A seasoned educator and tech expert bringing over 30 years of experience in computer repair, 14 years in curriculum development, and expertise in cybersecurity, vendor collaboration, and math

Received a doctorate in Educational Technology

Masters in Educational Technology MedT

• Leverage technical background to guide troubleshooting and incident management of the University’s IT Department and took responsibility for troubleshooting & resolving infrastructure issues. • Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the student’s experience. • Complete classroom reports and upload classroom session videos on the www.uona.edu SharePoint. • Generate regular reports on network issues, incidents, and resolutions. • Identify, document, categorize, address network security incidents, and determine when higher-level support, external, or managerial engagement is required. • Developed and enforced Standard Operating Procedures (SOP's), Key Performance Indicators (KPIs), and risk analysis matrix for the University. • Created, shared, maintained, and trained students various technical and managerial courses through the University’s Moodle environment: https://elearning.uona.edu. • Create and maintain accurate and up-to-date documentation of network configurations, solutions, and procedures. • Taught COMPTIA courses that included A+, Network+, and Security+ • Taught Technical Management courses ranging from Technology that Transforms, to Cybersecurity in the Business Environment, and Incorporating Artificial Intelligence into a Business Model.

Job Duties and Responsibilities: • Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving infrastructure issues. • Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the end-user experience. • Provide information and status updates to leadership on priority issues and enterprise-wide outages. • Work with the assigned team to identify when multiple calls placed for the same incident can be combined into a major incident ticket. • Complete shift turnover and brief on operational activities. • Ensure the team escalates all issues unresolved at a Tier 2 level to Tier 3 to appropriate parties. • Provide clear and concise updates to stakeholders during incidents and outages. • Configured and provided in-depth training examples supporting desktop setup and configuration. • Generate regular reports on network issues, infrastructure incidents, and resolutions performed using BMC Remedy, ServiceNow, and other service provided applications. • Keep track of Service Provider Maintenance (SPM) and report to stakeholders as needed. • Assisted Team members with asset tracking and delivery equipment within the organization. • Provide on-call support 24/ 7 / 365. • Monitor network performance using ServiceNow, BMC Remedy, and Microsoft Health Portal. • Initiate and coordinate incident resolution efforts involving appropriate teams. • Escalate incidents to higher-level support or management as required. • Collaborate with technical teams to identify root causes and implement solutions. • Conduct in-depth troubleshooting of network-related problems. • Collaborate with technical teams to identify root causes and implement solutions. •Generate regular reports on network performance, incidents, and resolutions. • Contributes to developing standard operating procedures (SOPs), KPIs, and reporting Matrix. • Maintain accurate and up-to-date documentation of network configurations and procedures.

End Date: Contract ended on 02/15/2024 • Coordinated ITIL aligned teams to present infrastructure management of incidents from first escalation to closure using company policies as the guidelines. • Direct continuity of operations for emergency relocation of 24x7x365 operations to include uninterrupted telecommunications, computer systems, cybersecurity, and infrastructure. • Ability to learn and apply Identification, Containment, Mitigation, and Remediation concepts based on ITIL Foundations to members of the incident response team. • Assess situational awareness of potential incidents within the environment and initiate mitigation efforts to restore service to the customer. • Utilizing monitoring tools including Splunk, ForeScout, McAfee and Proofpoint to identify malware, cyber hunting, and other potential infrastructure threats. • Provide the customer with various reports about the TSA infrastructure regarding any and all cybersecurity threat levels. • Lead a team of Enterprise Operations Engineers and Cybersecurity Technicians, and Incident Managers who monitor and assist with the assurance of a secure network environment.

• Coordinated training plans for level 1, 2 & 3 Algebra & Geometry • Coordinated training plans for Security+ / Network+ one-on-one courses • Taught from Introduction to Advanced levels of Microsoft 365 Applications, including Word, Excel, PowerPoint, Outlook and Publisher. • Allocated resources from a variety of aspect,s including YouTube, Department of Educatio,n and K-12 websites to supply added insight from doctoral points of view • Taught age groups of 12 to 55 years of age with sessions of 20 to 25 students.

• Coordinated training plans for all computer levels from beginners to intermediate level courses. Advanced level courses taught included Security+ / Network+, A+, or one-on-one courses. • Allocated resources from a variety of aspects, including YouTube, Department of Education, and K-12 resources to supply added insight from doctoral points of view. • The school collaborated with the local senior citizens homes that would bus the residents to the school to learn basic computing skills. • Taught age groups of 50 to 70 years of age in sessions ranging from 20 to 25 students, o The teenagers that volunteered ranged from 13 to 17 years of age