Alexander King Schaap V
Mountain View,CA
Summary
Demonstrable Senior Service Desk Agent at Stanford Health Care as evidenced by handling over 9,767 calls and triaging 1321 School of Medicine incidents. Renowned for mentoring and enhancing team efficiency, my expertise in HIPAA compliance and ITIL v4 practices significantly improved service delivery and data protection standards. Eight years of passion for IT and Cyber Security have catalyzed strides taken out of scope of workplace or academic parameters to hone working knowledge of industry standard best practices for private enterprise & public organizations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Service Desk Agent
Stanford Health Care & Stanford School Of Medicine
01.2023 - Current
- Promoted to Senior role by Service Desk leadership in less than 12 months FTE
- Ranked #2 in the "Top 20 Most SHC Calls handled by SD Agents in 2022" (6,623 Call Count Total, 6.22% Percentage of Count)
- Consummate team player - assists and trains new agents, seen as a mentor by team members
- Evaluated feasibility of Platform-as-a-Service (PaaS) products for change management project
- Enhanced existing policies
Service Desk Agent
Stanford Health Care & Stanford School Of Medicine
09.2021 - 01.2023
- Diagnosed and resolved user system functionality for hospital staff in a complex environment featuring ~1600 unique applications.
- Consistently resolved incidents and service requests on first contact for common IT issues, adhering to SHC knowledge databases and technical, clinical, and protocol related updates.
- Ensured device compliance for end users attesting to having access to High Risk Data per HIPAA within an endpoint management platform for Stanford University's School of Medicine
Work History Gap
Self-Employed
03.2020 - 09.2021
- Previous employment unexpectedly cut short after company wide layoffs were instantiated due to ongoing pandemic.
- Received Moderna vaccination series.
- Outsourced small scale consultant (CMS admin and digital media creation) work to generate income.
- Audited certification tracks within gap phase to stay relevant.
- Sharpened tech savvy skillset via building virtual machine clients & servers (bitcoin node, linux pen-testing client, apache HTML server)
Tech. Support Specialist (Primary & After Hours)
ScImage Intl.
06.2019 - 03.2020
- Demonstrated technical strength and time management skills via 670+ issues resolved over 10 months - exhibited competitive tenacity to meet general and high profile site specific SLA's within high volume call center, working up to peaks of 25-30 tickets. Ranked #2 for most productive in my department.
- Observed NIST/GDPR/HIPAA standards and compliance, advised new internal and external personnel - upheld Confidentiality, Integrity, and Availability of IP and PHI (protected health information) data. Addressed bad practices within internal and external workflows to improve security posture and maintain compliance.
- Utilized system and process logging to decrease anomalous server CPU loads and inefficient memory storage from <=90% down to nominal levels - maintained OS updates, corrected NAS long term archive storage implementation, monitored disk drive health to ensure high 99.999% availability is met.
- Boosted numerous client side workstation speeds by almost ~50% - Advised customers on workflow specific best practices and keyboard shortcuts, updated out of date dependencies and client software, managed hardware failures.
- Appropriated ~50+ escalations via sufficient triage and clear documentation to Tier 2, Fields, Apps, and Engineering - Displayed strong independence in tandem with critical teamwork to determine specific use-case resolutions and escalation channels.
- Responsible for ~10-20% increased regional sales revenues on accounts by raising client to vendor confidence ratios - Delivered timely follow-ups utilizing customer service oriented tone to cover technical details with sensitive customers per strict need-to-know bases.
- Conferred with vendors such as GE and Epic to obtain proprietary conformance statements to determine complex workflow solutions.
- Integrated various Linux tools within local server testing environments - In free time performed client/server and web application vulnerability assessments for legacy and new rolling software releases. Documented results.
Desktop Support Technician
EMR CPR
04.2019 - 02.2020
- Trained in desktop rack and stack
- Contract position used as vector for supplemental income on weekends
Server
Chilis
10.2012 - 02.2019
- Performed every Front of House position executing strong focus on customer service and punctuality.
- Increased department wide on premise company metrics during peak hours such as ITR(Intent to Return), Customer Satisfaction and Attentiveness by ~7-10% within one year.
- Overall awarded six Esteemed Team Leadership placards for exemplary service, reliability, and teamwork during quarterly department meetings.
Education
Associate of Science - Computer Science
Foothill College
Los Altos, CAAssociate of Arts - Communications
College Of The Sequoias
Visalia, CAAAT - Computer Science
San Jose City College
San Jose, CAAssociate of Science - Computer Information Systems
West Hills College
Lemooore, CASkills
- Healthcare PHI/PII data protection and privacy based HIPAA background, GDPR, ISO IEC 27001 and 27002, SANS compliance and standardization
- ITIL v4 modeled creation, delivery and continual improvement of technology-enabled products and services
- Clarity, prompt, team focused documentation via ServiceNow - excellent communication skills (Average WPM 110)
- Policy writing & implementation, mentoring, appropriate escalations to leadership/Managed Service Providers/Vendors
- Training & conducting interviews
- Testing & evaluation of PaaS products
- Asset Management via Azure, BigFix, Workspace ONE (Airwatch), JAMF & analysis of critical infrastructure via SIEM, Event Viewer, Resource Monitor
- Network endpoint administration via NetDB
- Detail driven process and system debugging via I/O log aggregation & parsing
- TCP/IP & OSI Troubleshooting and diagnostic modeling
- Proprietary encryption, compression standards, and conversion of abstract data structures to industry standard format
Accomplishments
- Attended DEFCON 25/26/27.
- Strong professional network composed of bay area and nationwide vendors/CISO/CIO's via ISSA, ISC2 and LinkedIn engagement.
- Volunteered as room monitor for ISSA's 2017 "Digital Danger Zone" San Diego International.
- Conferred with SIEM vendors at Cornerstones of Trust 2018.
- Relocated to bay area for greater access to opportunity.
- Continuing education via local ISC2 & ISSA chapter meetings & webinars.
Certification
- Microsoft Office Specialist - May 2009
- CompTIA Security+ - Jan 2018 (Expired on January 10, 2021)
- (ISC)² Certified in Cybersecurity (CC) - June 24, 2023
Timeline
Senior Service Desk Agent
Stanford Health Care & Stanford School Of Medicine
01.2023 - Current
Service Desk Agent
Stanford Health Care & Stanford School Of Medicine
09.2021 - 01.2023
Work History Gap
Self-Employed
03.2020 - 09.2021
Tech. Support Specialist (Primary & After Hours)
ScImage Intl.
06.2019 - 03.2020
Desktop Support Technician
EMR CPR
04.2019 - 02.2020
Server
Chilis
10.2012 - 02.2019
- Microsoft Office Specialist - May 2009
- CompTIA Security+ - Jan 2018 (Expired on January 10, 2021)
- (ISC)² Certified in Cybersecurity (CC) - June 24, 2023
Associate of Science - Computer Science
Foothill College
Associate of Arts - Communications
College Of The Sequoias
AAT - Computer Science
San Jose City College
Associate of Science - Computer Information Systems
West Hills College
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