My passion is to excel…I am an accomplished IT Infrastructure and Technology Managerwith significant experience and versatility to balance successfultechnical service delivery with process leadership and informationsecurity.

I enjoy being accountable and have the track-record to prove it. Ipride myself on adding energy into an organization withunwavering focus and dedication.

My greatest satisfaction comes from meeting and exceedingobjectives and delivery.

BobBuchanan1@hotmail.com

Cell Phone: (574) 250-8520

Profile: https://www.linkedin.com/in/bob-buchanan-08288648

Extensive Technical BackgroundStrong technical background in network infrastructure, PC, server, storage, operational recovery and related technologies. Experience designing, implementing and supporting various Microsoft networks. Understanding of Active Directory & Domain architecture, DNS, DHCP, GPO, scripts, File and Print and various application servers. Understanding of Hyper-V Clustering and SAN.

History leading Subject Matter Experts (SMEs) by coordinating the implementation of multi-segment Cisco LAN/WAN environments of all sizes and complexity including EIGRP, HSRP, BGP, ISP network service fault tolerance and redundancy.

Designed and managed implementation of business continuity capabilities including the configuration of business continuity infrastructure located at an outsourced data center.

Successfully implemented ShoreTel VoIP Phone System at multiple locations.

Experience with NCUA, PCI, and FFIEC compliancy. Experience coordinating the installation of a multi-layered cybersecurity program and performing daily cybersecurity analytics to mitigate threat and vulnerability risk. Coordinated and performed 3rd party vulnerability penetration testing, vulnerability and security patch management, security policies and processes. Understand computer and network forensics, system and network security, incident management, intrusion detection, vulnerability and patch management, log analysis, and related technologies.

Experience supporting Microsoft, Apple, and Android mobile device platforms.

Experience with 3270 IBM mainframe connectivity. Proficient skills in Microsoft Project, Word, Excel, PowerPoint, Visio, and many others.

ITIL Service ManagementITIL is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

Over 14 years experience overseeing a number of key functions within the IT department enabling the delivery of a high quality service to end users, and ensures Service Support and Service Delivery processes are in place to meet business needs.

• Establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

• Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support.

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

• Owner of the escalation process taking ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post-incident review.

• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

• Accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

• Drive internal and third party service review meetings covering performance, service improvements, quality and processes

• Strategic thinker with a drive for successful delivery and continuous improvement.

• Plan, organize, manage and deliver cross-functional IT projects.

• Assist in the definition of project scope and objectives, ensuring technical feasibility.

• Phased project execution from initiation to closure.

• Ensure resource availability and allocation to meet all parties’ requirements. Assign task and project ownership. Adjust expectations and priority.

• When appropriate, develop detailed project plan to monitor and track progress.

• Manage scope creep, scheduling, and costs using appropriate verification techniques; measure project performance.

• Implement Strategic Technical Process (STP) with quarterly review.

• Negotiation skills with the ability to influence others by educating and sharing information.

• Have developed customized tools that assist with PM processes.

Customized Project Office Methodology

Change Management

• CAB review and approval

• Risk assessment

• Business impact assessment

• Cause-effect analysis

• Contingency planning

• Testing and phased rollout

• Lead regular CAB meetings.

• Communication plan

• Escalation plan

• Proactive change walk-through

• Define ownership and responsibility

• Scheduling

• Remediation follow-up

• Status and post mortem review

• Customized Reporting

Organize and lead Change Advisor Board (CAB) meetings to ensure service reliability,effective communication, and successful implementation in a timely manner.

Performance & Quality• Make recommendations for Service Improvement Plans and ensure actions are followed through

to completion in a timely manner.

• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.

• Provide regular and accurate management reporting on IT Service performance.

• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target-setting and performance assessment.

• Ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

• Excellent verbal and written communication skills. Monitor and report service levels.

• Issue / Problem management and analysis (what, where, when, and extent)

• Experience with disaster Recovery planning and testing

• Assure operational and backup recovery planning and oversight

• Licensing, inventory and life-cycle management

• Software / Hardware Distribution

• Information and cyber security

• Mobile device management

• Risk / Change management

• Data loss prevention (DLP)

• System administration

• Capacity planning

• System monitoring

• Security focused

Layered Information Security Model

Industry Compliant Data Security Standards

Build and Maintain a Secure Network

• Managed installation of Next Generation Firewalls that included IDS / IPS

• Managed installation of email and web filtering protection

Data Loss Prevention

• Data at rest controls and encrypted transmission of data across open, public networks.

• Operational and backup recovery planning and oversight

Maintained a Vulnerability Management Program

• Use and regularly update anti-virus software

• Vulnerability and Security patches and updates

• Educate users

Implement Strong Access Control Measures

• Restrict physical access

• Most restrictive settings, NTFS controls, and unique IDs

Regular Monitoring and Testing

• Risk assessment

• 3rd party audit program with penetration testing

• 3rd party 24x7 firewall monitoring

• Daily analysis and incident response plan

Maintain an Information Security Policy

• Maintain revisions and achieve board level approval

• Maintain and distribute standard policy statements

Vendor and Budget Management

• Manage capital and expense budgets, forecasting and proposals, and accounts payable.

• Establish vendor relationships. Negotiate with vendors.

• Manage the vendor portfolio ensuring on time completion, project quality, and within budget.

• Align with strategic initiatives by leveraging strong contract negotiations.

• Stay current on newer technologies and trends in the marketplace and incorporate them into the business.

• Strategic planning, product review and testing.

Adams Remco

Dell

EarthLink

ENS

IBM

CDWMcAfee

Cisco

AT&T

Zenetra

Microsoft

Many others…

ITIL® Service Desk

• Responsible for managing a technical support and engineering team responsible for providing end user and IT infrastructure support.

• Experience implementing and applying ITIL® Service Desk issue and problem management processes.

• Direct team in solving requests, questions, issues and problems through trouble ticket system.

• Regular review and update to tickets. Perform regular internal meetings utilizing customized reporting to collaborate, review status and adjust priority.

• Develop and report on SLAs/SLOs for tickets and all other services.

• Make recommendations for improvements to the structure and tools used by the Helpdesk and Desktop Support teams.

• Collaborate with stakeholders to negotiate priority, coordinate activities and schedules.

• Provide Post Mortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users.

• Manage desktops, mobile devices as well as the systems used to support, image, patch and inventory them.

• Development of IT knowledgebase.

• Hire, coach, mentor, review and terminate direct reports.

Awards, Education and Specialized Training

Received many Science and Engineering awards while attending High School including 1st place overall in the state of WV, Awarded opportunity to participate in 2 International Science and Engineering Fairs. Received multiple Department of Transportation awards including summer internship at Coast Guard Headquarters located in Washington D.C., and honorable mention overall.

Jefferson Technical College, Steubenville, OH2 Years Technical Drafting and Design Education

• Received "Who's Who" Award while attending Jefferson Technical College, majoring in drafting and design and had highest GPA in my class.

Continuing Education and Specialized Courses

• Many various courses covering Microsoft and networking technologies.

• ITIL® Foundation for IT Service Management Training, Certified – May, 2014.

• Multiple Microsoft Office, Project, and VISIO courses.

• Multiple Time and Project management courses.

• Multiple HR and Team leadership courses.

• Multiple Cyber-security courses.

ICE® Athletic Center• Created business model and worked with business owners to create new business. Developed

financial projections and budget.

• Designed 57,000 sq/ft facility using AutoCAD software.

• Worked with contractors from project initiation to completion.

• Hired staff and negotiated salaries.

• Personally installed facility technical infrastructure including Microsoft 2003 domain (Small Business Server with Exchange), CAT5 wiring, switch, router, phone system, POS, multimedia, and security systems.

• Managed day-to-day operations including events.

• Produced website and promotional material

• Built lockers, reception bar, and other items.

• Happily married with a wonderful family.

• Live in Granger, Indiana.

• Fascinated with technology.

• Job stability is important to me and my family.

• Great satisfaction when achieving objectives.

• Possess many hobbies including boating, photography, photo and video editing, architectural design (using AutoCAD) and construction of all types.

Personal

BobBuchanan1@hotmail.com

Cell Phone: (574) 250-8520

LinkedIn Profile: https://www.linkedin.com/in/bob-buchanan-08288648