Information Security Desktop Support

Jwyanza A. Broussard

Sacramento, CA *****

Phone: 916-***-**** Email: ************@*****.*** linkedin.com/in/jwyanza-broussard-722630123

Highly analytical and solutions-driven supervisor, offering over 20+ years of solid employment history Supervisory, IT and customer solutions with emphasis on production environment management, information security and identity management in the medical, banking, municipal private sector, state agencies, public and retail industries. Provides continuous support and solutions to supervisory, administrative, programmatic, and complex technical issues. Coordinates multiple projects in high-stress production environments to grow organizational competence in a manner that supports legislative initiatives to improve quality of life, business workload and processes. Utilizes collaborative and motivational leadership methods to cultivate environments that maximize team performance. Personal strengths and achievements include:

Expertly analyzes complex business, technology, and performance data with the ability to synthesize and seamlessly communicate to non-technical audiences and clients.

Takes advantage of professional development and certifications including licensed by the state of California as a full life agent, CJIS leadership training, while currently preparing to pass the SC-900 and CISSP (infosec) exams.

Boosts production and quality performance while mitigating errors and risk by providing confidential, secure, reliable, and effective solutions that align with your unit objectives.

Information Security Identity Management Supervisory Support Application Programming Desktop Support

Hardware & Software Troubleshooting Security Permissions Technical Support Network Administration & Support

RELEVANT EXPERIENCE

California Department of Justice (Sacramento, CA)

Supervising Program Technician III 10/2020 – Present

Recognized as a dependable leader, assigned to supervise several highly visible internal database system resources. Collaborates with multiple law enforcement agencies and internal department personnel to assess and provide a comprehensive analysis of production solutions for section/unit needs, drives project implementation, and maintains a positive but realistic approach to challenging situations.

Analyzes, distributes, monitor, and prioritizes workload; identifies, resolves, and advises in resolving the most complex work; evaluate program processes to improve efficiency, and assists in implementing new technology as it is applied to the unit’s operation.

Collaborates synergistically with internal units and law enforcement personnel.

Independently analyzes employee retention and turnover by identifying opportunities to solicit assistance from supervisors and staff from internal DOJ units.

Develops systems procedures for unit technicians, maintains procedural documentation, and composes reports related to individual and unit performance.

Manages a variety of supervisory miscellaneous tasks including expedites, managing DOJ equipment, new user account requests, and creation of rotational workload schedules.

Applications Developed Include:

Record Resolution Tracking Database (RRTD): Developed, tested and updated, this database facilitates tracking & creating of records, batches and time entries. RRTD made accessing records, batches, tracking time spent processing work and generating production reports less time consuming and more convenient resulting in improved unit productivity.

Adventist Health (Roseville, CA)

Associate Identity Service Analyst 01/2017 – 10/2020

Recognized as a top performing analyst and named owner and provisioner of several highly visible system resources. Collaborated with user department personnel to assess and provide a comprehensive analysis of business/division needs, drives project implementation, and maintains upgraded systems and software. Provided customer care and support services (Win10)

Assisted end-users with procedural concerns and workflow issues to perform troubleshooting while leading IT staff and support personnel in solving system complications.

Developed system procedures for division users by maintaining system documentation and executing the creation of reports related to system performance. Managed a variety of miscellaneous tasks including global group creation, managing security permissions, AD account creation, and development of clinical Tracking Boards.

Applications Developed Include:

RADAR Application: Developed and owns Radar, a hospital event logging system that records all events that occur at the facility or clinic and alerts appropriate personnel, like Risk Managers. Requires specific permissions to access risk files as well as the use of Boolean Logic (and/or) statements to exclude or add clinical alerts.

Electronic Prescriptions for Controlled Substances (EPCS) Application: Developed and owns EPCS, a system that allows electronic prescription of controlled substances. I have been invited to take a leadership role regarding the workflow of EPCS. As a leader I have pushed for more accuracy and timeliness ensuring that all Physicians have their DEA requirements met before granting access to electronically prescribe controlled substances.

VASCO Application: Developed and owns VASCO, a system that assigns hard and soft security tokens for remote access to hospital systems. Manages and orders tokens, imports tokens to AD and Imprivata, performs audits, troubleshooting and provides solutions for users who need international access.

Sutter Health: Contracted by Randstad Technologies US (Sacramento, CA)

Active Directory Account Administrator II 03/2016 – 08/2016

Provided account support and troubleshooting services for Sutter Health, specifically for users of the Active Directory and system computers.

Resolved over 564 specific user access issues using the Cherwell and Remedy ticketing applications.

Managed and completed a variety of approximately 1000 requests submitted by Sutter Health customers via email, office communicator, and the escalation hot line.

Expert in CyberArk (Account Vaulting), Office Communications Service Admin console (2007), and Exchange Management Server Console (2007).

Desktop Support Technician 10/2014 – 03/2016

Supported desktop functions for Sutter hospital facilities, including all IT related activities between the four facilities, end-user IT requests, and equipment moves. Provided customer care and desktop support services (on HP & Dell PC Win10)

Coordinated the transfer of over 30 departments, including all IT equipment, within Sutter Health hospital.

Installed a multitude of clinical and non-clinical applications, device/hardware installation (including various models of HP printers and HP PC’s), network configuration, and more.

Performed daily audits of technology equipment, including laptops, printer and network peripherals that were deployed, relocated, or sent to e-waste.

Wells Fargo Bank N.A. (Sacramento, CA)

Senior Systems Analyst (Tech 2, Wells Fargo Customer Connections Operations) 06/2003 – 08/2014

Provided customer care and desktop support services (on Dell PC Win8), with extensive knowledge of troubleshooting desktop issues, repairs, imaging, soft phone solutions and Cisco VoIP products.

Provided day-to-day support to more than [1000] users across [12] locations in a highly collaborative team environment.

Supported security certificate installations (Symantec), software patches, and Change Controls.

Utilized web-based monitoring tools to identify any potential business impacts and promptly communicated concerns to appropriate support teams, vendors, and executives.

TECHNICAL SKILLS

Database: RRTD, DRUPAL, AAJC, AAS Integra, Share Point

Software Tools: Excel, One Note, Teams, PowerPoint, Word, Adobe Acrobat, Outlook, Chrome, Edge

Security Tools: Microsoft email encryption methods

Communication/Networking: Workspace one, VDI, RDP, VPN

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