Troy Lapiene Email & Phone Number

Enterprise Content Management (ECM) Expertise: Served as the Administrator and Subject Matter Expert (SME) for Avista’s ECM applications, Open Text: Captiva and Documentum platform, supporting 33 internal servers. Managed the encapsulation of thousands of invoices, contributing to the company’s $1.78B annual revenue.Back-Office Operations Support: Delivered senior-level analysis and Tier I/II support for approximately 750 applications, ensuring seamless operations for 2,000 employees and 1,500 contractors, and enhancing system reliability across the organization.Task Automation and Efficiency: Automated server tasks to handle alerting, triage, and scheduled maintenance, reducing manual intervention by 30% and minimizing user errors, thereby vastly increasing operational efficiency and reliability.

Customer Technology Operations Support: Served as the primary support link between Avista and its 400,000 utility customers, ensuring reliable access to MyAvista.com for managing accounts, reporting outages, and addressing utility issues such as downed trees and power line damage.System Uptime Maintenance: Focused on maintaining 100% uptime for MyAvista.com, ensuring customers could reliably access and manage their utility services.Real-Time Monitoring Implementation: Deployed SPLUNK and AppDynamics for comprehensive system monitoring, creating unified dashboards for a centralized, real-time view of system health and performance.Alerting and Automation: Developed alerting systems and automated maintenance tasks to enable first-response actions and streamline issue resolution, enhancing operational efficiency.Cross-Functional Escalation Support: Acted as an escalation point, bridging the gap between operations teams, developers, and vendors to resolve issues quickly and effectively.

Contrated Via Volt Workforce Solutions

Subject Matter Expert (SME): Specializing in hardware (desktops, laptops, tablets, handhelds, rugged devices, printers, scanners, and peripherals), operating systems, and distributed systems technologies.Project Design and Documentation: Furnished design work for the Project Management Office (PMO), ensuring adherence to project methodology guidelines. Developed and delivered accurate, timely systems documentation while maintaining alignment with engineering models.Instructional Design Integration: Applied the ADDIE instructional design model (Analyze, Design, Develop, Implement, Evaluate) to ensure effective training and support materials for distributed systems.Engineering Process Development: Designed and implemented engineering processes and procedures for distributed systems, covering a wide range of hardware (e.g., desktops, tablets, rugged devices) and related software.IT Asset and Security Management: Led the implementation of IT asset and security management tools, ensuring compliance with organizational standards.Deep Technical Expertise: Extensive experience with Windows Desktop Operating Systems, Active Directory, Systems Architecture, TCP/IP networking, DNS, DHCP, MS Exchange, and Group Policy. Root Cause Analysis and Troubleshooting: Demonstrated strong problem-solving skills, particularly in root cause analysis and resolving complex technical issues.VPN and Enterprise Solutions: Proficient in VPN technologies (Cisco and Net Motion) and enterprise printing solutions, ensuring robust connectivity and operational efficiency.System Management Tools: Experienced in System Center Configuration Manager (SCCM) for system management and deployment.

Spokane, Washington Area

Project Leadership and High-Profile Support: Spearheaded technical projects and served high-profile clients, ensuring successful deployment and post-deployment support of software and hardware systems.Analytical and Detail-Oriented: Applied a systematic approach to deployments, excelling in troubleshooting, warranty resolution, and documenting outcomes to replicate success.Client-Centric Approach: Delivered exceptional customer service and professionalism, trusted to independently deploy Getac v110 rugged units for Avista’s Mobile Collectors across multiple off-site locations, including Medford and La Grande, OR, Montana, and Spokane, WA.Effective Communication Under Pressure: Maintained composure in high-stress situations, adapting verbal and written communication to match varying skill levels of target audiences.Collaborative Engineering Support: Partnered with engineers to test and validate new OS images, refine configurations, and develop detailed deployment processes. Identified, documented, and presented errors, trends, and recommendations in both verbal and written formats.

Comprehensive Technical Support: Delivered Tier I and II technical support for an enterprise infrastructure supporting 3,000+ user accounts, 5,000+ devices, 1,000+ applications, and 200+ printers.Customer-Focused Problem Solving: Achieved First Contact Resolution (FCR) by engaging directly with end users to gather data, conduct root cause analyses, and implement resolutions, documenting and publishing findings to enhance system performance.Professional Communication: Maintained outstanding interdepartmental rapport, adapting verbal and written communication to effectively engage diverse audiences, expedite workflows, and achieve 100% customer satisfaction.Virtual Desktop Administration: Administered Citrix and vSphere environments, including VDI creation, customization, and deployment of Windows 7 desktop OS sessions (dedicated and pooled) via Desktop Director and Active Directory.Enterprise Printing Solutions: Configured, deployed, and maintained enterprise printers using Web JetAdmin, including creating group templates, performing remote diagnostics, updating firmware, and managing print environments.

 Project Leadership and High-Profile Support: Spearheaded technical projects and served high-profile clients, ensuring successful deployment and post-deployment support of software and hardware systems. Analytical and Detail-Oriented: Applied a systematic approach to deployments, excelling in troubleshooting, warranty resolution, and documenting outcomes to replicate success. Client-Centric Approach: Delivered exceptional customer service and professionalism, trusted to independently deploy Getac v110 rugged units for Avista’s Mobile Collectors across multiple off-site locations, including Medford and La Grande, OR, Montana, and Spokane, WA. Effective Communication Under Pressure: Maintained composure in high-stress situations, adapting verbal and written communication to match varying skill levels of target audiences. Collaborative Engineering Support: Partnered with engineers to test and validate new OS images, refine configurations, and develop detailed deployment processes. Identified, documented, and presented errors, trends, and recommendations in both verbal and written formats

Spokane, Washington Area

Technical Advisement and Leadership: Supported Project Managers and Engineers in current and future projects by providing technical guidance and application expertise, managing a four-member technical team.Virtual Infrastructure Administration: Administered Citrix (XenDesktop and Citrix Receiver 5.6/7.6) and vSphere 5.5 environments, customizing VDI via Desktop Director and Active Directory for dedicated/pooled Windows 7 desktop sessions.Active Directory Management: Managed system account creation and modification within Active Directory and Client Automation Enterprise (CAE).Distributed Systems Lab Oversight: Directed lab operations, ensuring efficiency by maintaining inventory and tools required for system builds and decommissioning.Gap Analysis and Training: Conducted trend analysis and identified operational shortfalls, implementing training programs to address and mitigate gaps.System Imaging and Deployment: Created and deployed Windows XP and 7 OS images for over 1,700 applications within Avista’s environment, including application compatibility testing, data migration, and inventory management.Hardware Lifecycle Management: Trained and mentored new Distributed Systems Technicians in hardware processes, including returns, decommissioning, and RMAs for desktops, laptops, rugged devices, iPads, monitors, and network printers.

Spokane, Wa

System Deployment and Configuration: Managed Windows XP and Windows 7 deployments, including image building, application compatibility testing, data migration, and inventory control to ensure seamless system upgrades.Hardware Lifecycle Management: Oversaw the return, decommissioning, and RMA processing of various hardware, including desktops, laptops, notepads, rugged devices, iPads, monitors, network printers, and peripherals.Process Optimization: Conducted analyses of existing systems to identify and implement process improvements, enhancing efficiency and system performance.Technical Support: Installed, maintained, and upgraded software and hardware, troubleshooting client nodes and resolving technical issues to minimize downtime.Active Directory Administration: Performed Active Directory audits and maintenance to ensure accurate user permissions and secure network access.Cybersecurity Assurance: Monitored and maintained virus protection software, ensuring it remained up to date and fully operational.Staff Training and Support: Provided training and assistance to staff in using hardware and software, fostering operational efficiency and user confidence.

Spokane Valley, Wa

(3-month Contract for POS upgrade with Shoe Carnival)Demonstrated superior customer service skills, validated through daily contact with clientele, consisting of: store managers, district managers, and corporate IT dept. Guided customers, via phone and remote desktop, through system upgrade installation, server/network configuration, VeriFone Pin Pad hardware, point-of-sale (POS) software, and troubleshooting of system in event of system error. Conducted POS hardware, software and service remote installation for 29 stores encompassing 58 servers, 29 Admin (pc), and 108 register lanes (pc).

Spokane Valley, Wa

(Volunteered during semester breaks)Supported IT Staff re-imaging computers, utilizing Clonezilla and XP Pro.Aided IT Staff in complete tech-upgrade of multiple classrooms in excess of 100 pc’s; consisting of removal of legacy hardware, and complete re-installation of pc’s, re-wiring of cat5e cabling, and imaging/ migration from Win XP to Win 7.

Scheduled training and maintained data base for approximately 500 unit personnel, in accordance with mandated requirements in: general and specific military subjects, technical skills, safety procedures, and annual training.Implemented the employment, maintenance, and logistical support of the organization’s assets to include 48 mechanized vehicles (AAV) and their associated weapons, equipment, and support gear.Supervised 191-496 permanent personnel encompassing an excess of $110,000,000 in equipment and facilities. Advised and mentored unit staff in all matters pertaining to vehicle operations and training as the unit’s senior military occupational specialist consultant.Coordinated and assessed unit personnel, in accordance with mandated requirements in: general and specific military subjects, technical skills, safety procedures, and annual training.Established and refined unit quarterly/annual training plans reporting detailed analysis of unit’s training readiness to higher.

Implemented the employment, maintenance, and logistical support of the organization’s assets to include 48 mechanized vehicles (AAV) and their associated weapons, equipment, and support gear valuing in excess of $110,000,000.Coordinated embarkation of unit vehicles and 191 personnel for over-sea deployment.Monitored unit hazardous material section supporting a fleet consisting of: 48 AAVs (heavy vehicles/equipment).

Led a team of 7 staff developers to create, coordinate, and implement 7 “Programs of Instruction” (POI) for formal military school. Target audience consisted of entry level members to senior staff advisors. Quality control management for 7 POI, for approximately 2,000 annual student through-put, to include training aids, handouts, media design, equipment, and instructor development.Selected as unit’s subject matter expert for new equipment design, supporting the development of a $23,000,000 interactive media training system spanning over a 2 year timeline. Formal Instructor Evaluator and Certification Chief; involving up to 20 instructors on-board at all times. Liaison for unit outsources contracting providing technical and tactical counsel for new equipment and curriculum development.

Dallas Tx

Administered preliminary screening and administrative processing, scheduling physical examinations, completion of enlistment documents, and maintaining accurate records.Served as a Recruiter assigned one-man office for independent duty. Conducted initial contact/screening of 3500, 12th grade students spanning throughout 17 high schools. Achieved or exceeded annual quota and awarded ‘Recruiter-of-the-Month’ out of a pool of approximately 100 recruiters.

Bs - Isc, Information Systems And Cybersecurity, Gpa 4.0

Activities and Societies: National Technical Honor Society, Information Technology Club

Nsa, Network And System Administration/Administrator, Gpa 4.0

Activities and Societies: Valedictorian, summa cum laude Graduate, National Technical Honor Society

Bachelor’S Degree, Bus. Admin/ Psychology, Gpa 3.84

Activities and Societies: Currently pursuing degree...10 Credits remaining.

Aas, Bus. Administration, Gpa 3.74