Shawn G. Email and Phone Number

 Control access to information systems and associated networks by preserving confidentiality, integrity, and availability.  Implement system hardening by disabling all unneeded protocols and services.  Develop countermeasures using firewall systems and attack recognition technologies.  Provide vision and strategic direction for cost-effective use of evolving network and telecommunication resources, including network software and hardware purchases. Update patches, service packs for PCs, servers, and 3rd party applications. Web monitoring using Web Inspector to apply rules of blocking and passing internet traffic. Install and administer site-to-site and remote VPN connections for vendors and employees using Cisco VPN client.

 Serve as a Subject Matter Expert for a diverse portfolio of 20+ custom healthcare applications. Serve a high volume of customers while maintaining a focus on delivering exceptional customer service. Maintain password management and compliance checks for users and 10+ Service Accounts.  Manage more than 500+ tickets per month in Service Now.  Lead Level 1 and 2 incident recoveries and root cause analysis; Respond to approximately 20 Level 3 and 4 change and problem requests per month.  Direct internal audit of queued tickets, correcting any errors immediately upon notification.  Approve government portal requests for Medicare/Medicaid, which allows the assigned representative to provision claims.  Produce engagement planning, test planning, document filings, and defines appropriate remediation; Prepare 10+ quarterly written reports on assessments.  Responsible for procedures to ensure the safety of information system assets and to protect systems from intentional or inadvertent access or destruction. Documents business processes, performs capacity analysis, and coordinates system and network upgrade tasks.  Performs technology upgrade tasks utilizing change control; Design and configure vendor services orders for repetitive services and oversee implementation.  Compile data in support of equipment and user relocations/system migrations and collects capacity data to be used for planning purposes.

 Recognized for the ability to listen attentively and respond to more than 500+ customer inquiries per month, providing quick resolutions to customer issues Collaborated with staff and management to clarify user requirements, determine realistic project timeframes, and ensure that system applications met business needs. Implemented Cisco device renewals via the Globe request process. Promoted to Courion Administrator for an external client, which included implementing service package upgrades and server upgrades. Provided and administered Courion database reports to management and processed all Courion tasks/incidents within the required service level agreement. Analyzed and assigned IP address and IP address reclaims via SharePoint requests. Tracked onboarding documents and security access to current/new employees per new client requirements.