· Technical liaison between IT department and executive staff· Lead and develop CU wide technical initiatives and projects including 2fa implementation, architecting and creating backup infrastructure, technical exams and compliance, and other large projects.· Manage technical staff and vendor relationships· Management, development, and continuous improvement of the IT helpdesk and internal IT systems· Collaborative development of existing internal processes, procedures and standards with other departments· Final escalation for IT department - ability to define, research and resolve complex technical issues· Definition and development of metrics and SLA's to promote growth and stability for end users and solid foundation for personnel.

● Management of internal IT personnel● Management and continuous improvement of the IT helpdesk and internal IT systems● Collaborative development of existing internal process, procedures, and standards with other departments. ● Final escalation for IT department - ability to define, research and resolve complex technical issues● Definition and development of metrics and SLA's to promote growth and stability for end users and solid foundation for personnel ● Work with and maintain technical vendor and third-party relationships● Provide technical leadership and guidance for Credit Union wide initiatives and projects

● Phish test campaign creation, training, and follow-up.● Server deployment, management, and troubleshooting in virtualized environment.● Workstation troubleshooting and management.● Imaging and patch deployment configuration and troubleshooting.● Endpoint encryption and MDM● Address and mitigate security audit results.● Final contact for complex, escalated helpdesk issues.● VPN, firewall, network management and troubleshooting ● Monitor, troubleshoot and configure backups

● Server management, support, and upgrades in VMware.● Final point of escalation for service desk issues. ● Deploy hardware to offsite datacenter as needed. ● Training to support f5 load balancing device.

● Oversee Boise site servers, users, hardware, software, and provide deskside/remote support. ● Monitor server room and equipment.● Manage shares and share permissions at Boise site.

● Hardware refresh – develop and deploy Windows 10 images for 50 workstations, install one-off software, and configure desktop peripherals.● Ensure a secure, compliant environment through vulnerability and patch management. ● Triage technical issues via tickets (TrackIt), calls, and deskside to keep staff working efficiently under pressure.● Monitor and verify backup integrity.● Automation of banking core upgrade deployment to minimize employee impact. ● Mobile device management via LANDesk mobility manager.

● MSP - controlled helpdesk, ticket board, and dispatched field support for 70+ small businesses.● Troubleshoot network outages and collaborate with appropriate vendors as needed.● Monitor all sites via Labtech console and address any issues.

● Imaged, inventoried, configured, and sent out all new machines to users. ● Facilitate security, email, and support of mobile enterprise users through MobileIron centralized console.● Successfully prepared equipment, accounts, and mobile devices for onboarding large volume of employees during merger.

● Monitor server health including logs, backups, and disk health along with preventative maintenance.

● Began as contractor; hired by HP due to stellar performance and exemplary call stats.● Experience supporting variety of internal software programs, as well as BES (blackberry enterprise)● Network outage data collection and escalation. ● Skillful call handling placed me in three different departments to assist as needed.