Amara Fofana

* Drive a strong customer service approach and tone.
* Coach, mentor and provide appropriate feedback to staff in order to drive staff development.
* Develop a team culture that emphasizes proactive solutions and automation to reduce repetitive tasks.
* Create processes to measure results, including satisfaction surveys and ticket metrics
* Work with parent company resources to drive adjustments required for technology initiatives
* Manage projects and resources across the network and helpdesk teams
* Improve, automate, and document IT processes
* Develop approaches to improve self-service that reduces the need for users to reach out for support
* Develop positive and consistent onboarding and offboarding processes
* Manage priorities and projects in alignment with agency and parent company goals
* Be an effective escalation point for IT support, and advocate for both the team as well as end users
* Maintain asset inventory records, manage lease refreshes, and build processes that align with agency and parent company goals
* Proactively manage software licensure – improve process and tracking to control license costs
* Compile periodic reports for SOX, ISO27001, and client compliance needs
* Drive continuous security improvement by ensuring security policies, processes and procedures are followed and enforced
* Other duties as assigned.

• Participate in the Department management decision-making and strategic planning process representing technology concerns and solutions.

• Formulate and implement approved goals and objectives, plan and budget for the department in accordance with strategic plan and goals.

• Operationalize and effectively communicate process and changes at the local level for over 700 employees across 24+ separate and unique business units.

• Establish operating procedures for the department; formulate plans to facilitate the accomplishment of assigned responsibilities.

• Prepare timely and clear budget recommendations for leadership that represent an accurate inventory of 1000+ systems/assets across the department to ensure appropriate and timely replacement and/or decommissioning of systems. Follow through and track recommendations over multiple fiscal years to ensure replacement when appropriate and avoid obsolete systems remain in use.

• Organize activities to achieve desired levels of productivity, cost, quality, and productivity standards established for the department.

• Interpret departmental operating policies and procedures to achieve consistency of actions which accomplish assigned responsibilities

• Perform supervisory functions including interviewing, selecting, training and performance appraisal of staff.

• Direct assigned personnel, motivating them to achieve predetermined results in relation to departmental goals and objectives.

• Investigate, identify and recommend software and/or hardware needs and security solutions to ensure department objectives are met and to assist all stakeholders in an efficient and productive manner while ensuring compliance and mitigating risks.

• Establish and implement policies and procedures for department operation. Provide policy interpretation, guidance and direction to employees.

• Develop and communicate department operating policies and procedures in relation to technology.

* Drive a strong customer service approach and tone.
* Coach, mentor and provide appropriate feedback to staff in order to drive staff development.
* Develop a team culture that emphasizes proactive solutions and automation to reduce repetitive tasks.
* Create processes to measure results, including satisfaction surveys and ticket metrics
* Work with parent company resources to drive adjustments required for technology initiatives
* Manage projects and resources across the network and helpdesk teams
* Improve, automate, and document IT processes
* Develop approaches to improve self-service that reduces the need for users to reach out for support
* Develop positive and consistent onboarding and offboarding processes
* Manage priorities and projects in alignment with agency and parent company goals
* Be an effective escalation point for IT support, and advocate for both the team as well as end users
* Maintain asset inventory records, manage lease refreshes, and build processes that align with agency and parent company goals
* Proactively manage software licensure – improve process and tracking to control license costs
* Compile periodic reports for SOX, ISO27001, and client compliance needs
* Drive continuous security improvement by ensuring security policies, processes and procedures are followed and enforced
* Other duties as assigned.

• Provides second-tier support to end-users Laptop/PC hardware and software. Resolves, documents or escalates incidents and service requests within Service Ticket Management system and implements hardware and software deployments, moves/adds/changes. Escalates and Collaborates with Level 3 Server/Network team on advanced technical issues for resolution.

• Handles / performs functional and hierarchal escalations. Responds to inquiries in person, over the phone, or via email with customers in completing incidents or service requests.

• Designs and documents technical processes and procedures.

• Serves as a communication link between business partners and departments.

• Conducts product research and for the purchase of hardware, software and networking services or products

• Reviews outcomes to focus on continual improvement of solutions and services

• Documents and routes, resolves, or escalates incidents and service requests within Service Management system.

• Performs software and hardware troubleshooting.

• Assists with onboarding of new team members.

• Works with the Director of Imaging Informatics to ensure operational compliance with MCW strategic initiatives and regulatory requirements are met.

• Other duties as assigned.

Knowledge – Skills – Abilities

Knowledge of computers, electronics, digital media, databases, applications, software development, risk management, and information security.

Customer support, systems analysis, troubleshooting, problem solving, and listening skills.

Member of the Network Extended Support Team(NEST), as part of this team I operate as a Junior Network Engineer to help provide extended support in the following capacity.

• Review requestors Firewall Tickets in Remedy, trace source and destination hosts to ensure proper security zone and implement required firewall rules accordingly to different firewalls across the enterprise.

• Specifically focusing on Data Center firewalls, providing segmentation in PCI, PROD and other security zones to ensure proper connectivity for application and project deployments.

• As part of this team, we also help do port analysis, trace hosts, mac addresses to port level, to verify configurations and port configurations per Network Leads requests.

• Work and collaborate with multiple teams to help troubleshoot and isolate connectivity issues due to potential firewall blocks, specifically focused on tools in ASDM and splunk.

• Additionally participate on team rotation to provide daily Network health checks, where we login to all critical data center switches (c6k, 5k, 7k) and run several network checks to ensure proper health of the environment. Specifically checking logs, bgp peers, ospf convergence, spanning-tree topology changes, port down reports...etc, then we post a report to the Network team to ensure proper visibility of issues reported on device logs, that are not being reported via monitoring tools.

• As part of the NEST team , we help keep an eye on monitoring alerts and alarms and do first level triage to help isolate if needs to be escalated to the Sr. Network Engineers and Leads.

• As part of this we provide first level support on the following platforms:

o Nexus 7018, 7710, 7706

o Nexus 5020, 56128P, 5696

o Nexus 2248, Nexus 2300

o Catalyst 4507r, 6509, 6513 6506

o Firewalls: Cisco ASA 5506, 5585 in multi-context mode, (our team primarily utilize the ASDM interface)

• Project Manager for new store builds which includes purchasing installing all network equipment (routers, switches, etc.), computers, and all peripheral devices.

• Installation Migration and Software Validation for Microsoft Windows Platforms Windows XP, Windows 7 and Windows 10

• Troubleshoot hardware/software equipment problems, set up, install, configure, maintain, relocate, and/or repair a variety of electronic computing and communications equipment, software and peripherals.

• Applies a broad working knowledge of electronics and information technology via a wide variety of assignments through the application of technical concepts, practices and procedures.

• A member of quick-response end-user support team providing on-site support to the business offices, contact centers and sales offices for the enterprise.

• In addition to performing firewall changes installing routers and configuring switches.  In addition to performing firewall changes installing routers and configuring switches

Responsible for coordinating low-voltage wiring and network circuit installation vendors for new store and business office locations, relocations also ordering computer equipment for new store and business office locations.

Assisted in building a SharePoint database for all IT Systems Technicians to access information for all locations supported.

Supported desktop, laptop, laser printer, MFD fax/copier, Microsoft Windows servers including deployment, repair, administration and lifecycle management.

Telephony Support including – Avaya/Nortel phone system installation, repair, and administration.

• Site management and user desk side support at 2 major client locations in Brookfield, WI and Schaumburg, IL.
• Lead a staff of 2 desktop techs 

• Resolve VOIP, PC, server, Network and cabling issues in both offices.

• Support of approximately 150 people.

• Resolve all printer issues, in addition to installing network printers, ordering parts, monitoring print servers usage along with normal day to day desktop duties

• Installation of Microsoft Windows and Office Suite migration from previous platform

• Technical support team lead.

• Lead a staff of 3 contractors, supporting 2 buildings and approximately 425 people.

• Resolve all PC/Network related issues.

• Monitor the problem ticket queue that are created by the help desk for 2nd level support calls.

• Installed and configured network switches.

• Conduct Dell system rebuilds on motherboards, LCD screens and keyboard replacements.

• Ordered parts from Dell and warranty labor reimbursements on the Dells website to be

compensated for the technician’s time spent replacing parts.

• Administrative support for drive mappings, password resets, groups access, in addition to new user set up, mail moves, profiles and data restores, re-imaging, rebuilding using ghost, Outlook profile recreating, file transfers and a host of other activities on a day to day basis.

Responsible for upgrading users of Dell and IBM machine running Windows NT and 2000 to new Dell/IBM/HP using Windows XP to backup and transfer data. Created

Ghost Images for backup and multiple versions of Operating Systems and

hardware configurations. Mapped necessary drivers for users. Migrate

users from Outlook to Lotus Notes 5 to Lotus Notes 6.5 Set up and

configure AT & T dial up and Cisco VPN.

Conducted application testing and deployment of an Allscripts software

solution in primary care facilities for a major health care provider

allowing physicians to write prescriptions on handheld mobile devices

communicating over a wireless local area network. I was also

responsible for providing end user training for physicians and on-site

support to the medical staff.

Conducted application testing and deployment of an Allscripts software

solution in primary care facilities for a major health care provider

allowing physicians to write prescriptions on handheld mobile devices

communicating over a wireless local area network. I was also

responsible for providing end user training for physicians and on-site

support to the medical staff.