It Manager Security

Chico Williams, MS

**** ***** ***** **. * Collierville, Tennessee 38017 * Cell: 734-***-**** * Email: *****@*******.***

IT Manager/IT Security Analyst

With over 18 years of IT experience and a track record of success delivering profit driven technology solutions.

Career Profile

Highly successful IT Manager with a Masters degree in Information Security and over 18 years’ experience in help-desk management, application support management, computer operations, data management and data security. An expertise in technology implementation for the confidentiality, integrity and accessibility of data security and reliability. The knowledge and ability to manage, diagnosis, troubleshoot and repair most hardware, software and network related issues. A motivated, innovative, multi-dimensional IT professional who desires a position that will utilize my education, training and experience to provide an opportunity to significantly contribute to a team’s efficiency, organization and success.

Certifications/Training/Core Technology Skills

A+, Network+, DOS, WIN98/NT/XP/7/8, Server 2000/2003/2008R2/2012/2016, Administrative Security Procedures, Computer and Network Security, Card Wizard, Administrator System Security, Active Directory, Encryption, Anti-Virus, Virtualization, NAS, SAN, Performance Impact, Web Design, NetApp, DLP, JIRA, SCCM, Cisco, Database Design, Multimedia Application Design, UNIX/Linux, Oracle EBS/CRM/ERP, FoxPro, FileMakerPro, MS Office Suites, EDI Support, Computer Business Systems, DOS for Technicians, Barracuda, SonicWall, Citrix, LTC/AHT, PC Troubleshooting/Repair and various software suites and applications.

Accomplishment Highlights

Researched, developed and implemented various core technologies for future growth projections and expansions: client support systems, disaster recovery and preparedness, voice and data network systems and system operations, IT security assessments, vulnerability and penetration testing, audit remediation.

Project Manager for several critical projects including new store and branch constructions, Mergers and Re-models with established credit union: vendor and contractor coordinator, city services permits and coding, network installation and configuration; Symitar core processing migration, etc.

Managed weekly, monthly and quarterly IT meetings and reporting for support and direction: technology implementation, Help-Desk management duties, IT Security advisor for auditing and on Pandemic Committee.

Manage IT department daily operations and implemented ticketing system for requested projects and service-related issues: vendor billing, employee scheduling and payroll, managed outsourced IT responsibilities (SLAs) and established and maintained strong business relationships.

Completed, met or exceeded all revenue and profitability targets and projects set by Senior Management: controlled cost, expanded the scope of project contracts, trimmed IT cost $100K within five months.

Planned, presented and implemented secure processes, procedures and technologies for IT Department’s direction to CEO, Vice Presidents and Board of Directors: authored over 80 procedures, created Topography Manual, Comprehensive Security Program and member of Risk Management Committee.

FrontDoor; Memphis Tennessee 07/2021-Current

Technology Support Services Manager

Manage service desk support systems to track and resolve technical issues and support requests 24/7.

Managed daily work load for five support teams: Helpdesk, Deskside, Depot and Executive support.

Supervise and lead a team of tier1 through tier3 support technicians supporting 6,000 employees and contractors.

Define roles and responsibilities within the team; recruit, train, mentor and develop team members.

Created metric-based system to assist team members with goals to drive their success and meet SLAs.

Provide technical support for software and hardware used by engineers and product development teams.

Collaborate with external vendors for hardware, software, and IT services while managing vendor relationships.

Member of disaster recovery and business continuity team to ensure data and system integrity in case of unforeseen events.

Sedgwick, Memphis, Tennessee 04/2019-05/2021

Manager/Supervisor:

Manage daily role responsibilities for application support team which supported seventeen CMS applications, 70 development teams and over 1.2 million customers.

Implemented the use of API Bot technology to redirect & reduce daily phone volume to provide other support options without sacrificing quality of service or SLAs..

Implemented Chat solution to improve the quality of customer support reducing/eliminating long hold times, abandoned calls and negative customer experiences.

Enhanced website technology to include self-service options to increase customer ability to receive technical support.

Monitor daily application support service desk metrics to ensure highest level delivery of support services and meeting required Business SLAs and metrics.

Liaison for over 70 development teams to leverage bot technology, reduce/resolve outages while reducing cost to the Business.

Identify and introduce technology projects that streamline and improve support desk functions the customer service value.

Identify and introduce technology projects that streamline and improve support desk functions the customer service value.

Created vendor program that delivered support desk services and reduced business cost while service quality increased while meeting mandated metrics.

Member of Change Accountability Board that oversees system/infrastructure changes, approves/deny/suspend prior to implementation.

SmartSource/Zen-Inspired WC, Cordova, Tennessee

Independent Contractor: 07/2017-04//2019

Independent contractor providing technical expertise and resources for various clients. Using a variety of technology solutions for clients to improve their technology infrastructure. Ensuring proper security measures are adhered to when accessing various insurance organizations web portals.

Key results:

Execute hardware and software refresh for various clients and troubleshoot installations to verify successful completion.

Implemented POS hardware and software updates to sunset obsolete equipment for recycle or vendor return.

Supervise implementation staff for various hardware and software upgrade projects and ensure timely wrap-up.

Web administration manager assisting end user setup and permissions assignment for insurance portals.

Implemented website migration to new domain to support more efficient tool usage and user friendliness.

Manage daily client system access for scheduling, payment and intake processes for healthcare resources.

Memphis Jewish Home & Rehab, Cordova, Tennessee 08/2017-08/2018

IT Manager:

Key results:

Managed daily technology support for all End Users, Departments, Residents and Senior Management to provide confidentiality, integrity and accessibility with a HIPPA compliance approach.

Manage and support technology infrastructure leveraging Cisco and VMware platforms to deliver high availability and cluster failover via a Dell SAN solution.

Provided support for a Citrix based WYSE thin client solution for Rehab facility which consisted of three therapy sites within the location; while construction of new complete facility is under construction.

Managed and setup LTC accounts for AHT wed based users to ensure secure accessibility and confidentiality for HIPPA compliance within the environment.

Installed and managed encryption and mobile security software to ensure the security of Apple and Windows network devices including iPad, iPod Touch.

Managed, configured and monitored firewall, email and backup applications and appliances for web security, email security and backup reliability.

Setup and configured Med Cart and Nurse Station system hardening to ensure highest security for HIPPA compliance during daily scheduled Med Pass process.

Implemented failover system for Smart Charting MARS reporting to ensure that Nurses have access to patients’ medical prescription during critical passage times.

Tervis Tumbler- Venice, Fl.

Help-Desk Supervisor/Internet Coordinator 05/2015- 06/2017

Helpdesk manager providing technical expertise and resources for end-users to perform their work functions. Supporting a variety of technology solutions to enhance the IT infrastructure of the organization. Providing leadership and project implementation to improve areas of security, training and development, help-desk support, operations, sales and customer service.

Key results

Managed Help-Desk support team for 600+ end users and 46 retail store locations to support office, store and warehouse employee Technology requirements.

Custom built and configured store computers, servers; ASAs, peripheral devices and POS system equipment for store openings and provided remote support troubleshooting and resolutions.

Supported EDI and Oracle ERP Team to track and monitor customer orders within vendors portals to ensure order integrity and timely delivery.

Managed SCCM alert responses and remediation strategies to maintain systems security to combat malicious software threats.

Account management in Active Directory for new hires, terminations and other network services, resource usage and allocation.

Managed and supported staff implementation of Office 365, while using Barracuda appliance tools to manage email traffic within the enterprise environment.

Aisin World Corp, Market Source/JacksonHewitt/ITT Technical/Threat Track Security- Plymouth, Mi. /Sarasota Fl.

Help-Desk Manager/Independent Contractor 5/12- 2/16

Managed IS infrastructure and help-desk resources for a multi-billion dollar global organization. Led the support IS initiatives for all North American plants in Canada, Mexico and the United States. Managed daily help-desk services for all NAPs and supported over 3000 end users. Managed IS staff members that provided support for desktop and server environment services locally and remotely. Implemented technology improvements to promote the company’s Kaizen philosophy and PDCA within the organization.

Key results

Revived Security Awareness program for all North American NAPs for compliance with ATSG guidelines regulatory entities.

Managed daily Help-Desk operations, oversee IS department employee schedules and ADP related issues for all staff.

Implemented various DLP solutions to maintain security, confidentiality and integrity of company data and copyright materials.

Re-aligned support systems to reduce inefficiencies and security vulnerabilities while promoting improved customer services.

Created foundational system support structure to better manage staff, workload, core systems and projects.

Preformed root analysis and diagnosis for major system failures and implemented counter measures via best practices.

Managed critical documentation and processes for annual JSOX system audit and review; system security and access control.

Supported latest network appliances and malware analysis process and procedures: SCCM, ThreatTrack Analyzer, ThreatTrack Secure and ThreaTrack IQ.

Michigan Catholic Credit Union, Troy Michigan 9/06-03/12

IT Manager/Network Administrator

Managed IT infrastructure and resources for a $265 Million Credit Union while implementing the latest technologies for future organizational growth. Help-Desk Manager that created consistent strategies and initiatives critical to achieving defined goals for 8 credit union branches. Planned and executed business and operational security strategies as a committee member of CISP and ERM. Reengineered IT organization and key department functions to strengthen the quality of service provided internally and externally.

Key results

Created a Comprehensive Information Security Program to sustain organizational compliance per FFIEC and GLBA standards and regulations.

Implemented PCI DSS controls via Card Wizard and Card Services Corp. to ensure security of critical customer data via GLBA and FFIEC regulations and best practices.

Implemented security controls and various core technologies to enhance the organization’s technology infrastructure while maintaining compliance integrity.

Managed weekly, monthly and quarterly Help-Desk support projects, meetings and resources to support 45,000 members.

Project managed security audit of all network access functionality and vulnerability for compliance regulation.

Implemented network security enhancement tools via SIEM best practices; Card Access, Symantec EP, WSUS, etc.

Diagnosed and troubleshoot daily systems hardware/network/software related issues, implemented ticketing system for requested projects and service related issues.

Managed, prepared, negotiated, and outsourced IT contracts with vendors for telecom and network systems.

Designed and implemented technology systems to provide secure access for of Directors related business.

Created and managed documentation, procedures and processes for internal/external IT Audits and Examinations.

Education

Eastern Michigan University- Masters- Technology Information Security

Eastern Michigan University- Bachelor of Science- Computer Systems/Visual Design

Washtenaw Community College- Associates- Information Technology

Contact this candidate