of 2 distance-learning classes using Crestron and Polycom products.Hired and managed student tutors, approved timecards and bonuses.Assisted in managing the departmental budget as a budget officer.First point of contact for the department; answered phone calls and assisted walk-in visitors.

Managed access for campus cards/badges using CardKey, Onity, and Salto access systems to ensure the safety and security of over 4200 students, faculty, and staff. Additionally, I provided training and support to end-users, which resulted in fewer system errors and improved user experience.Documented and communicated emergencies such as fire alarms, panic alarms, severe weather, and medical assists to responding patrol officers and outside agencies. Maintained logs of incoming and outgoing phone calls and radio traffic from officers. Prioritized incoming calls by order of importance and level of emergency.Monitored several emergency and alarm systems for the campus including Fireworks, CardKey, and Salto. Maintained the highest level of confidentiality involving the personal information of others.