Alex Pratt
American Fork,UT
Summary
Dynamic IT leader with a proven track record at Global Payments Inc, driving cybersecurity initiatives that cut vulnerabilities by 80%. Expert in strategic planning and team management, I excel in optimizing IT operations and enhancing compliance. Strong communicator skilled in MDM and cloud services, dedicated to delivering impactful technology solutions.
Overview
10
10
years of professional experience
Work History
IT Technical Operations Supervisor
Global Payments Inc
Lindon, Utah
01.2022 - Current
- Led a team of 6 IT professionals, overseeing helpdesk operations, infrastructure improvement and change management, and large scale project management.
- Implemented cybersecurity measures reducing security vulnerabilities by 80%.
- Managed IT budget of $2 million, ensuring cost-effective technology solutions and reduction in excess spending.
- Directed the migration to MFA services using Okta, improving system scalability and reliability within Enterprise solutions.
- Developed and enforced IT policies and procedures, ensuring compliance with industry standards.
- Developed inventory tracking with automated check in and out processes for auditing, and end of life tracking.
- Improved SLA's by 80% by managing team KPI's for improving performance.
Senior IT Associate
Global Payments Inc
Lindon, Utah
01.2021 - 01.2022
- Designed, implemented, and maintained complex MDM systems for patch management and software compliance for both Windows and MacOS systems.
- Troubleshot and resolved network and hardware issues, minimizing downtime and ensuring business continuity.
- Triaged critical system outages and security breaches across multiple business sites.
- Managed ticketing system for improved team response times to 30 minutes, down from 36 hours.
- Maintained systems for PCI/HIPAA compliance and standardization.
- Provided technical support and training to end-users and IT technicians, improving overall department efficiency.
- Created escalation policies and procedures for difficult issues, and critical system outages.
- Managed large scale projects for over 1200+ users and systems.
IT Support Specialist
Granger Medical
Taylorsville, Utah
01.2020 - 01.2021
- Developed MDM system in JAMF for patch management, security, and software compliance.
- Troubleshot and resolved network and hardware issues, minimizing downtime and ensuring end user uptime to help patients more efficiently.
- Developed MFA options for improved infrastructure access to critical infrastructure services.
- Provided technical support and training to end-users, improving overall system efficiency.
- Created escalation policies and procedures for difficult issues, and critical system outages.
System Administrator
Ancestry
Lehi, Utah
01.2015 - 01.2020
- Managed user access and permissions on domain systems.
- Developed and maintained company computer imaging processes and standards.
- Maintained relationship with vendors to ensure best pricing options for hardware and system delivery.
- Created escalation policies and procedures for difficult issues, and critical system outages.
- Created patch management schedules and maintained software compliance within enterprise solutions.
- Created and maintained inventory within helpdesk environment.
- Provided end user solutions to internal team members within SLA requirements.
- Triaged critical system outages and security breaches across multiple business sites.
Education
Bachelor in Information Technology - Computer Network Systems
ITT Technical Institute
Murray, UT12-2009
Skills
- IT management: Strategic planning and budgeting
- IT management: Team leadership and project management
- Infrastructure: System maintenance and cloud services
- Infrastructure: Cybersecurity and SaaS solutions
- Technical: Windows server and virtualization
- Technical: MDM and end user computing
- Tools: Active Directory and VMware
- Tools: Okta and Azure
- Tools: Google administration and ITSM
- Tools: JAMF management and ServiceNow
- Tools: ZScaler and VPN management
- Tools: Workspace ONE
- Communication: Verbal and written communication
- Communication: Technical documentation and presentations
Timeline
IT Technical Operations Supervisor
Global Payments Inc
01.2022 - Current
Senior IT Associate
Global Payments Inc
01.2021 - 01.2022
IT Support Specialist
Granger Medical
01.2020 - 01.2021
System Administrator
Ancestry
01.2015 - 01.2020
Bachelor in Information Technology - Computer Network Systems
ITT Technical Institute
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