William Collard, M.S. Cybersecurity Email & Phone Number

Brookline, Nh, Us

Manchester, New Hampshire, United States

Manchester, New Hampshire, United States

Manchester, New Hampshire, United States

Oversee dynamic Endpoint Operations Team of 11 with the vision to develop the future technology and enterprise endpoint strategy for Southern New Hampshire University (SNHU). Improving and evolving to the cloud the existing endpoint infrastructure, managing operational processes automation utilized by the University producing significant improvements saving the university millions year over year. Further support and developing security initiatives, endpoint updating & patching, and improving the virtual environment across the SNHU enterprise supporting over 100k students, faculty, and staff. Develop, articulate, and implement execution of operation strategies to ensure alignment with staff, faculty and student needs to maximize efficiencies and growth. Oversee activity for the entire Endpoint Operations department of 11employees, by implementing operating procedures and maintaining industry standards to ensure process compliance and efficiencies. Maximize Operational efficiency through promoting individual development, streamlining financial and technical reporting methods, setting SMART team goals, measuring productivity, and reviewing/refining processes improving employee satisfaction Coordinate with senior management to ensure optimal department performance, strategic use of resources, and budget execution, improving business processes and cutting annual costs by more than 20%

Manchester, New Hampshire

Endpoint Operations ManagerResponsible for developing future strategy, improving existing endpoint infrastructure and managing processes used in by Southern New Hampshire University (SNHU) to produce and transport applications, security initiatives, patches, and updates across the SNHU enterprise.* Lead the migration of Zero Touch – Zero Time capabilities for Operating system deployment by Dell saving significant time and resources for the university.* Defined, managed and implemented deployment of software automation via SCCM for the upgrade of endpoint systems. Resulting in significant cost savings and efficiency.* Managed team members ensuring that Endpoint Operation’s team members are aligned with business needs and tracking goals.* Oversee the planning, procurement, implementation, operations, maintenance and obsolescence of endpoint systems and technology assets.* Formulated and maintain policies, procedures and documentation for the Endpoint Operations area with improvement to collaboration across departments and better team focus.* Ensured flexibility and diplomacy to across teams ensuring the effective resolution of competing demands and priorities enabling more efficient deployment and support of software.* Provided the vision for SNHU Unified Endpoint Management and the ability to for Bring Your Own Device (BYOD) while maintaining security requirements and providing additional business options.

Lexington, Massachusetts

Recruited, built a world class Customer Support team of 20 members that solved customer, process, and technology problems by gathering and analyzing customer data logging better understanding the existing customer environment, workflows, and infrastructure while providing functional solutions. Lead the Lexington Customer Support team to a TSIA award and drove the Customer support experience to never lose a customer by fostering a collaborative knowledge sharing atmosphere and driving transformational change to a cloud based technical support.  Instituted oversight for all facets of assigned support to include management, logistics, coordination of shared support services for client satisfaction. Constructed and maintained support metric tracking reports for internal and external team review, advising appropriate personnel on milestones or deviation Delivered exceptional customer service through team training and professional coaching to anticipate customer needs, providing product information, and creating a supportive and empathetic environment.

Lexington, Massachusetts

Manage multiple tasks and utilize independent judgment in the accomplishment of a variety of responsibilities, including setting priorities, organizing and adjusting workflows and meting project deadlines in a fast-paced team environment.* Responsible for the day-to-day oversight of support team of 6-12 Customer Support Engineers providing internally focused support enabling team members to perform in their roles, efficiently and effectively, through support and coaching. * Work escalated cases to resolution through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution.* Work with customers to assess their needs, provide information and assistance to resolve their problems, and satisfy their expectations of issue resolution. * Committed to providing quality products and services and effectively document technical details of customer cases as well as details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the issues they are experiencing.* Ability to expresses information to individuals and team members effectively, taking into account the audience and nature of the information making clear and convincing oral presentations; promoting regular collaboration with engineering to promote flow of relevant case and troubleshooting information and ability to relay this to customers.* Mentor the junior Customer Support Center team members on effective troubleshooting techniques and packaging a case for escalation to engineering.* Practice the ‘give and take’ model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team.

Lexington, Massachusetts

Provides advanced technical support covering the full life-cycle of Imprivata products to externalcustomers, partners and employees. Expertly diagnoses and rapidly debugs technically complexsoftware in networked and virtualized environments. Quickly and effectively isolates andresolves intricate problems in customer configurations and deployments. Accurately reports andprioritizes product flaws or reliability limits to engineering. * Consistently meet or exceed individual and team targets & SLAs and help teammembers to do the same.* Expert time management skills and demonstrated ability to effectively prioritize ownworkload* Confidently and competently able to troubleshoot, debug and reproduce customerscenarios, leveraging cross-functional expertise and resources* Inspires a positive attitude and a culture of technical excellence, create, and deliver advanced level technical training to team members.* Provide sustained oversight for serious or complex issues with significant visibility to all levels of management.* Define success criteria, provide timely status updates, and drive resolution onescalated issues while setting expectations while regularly communicating status to variousinternal and external audiences.

212Th Engineering And Installation Squadron

Placed in leadership positions to complete mission tasks where tight schedules, safety, and security are paramount.* Provided computer technical support for 212 EIS as Client Support Administrator.* Lead in training and deployment of U.S. Air Force policies and procedures.* Maintain network connectivity, security and updates for 212 EIS.* Completed combat tour in IRAQ in support of operation IRAQI FREDOM.* Provide logistical support for 212EIS computer equipment.* Troubleshoot and repair multiple computer systems in hostile environments.

Hanscom Afb

Provide base implementing service testing environment to support operations to include but not limited to, IT security applications and processes, Intra/Internet Web Services, Portal and other applications in support of USAF mission requirements.* Responsible for providing accredited information security networking engineering services to analyze design and deployment issues for CITS (Combat Information Transport System) programs ensuring they meet availability, scalability, and Air Force security goals.* Managed and administered teams of Active Directory, Exchange, WSUS, Firewalls, Proxies, Group Policy, DNS, and Enterprise/Domain specialists to achieve Air Force goals of accreditation and implementation. * Developed technical requirements, design architecture, and test plans for all lab equipment used for both simulated production and new technology demonstrations and experiments, which resulted in less development time and expedited deployment to the field.* Provided technical guidance, leadership, management oversight, and attention to detail when performing work across the enterprise and in support projects that vary in scope and complexity to complete project tasks on time and on budget.* Analyze technical requirements and collaborate with team to achieve deliverables in an efficient manner; conducts training sessions to end-users to enhance capabilities.* Planned, designed, and implemented migration to DREN (Defense Research & Engineering Network) to better align with Air Force regulations.*Developed programs within multiple areas of information assurance and related technical functions in support of systems acquisition activities, especially as related to systems information assurance compliance, including interoperability and integration of IA principals and compliance with architecture governance requirements.

As the most senior member of the team, I lead the team by, performing interviews, training new hires, and being the “go-to-guy” for all “what-if”, and “how-to” scenarios as it pertained to daily CITS Lab operations.* Supported design testing, performed system maintenance, and liaise with contractors and vendors throughout the Cyber Integration Division of the US Air Force. * Specialized focus in IT infrastructure and operations support for all CITS systems. * Assessed, resolved or distributed incoming tickets amongst lab (Senior Administrators), while acting as liaison to the government program manager’s office and program engineering teams which resulted in rapid deployment of Air Force compliant systems.* Analyzed performance data and perform systems analysis of existing systems and components within the CITS environment.* Performed systems analysis and development to keep systems current with changing Air Force technology and integration.* Make recommendation for budgeting for additional software and hardware needed to increase effectiveness totaling millions of dollars of assets.* Designed, developed and coordinated with Air force and vendors VM Ware applications to further serve CVI an HBBS projects.* Prepared documentation of technical support processes and procedures, including developing systems documentation for testing and future references.* Installation, configuration, maintenance and planning support to the engineering team in VMware

Greater Boston Area

Ticket ‘triage’ manager who maintained efficient and successful use of ticking software by reviewing/editing all incoming tickets (100+ daily) and assisted with outstanding issues with users globally. Single point of contact for acquisitions and administration for all IT services in the Boston office.* Implemented & managed new SAN deployment project for the Boston location. Resulting in significant cost savings.* Managed team members for large co-location move for the New York and Boston server room facilities. Resulted in completion ahead of schedule and below budget.* Resolved problems and other issues effectively by clarifying user inquiry, determining problem causes, and selecting the best and most feasible solution.* Migrated company to Altiris deployment server and Altiris Helpdesk solution, achieving significant economies of scale in support, facilitating company growth.

Marlboro, Ma

Deployed and supported more than 500 laptops/desktops, in multiple locations, providing network connectivity and interoperability. * Worked diligently to troubleshoot and resolve problems with computer hardware, operating systems, software, printers, faxes, phones, and networking. * Assisted and taught users in developing effective computer use and management skills on a wide variety of hardware and software configurations. * Regular service and administration of an array of servers including but not limited to upgrades and backups, plus setup, configuration, and deployment of new equipment in the data center. * Administered all aspects of PBX phone system.* Configured Cisco wireless access points and LAN connections, Implementing multilevel hardware and software security.

Marlboro, Ma

Provide client technical support to 1000+ employees of ACT Manufacturing using Microsoft products (e.g.: Windows 95, 98, and 2000, MS Office, Exchange, and Novel Clients).* Solve all network, printer, and PC support issues.* Install all hardware/software and provided file sharing solutions. * Perform all network tasks as required. (Setting up Novell user accounts, E-mail, and Drive mapping.)* Provide Microsoft Exchange server expertise as required.

Master Of Science - Ms, Cybersecurity & It Management, 4.0

Bachelors, Computer Science (Information Technology)

Concentrating field of study to computer information technology and Business Courses are taken on Campus. Completed coursework.

Associates, Information Management

Information Management

High School Diploma