Security Officer Service Desk
Resume:
Jeffrey A. Dunn
************@*****.***
Objective:
Information Technology Leader looking to obtain an opportunity to bring previous twenty-five years of professional experience to an organization that will allow future growth into senior leadership management role. To obtain a position that will give the opportunity to bring extensive experience in leading and managing Infrastructure teams, Help Desk/Service Desk and Field Service teams. Professional Certifications include ITIL Foundation and MCSA. Managed teams as large as 35 employees and have experience as an IT Security Officer, managing security policies and procedures for HIPAA Compliance. Willing to Relocate if needed.
Technical Knowledge:
Experienced with installing, configuring, operating, and supporting Windows Server 2000/2003/2008r2/2012
Experienced with installing, configuring, operating, and supporting all versions of Windows OS.
Citrix Client Administration and setup, ICA Support
Support using RDP
Service Now and Remedy 7.1,7.6 and 8
MS Exchange and OWA
MS Office 2003/2007/2010, 2013, 2016 and 365
Microsoft SCCM and Service Manager
Professional Certifications:
ITIL Certification, Loyalist Certification Group
Microsoft – MCSA, Louisville, KY
Microsoft – MCP, Bowling Green, KY
CompTIA – A+ Certification, Louisville, KY
CompTIA – Network + Certification, Bowling Green, KY
CompTIA – Security + Certification, Louisville, KY
Sean Delaney Culture Training, Louisville, KY
Military Experience:
US Navy, Norfolk, VA 8/1983 – 08/1987
Education:
Masters – in Organizational Leadership, Western Kentucky University, Bowling Green, KY
B.S. in Information Technology, American Intercontinental University, Hoffman Estates, IL
Professional Experience:
SRNS, Aiken, SC 12/13/2021 – Present
Site Services and Automation Senior Manager/Project Manager
Manage a team of seventeen (17) Engineers providing support for SRS government facility.
Create annual budget plans based on annual projects
Responsible for evaluation, hiring, mentoring, and daily functions of department.
Responsible for strategic and tactical plans for department.
Create Support SLAs for the Engineering group
Developed KPIs and reports according to the Support SLA
Project Manager
AUHS, Aiken, SC 8/31/2020 – 12/13/2021
Project Management / IT Field Service Manager
Manage a team of seventeen (17) technician to provide support to 12,000+ customers.
Create annual budget plans.
Responsible for evaluation, hiring, mentoring, and daily functions of department.
Responsible for strategic and tactical plans for department.
Create Support SLAs for the Service Desk/Field Service teams.
Developed KPIs and reports according to the Support SLA
Project Manager
Develop knowledge database for Service Desk support
Assist in implementing Remedy 8
Assist in implementing EPIC
UKHC, Lexington, KY 8/2013 – 8/31/2020
Project Management / IT Field Service Manager
Manage a team of 35 technician to provide support to 25,000+ customers.
Create annual budget plans.
Responsible for evaluation, hiring, mentoring, and daily functions of department.
Responsible for strategic and tactical plans for department.
Create Support SLAs for the Service Desk/Field Service teams.
Developed KPIs and reports according to the Support SLA
Project Manager
Develop knowledge database for Service Desk support
Assist in implementing EPIC
TEKsystems/MSB/HRC, Fort Knox, KY 11/2012 – 7/2013
IT Program Director of Project Management
Implement a new Service Desk for the US Army, supporting 1.6 million customers.
Increment-I, Responsible for a team of eleven (11) employees within the Service Desk operation.
Developed plan according to the SLA to provide 24X7 technical support to all customers.
Participated in hiring and training of all support personnel
Create Support SLAs for the Service Desk team.
Developed KPIs and reports according to the Support SLA
Project Management
Develop knowledge database for Service Desk support
Assist in implementing Remedy 7.6
Passport Health Plan, Louisville, KY 12/2011 – 08/2012
Director of IT Infrastructure and Support / Project Management
Directing an Infrastructure Services and Services Support operation supporting over 200 devices.
Responsible for a team of six (6) employees within the Infrastructure Services operation.
Developed a team with an innovative mindset that would be a service provider delivering high value to customers.
Create Support SLAs for the Infrastructure department.
Security Officer, creating policies and procedures
Project Management
MTD Products, Inc. (Manufacturing) - Leitchfield, KY 2004 – 2011
IT Systems Administrator III / Project Lead
Worked on setting up MS SCCM/MDT/Forefront AV due to MTD signing a MS EA.
Implemented CA IT Client Management and created a Windows 7 image for deployment to new and existing client machines.
Provide local and remote support for internal and external clients
Windows 2000/2003/2008rs OS and hardware support for MTD Products (Leitchfield)
Shared management and support for Citrix 1.8 environment.
Assisted support for Microsoft Exchange 2003 with Outlook Web Access environment for mobile devices.
Manage and support Symantec Endpoint Protection antivirus software
Utilize Track-It and CA Service Desk work order tracking systems to resolve IT related issues.
Manage HP Data Protection data backup management (backups and restores) with Symantec Backup Exec.
Provided application support for Hyperion, IQS, Perms, FMS, iSeries, Loftware labeling software and other applications on our Windows Servers and are hosted on our Citrix environment.
Work directly with application owners to resolve issues with their applications.
Provide documentation and training to our Tier 1 support group. Assist with new client hardware specs. Demo new equipment.
Provide Tier 2 and 3 IT support for remote tech groups across the US.
Windows Server Administration including installing patches and Active Directory User Administration.
Telecomm support including moves/adds/changes in a Nortel and Avaya PBX/Voicemail system.
Desktop/Network support for 90+ local users and multiple remote users.
IBM AS400/InforXA local support including resetting passwords and setting up new users.
Wireless network support including RF Scan guns and other wireless devices.
United Parcel Service, Louisville, KY, Aiken, SC 1988 – 2004
Aiken Brokerage Technology Manager / IT Project Management
Worked in Airline operation sorting packages
Supervised a team of six (6) employees loading/unloading packages from aircraft
Transferred to IT department as a technician building the UPS Diad system for the company.
Recognized for setting test and repair standards for the technical operation.
Developed troubleshooting procedures for IT operation
Assisted in receiving an ISO-9000 Certification
Developed training procedures and trained new hire employees and recertified existing employees on Windows and Mainframe systems
Managed twenty-one (21) employees and supported 2000 internal desktops and 10 servers
Selected to run a ground up project to open a new Brokerage facility in Aiken, SC
Facility was ready for business on-time and came in under budget of $350,000.00
Systems Engineering Corporation, Norfolk, VA 08/1987 – 01/1988
Systems Validation
Evaluated of high/low pressure valves, gages and safety devices to ensure compliance with OSHA standards on Naval vessels
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