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Summary

Accomplished Information Technology professional with a passion for helping  organizations solve their technological and business needs, with experience in solution implementation, information security, network operations, information technology infrastructure implementation, project management, and business-focused process and procedure implementation. Passion for reducing operational expenditures by delivering automated solutions via integrated platforms, and leveraging the full capability of systems and technology. Expertise in a variety of industries, including financial services, manufacturing, education and IT managed services. 

Work History

Sep 2016Present

IT Director and Information Security Officer

Peoples State Bank
  • Management and Implementation of information technology and banking systems projects for an $800 million assets bank across 10 locations
  • IT Strategic Planning and Budget Management
  • Development, testing, and management of Business Continuity and Incident Response Plans
  • Management of the bank's Information Security Program (ISP)
  • Management, implementation, and auditing of information security systems and processes. 
  • Leadership of the Information Technology and Business Systems Departments 
  • Coordinate and manage State, Federal, and independent audits and examinations
  • Presentation of policy, audit results, and risk assessments to Senior Management and the Board of Directors.  
  • Chair of the Information Technology Steering Committee, consisting of several key members of Peoples' staff.
Jan 2016Sep 2016

Lead NOC Engineer

RMM Solutions Inc.
  • Implementation and management of a dedicated Network Operations Center (NOC)
  • Integration of systems into a single, service delivery platform, including CRM, RMM, documentation, customer service,  project management, sales and network monitoring applications and platforms.
  • Coordinated solution automation and alerting strategies.
  • Developed internal and external customer deliverables.
Jan 2015Jan 2016

Systems Administrator - Service Team Lead

RMM Solutions Inc.
  • Implementation of a dedicated Network Operations Center (NOC)
  • Oversight of over fifteen engineers and service coordinators.
  • Management and integration oversight of remote monitoring and management and professional services automation systems.
  • Redesign and deployment of a new customer service platform.
  • Implementation of monitoring systems and best practices
  • Worked with the Director to create and maintain KPI metrics.
  • Redesign of business processes and procedures within the PSA.
  • Advanced support of servers and storage, unified communications, firewalls and security, and routing and switching.
Sep 2013Jan 2015

Network Operations Engineer

RMM Solutions Inc.
  • Proactive support of more than 100 managed services customers
  • Troubleshooting and maintenance of data, unified communications, network, and security infrastructure devices.
  • Installation of firewalls, servers, and other network devices.
  • Development of the network assessment product portfolio.
  • On-site analysis of client technology and data infrastructure.
  • Assessed client's network and security infrastructure for risk factors.
  • Presentation of assessment recommendations and output to senior leadership and the client.
Feb 2012Sep 2013

IT Specialist

Peoples State Bank
  • Desktop management, monitoring, imaging, and deployment.
  • ITSM systems deployment and process improvement.
  • Network and virtual server infrastructure management, and configuration.
  • Management of unified communications systems and software.
  • Active Directory management and maintenance.
Jun 2010Feb 2012

Client Services Representative

Harley Davidson Motor Company
  • IT Help Desk support for global manufacturing operations

Certifications

Cisco Certified Network Associate (CCNA) Security - License CSCO12263708

Cisco Certified Network Professional (CCNP) Route/Switch - License CSCO12263708

WatchGuard Fireware Essentials - License ACMP-000008509

Shoretel Certified Support Engineer - UC

Shoretel Certified Implementation Specialist - UC

Projects

Network Operations Center (NOC) Implementation

Deployment of a dedicated Network Operations Center (NOC). Developed automation, alerting, and remote monitoring solutions. Integrated and deployed new service delivery platforms. Recruitment, training, and management of a team of engineers dedicated to proactively solving customer's issues. 

GreenLight IT 

Development of a co-managed information technology service platform. Focus on providing the customer with a white-labeled set of IT service management tools, and the ability to escalate issues to the service provider. Solutions managed and configured by the Network Operations Center (NOC). Features included:

  • Dedicated ticketing system and white-labeled customer service portal
  • Remote screen sharing
  • Network monitoring dashboard and interactive network diagram
  • Reporting and performance metrics
  • Preconfigured, scripted and automatically executed  solutions triggered by network events

Help Desk and Call Center Reorganization

Worked with outside consultants to improve help desk processes, policies, and procedures. A focus on increasing recurring revenue through a streamlined Managed Services practice. Tasks included:

  • ITSM/CRM platform reconfiguration
  • Remote Monitoring and Management (RMM) platform reconfiguration
  • Workflow automation and process improvement
  • Revised internal and external communication processes
  • Defining end-to-end sales to service delivery procedures

Service Desk Implementation and Process Improvement

Implementation of a service desk software solution, focused on ITIL standards and processes. Expansion of existing Help Desk infrastructure, migration of change management forms and procedures from an existing solution, and improvement of processes. Tasks included:

  • Procedures for user account management and end-user hardware deployment.
  • Asset tracking and management.
  • Incident tracking and management.
  • Facilities related requests and time tracking.
  • Change and problem management forms and procedures.
  • Automated ticket creation for recurring tasks.

Education

20082011

Technical Certificate - IT - Information Security

Northcentral Technical College
20082011

Technical Certificate - IT - Website Hardware/Software Administrator

Northcentral Technical College
20152015

Certificate - Supervision

Northcentral Technical College