Jacqueline Gagne acah91@r.postjobfree.com

760-***-****

SUMMARY OF QUALIFICATIONS

• Maintain Citrix, Cisco, VOIP, Blackberry Server, Dell Server,Windows Server,Barracuda, SonicWall

• Ensure direct reports and the entire team has appropriate training and tools for maximum development

• Coordinates call center, support 24/7 365 days

• Microsoft Exchange Server 2010 and 2013

• Microsoft SharePoint

• Microsoft Group Policy

• Oversee ongoing development including technical analysis, design, and implementation

• Information Technology (IT) Risk management

• IT Security policies & Security Compliance – Ownership, process, enforcement across the company & meet

• Customer security requirements.

• IT Security Awareness

• IT security Architecture.

• Business Continuity Planning

• VMWare

• Microsoft Dynamics GP

• Lead, manage, and build out the Operations team

• Set short team and long term objectives for the team

• Plan and ensure high availability N-tier architecture across multiple data centers

• Oversee global, always-on, POS infrastructure

• Execute planned network maintenance, minimizing impact on business operations

• Sizing Hardware (Memory/HardDrive/CPU/Connections)

• Analyzing data metrics, while proposing system solutions (Performance Analysis)

• Extensive work with open source tools

EXPERIENCE

Director of Information Technology Present

NA Hoku Honolulu HI

• Provide advice and executive team concerning IT issues and industry trends.

• Develop positive relationships leaders by understanding business priorities.

• Participate in the strategic planning process and share in the development. On application and hardware.

• Perform ongoing assessments of IT capabilities, employees, contractors, and performance against company needs.

• Direct and influence IT strategy in conjunction with operational application development.

• Ensure equipment, software, and data security adheres to applicable laws, regulations, and compliance.

• Coordinate and drive business relationships with key external partners.

• Support POS systems and support throughout the Hawaiian Islands and Mainland.

• Lead the development of a yearly IT plan and budget that aligns technology initiatives with business priorities while

balancing resource constraints to optimize technology investments.

• Direct the selection, acquisition, development, installation, maintenance and support of technology infrastructure,

including telecommunications.

• Develop and maintain an appropriate IT structure that supports the needs of the business.

• Ensure that all IT initiatives have clear business goals and success metrics.

• Direct the development, execution, testing, and maintenance of the enterprise-wide disaster recovery and business

continuity plan.

• Direct the development and maintenance of IT policies and procedures.

• Responsible for the Company’s Information Security and for ensuring that personally identifiable information is

safeguarded.

• Create and deliver training for Service Desk Analysts (Tier 1), Technical Engineers (Tier 2), and Applications

• Support Engineers (Tier 3)

• Escalate and track issues to appropriate internal or external resources, as needed.

• Conduct Implementation, management, utilize monitoring technologies to sustain system performance,

capacity and infrastructure health and trouble shooting.

• Manage installation, maintenance and support of complex technical infrastructures, hardware, and system software

components.

• Identify areas of improvement and creatively develop short and long term solutions Lead IT strategic and operational

planning to achieve business goals by fostering innovation, prioritizing IT

• initiatives, and coordinating the evaluation, deployment and management of current and future IT systems

• across the organization. Identify opportunities for cost-effective investment of financial resources in IT systems and

resources, including staffing, sourcing, purchasing, and in-house development.

• Provide vision and leadership for developing and implementing an effective systems architecture that will drive

information technology solutions in support of company goals and operating objectives, including the build-out and

implementation of our service model and the growth of our existing and emerging business platforms.

• Build a fully engaged and high performing IT team focused on achieving results and providing world class

technology support to the entire organization. Establish and continuously refine the appropriate structure and

delineation of responsibilities and accountabilities within the IT organization.

CIO/VP of SOFTWARE/ INFRASTRUCTURE /ENGINEERING (Hands-on)

January 2000 to 2012

Rose Rock Hospital, Oklahoma City, OK

Evaluate current infrastructure technology, conduct research, recommend, and implement innovate infrastructure

technology that can enhance the reliability, security, productivity, and efficiency of the IT infrastructure.

Automate repetitive tasks, and processes where efficiencies can be attained.

Stay current with trends in virtualization, private and public cloud storage, computing and security technologies .

Analyze, prioritize, troubleshoot, and resolve technical issues in a timely fashion in accordance with service level agreements

(SLAs) and operational level agreements (OLAs) .

Entails accurate and thorough documentation of all reported Incidents and Requests in tracking system

Publish solutions to the knowledge base, including but not limited to workarounds, FAQs, How TOs

Develop and maintain best practices and documentation on systems, applications, and networks

Research new technologies and opportunities for improvement.

Maintain and support the complex technical infrastructure, hardware, and system software components.

I operate as the team expert given technical direction to other team members

Develop detailed plans for implementation of assigned infrastructure projects, to include staffing, hardware, and software as

well as detailed documentation.

Work closely with vendors to negotiate the acquisition of products and services.

Primary liaison to end user and other IT departments for infrastructure projects.

Direct in administering global Infrastructure technologies such as: Microsoft Windows reasonable Servers in a multi-domain

Active Directory environment. That also incudes Citrix,Cisco,Exchange servers, Barracuda

Security Systems and backups, Cloud Systems, Desater recovery.

Deploy and/or upgrade IT infrastructure

Supervise junior technicians to insure high quality service delivery

Provide ongoing technical support to existing clients by remote means and on-site when necessary

Responsible for the employment, training, motivation, discipline and performance evaluation of assigned employees. Works

with other network professionals as directed to coordinate efforts, resolve cross-team issues and communicate changes.

Developed departmental operating budgets, productivity goals and staffing levels.

Organizes and implements the process of evaluating performance against established policies and procedures to ensure

hardware and documentation integrity is being maintained at the least cost to the company and

programs.

maintains configuration and data management policies and procedures to be utilized by departmental personnel and other

participating functions to ensure a standard and cost effective approach to the application of configuration and data

management requirements.

Provide vision and leadership for developing and implementing an effective systems architecture that will drive information

technology solutions in support of company goals and operating objectives, including the build-out and implementation of

our service model and the growth of our existing and emerging business platforms.

Working closely with the Chief Financial Officer and the Executive Leadership Team, identify and drive

IT-related strategies and initiatives. Act as the principle conduit for insight and advice on how to create a technology-

enabled and information-based organization through the development of enhanced and new IT systems applications that

are best-in-class for social enterprises.

Lead IT strategic and operational planning to achieve business goals by fostering innovation, prioritizing IT

initiatives, and coordinating the evaluation, deployment and management of current and future IT systems

across the organization. Identify opportunities for cost-effective investment of financial resources in IT systems and resources,

including staffing, sourcing, purchasing, and in-house development.

Identify and assess emerging information technologies and benchmark industry best practices on an ongoing basis to

determine their potential relevance and value for the company.

Develop strong internal partnerships with the People Services, Value Recovery Enterprises, and Corporate

Services teams. Coordinate and facilitate consultation with these stakeholders to define business and systems requirements for

enhancements to existing information systems or implementation of new technology solutions.

Promote and oversee strategic relationships between internal IT resources and external entities, including partner

organizations and vendors.

Expand and continuously improve organization-wide IT service and support, resulting in outstanding customer satisfaction.

Develop and implement comprehensive and effective training programs that ensure optimal user understanding and utilization

of information technology systems.

Working closely with the Chief Financial Officer and the Executive Leadership Team, identify and drive

IT-related strategies and initiatives. Act as the principle conduit for insight and advice on how to create a technology-

enabled and information-based organization through the development of enhanced and new IT systems applications that

are best-in-class for social enterprises.

Ensure the integrity, privacy, and security of the company’s information and communications systems. Ensure that all

information systems and networks operate according to internal standards, external accrediting agency standards, and

regulatory agency and legal requirements.

Coordinate all contracts for computing, information and voice technology services and equipment.

VP of Information Systems (Contract)

September 1989 to September 1999

Brown University, Providence, RI

Developed health care programs that are now being sold across the USA for student health and education.

Management of resources responsible for network, server, and desktop infrastructure management, data processing,

and application support activities

Working knowledge of financial and clinical systems and their application in the healthcare environment

Management of implementations as the hospital’s functional project owner, including management of a project plan, status

reporting to the administrative team, and management of vendor implementation resources

Conduct analysis of network/system management, capacity planning, fault tolerance, disaster recovery and

system requirements to implement user requests; defines hardware, software, server placement and bandwidth requirements;

provides input into new standards for software, hardware and networking functions; provides

input into and implements local design issues; works closely and provides input to network standards and documentation

for network operating system software, hardware, control and utility applications.

Operate computer and auxiliary equipment, including tape drive and printers. Analyzes and solves operating

system and data base problems. Supervises and participates in development and design of new software systems.

Supervise more than 30 employees.

x Level 1 Support – (Approx 15% of time)

Backup coverage to IT Support Analyst for Level 1 support.

Field Support Calls, address desktop hardware and software issues, Mobile Devices (laptops, Blackberry), phone systems,

audio-visual systems, eFax, printers and copiers.

Support office moves/adds/changes.

Data backups, retention, and restores.

x Level 2 Support – (Approx 20% of time)

Responsible to triage, debug and resolve server and network malfunctions.

Provide technical guidance to junior staff in all aspects of the I.T. infrastructure. x Level 3 support [in areas of competence.] -

(Approx 10% of time)

Address critical support issues, in your area of competence, with project management and technical expertise.

Monitor and administer day to day operations of the I.T. infrastructure(network, security, circuits, servers,

telecommunications)

Network Administration

Email and Messaging

Telecommunications

Windows Desktop Administration

Server Administration: Microsoft Windows, VM-Ware, Solaris, Linux

Data Security – Windows environment policies. User Accounts and permissions. Firewall configurations.

Maintain existing server and networking equipment to include patches and upgrades.

Track hardware and software inventory and licensing

Develop and maintain an appropriate IT organizational structure that supports the needs of the business. Create

an environment where IT team members collaborate and see themselves as members of a customer-facing organization

that provides value to all key stakeholders.

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