Jessica Rust Email & Phone Number

Provide technical and procedural expertise, guidance and support for business and infrastructure systems. My area of expertise was initially SharePoint services, and in 2018 I shifted to Directory Services: Identity Management (IDM). In addition to these main systems, I continue to provide support for the CA Service Desk Manager (SDM) system. - Subject Matter Expert for Identity Management (IDM) Services, which includes the platforms responsible for account provisioning and authentication services, centralized session management, reverse proxy services, and integration with Oracle Directory and Active Directory for down-stream applications. - Consult with programs and the network teams on proposed updates to systems and assess any configuration changes required within IDM to support their work - Encourage structured intake for standard requests to increase productivity and ensure proper change management processes are followed - Monitor usage trends for the IDM proxy servers to provide quantitative evidence of increased stress on infrastructure - Planned, tested, and coordinated the migration and consolidation of multiple legacy SharePoint platforms into provincially managed SharePoint 2013 and SharePoint 2016 farms. This required detailed coordination with technical and non-technical users across the Ministry of Health, former Health Regions, and other health partner organizations - Technical resource on the Information Technology Transformation (ITT) SharePoint project team, which was launched in response to the creation of the Saskatchewan Health Authority (SHA). Worked with staff of varied professional backgrounds across several different former Health Regions and SHA leadership to design, plan, implement, and support a provincial SharePoint 2016 farm that hosted the SHA's new intranet and corporate sites. - Created scripts and standard work documents for common administrative tasks to increase efficiency and reduce risk of human error

Provided technical and procedural support for the CA Service Desk Manager (SDM) suite, which is used for centrally managing knowledge, incidents, requests, problems, changes, and assets (as defined by ITIL). Duties were expanded to include supporting legacy SharePoint Services (SPS) at my own request.Support work: - Working with Service Desk and other business areas to identify and implement improvements to the system to better meet business needs - Testing and installing cumulative patches and fixes - Subject Matter Expert for SDM and SharePoint 2013 systems, including technical capabilities and related business processes3 - Creating and maintaining custom reports for SDM, utilizing Crystal Reports and CA Business Objects XIProject work: - Planning, documenting, testing, and implementing two major version upgrades to the SDM suite - Member of the project teams responsible for testing and implementing eHealth’s Internet and Intranet sites via SharePoint 2013 - Providing user training and documentation for content authors in SharePoint 2013

Duties included: - monitored Service Desk call volume and assisted front-line support as needed - assisted team members and Service Desk Analysts with difficult technical or customer service issues - maintained procedural and informational documentation utilized by analysts in the course of their dutiesProject work: - collaborated with the Finance department and various Tier 2 technical teams to develop the procedure for handling hardware items that approached the end of their lease term - worked with the Server Support Team Lead to clarify and document the process for updating our Configuration Management Database (CMDB)

Duties included: - providing first point of contact (FPOC) support for all Information Technology (IT) requests/issues for the Ministry of Health and Regional Health Authority (RHA) users in Saskatchewan - processing account requests and troubleshooting IT issues with users of varying degrees of technical competency in a timely manner - resolving appropriate calls at FPOC while ensuring calls requiring escalation contained all required information and were correctly routedOther work: - improved the organization-wide password reset procedure by creating an html document that utilized JavaScript to determine temporary passwords as per the cipher documentation mandated by the Security Team. This tool significantly reduced the number of escalations required for password reset requests.