Jack Ullstrup
Phoenix,AZ
Summary
Overview
20
20
years of professional experience
Work History
IT Service Desk Manager
Alliance Defending Freedom
01.2022 - Current
- The Servant Leader to the IT Service Desk team and who assists when needed and investigates more complex issues
- Drive the IT Department and serve as champion for maintaining ITSM framework
- Ensure the Service Desk team is meeting stated service level agreements (SLAs) with excellence
- Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance - Champion Continuous Improvement
- Rely on experience and judgment, as well as pre-established processes and procedures, to identify, research, and resolve technical issues
- Coordinate Team Leads related to existing I.T
- Systems and implementation of new I.T
- Technologies
- Primarily responsible for level 3 (escalated) Service Desk tickets
- Determine the root cause of problems and identify workarounds or permanent fixes
- Ensures workarounds and permanent fixes are documented and communicated
- Ensure effective and prompt communication throughout the process of all Service Desk cases
- Lead and Develop end-user training sessions
- Create, Update, and enforce the use of standard operating procedures and policies by all team members
- Perform other duties or special projects, as required, in support of department goals
- Act as a servant leader by training, encouraging, coaching, and developing your Team Members
- Foster a spirit of trust and innovation in your team
- Regularly meet Team Members to discuss their progress and complete Career Path Discussions
- Manage time off requests and timecards
- Coach team members and end-users with advanced technical issues.
Security System Analyst / Scrum Master
INTEL
01.2017 - Current
- Manage daily scrums, prioritize tasks, track efforts, manage risks, communicate with stakeholders, support user support activities, and manage Service Level Agreements (SLAs)
- Lead a team of contractual workers to assist with customer integrations, address customer-reported issues relating to applications, and integrate new customers to various AD security applications
- Perform customer integrations for applications related to security for Active Directory, which includes systems and people management and secure password storage and retrieval
- Provide end-user training to new customers for Active Directory Security Applications
- Act as the Scrum Master for the Active Directory Delivery team and utilize the Agile process to run Sprint Release ceremonies; ensure work is completed in a quick fashion and eliminate roadblocks
- Collaborate with internal customers that use the applications and resources, and teach the customers how to use the application, problems that might occur, and how to request help
- Analyze work details for accurate reporting to Management
- Identify areas and individuals to provide additional support, and ensure the team is not over-committed
- Partner with Technical Account Managers from Microsoft to ensure smooth integration of applications.
Governance Information Manager
INTEL
01.2019 - 01.2022
- Manage all aspect of information related to factory construction
- Lead a team of document control administrators in day to day operations
- Perform Administration of Enterprise Applications for Construction management – BIM360
- Lead Program Teams for new technologies and advancements with MS 365 and TEAMS
- Perform Quarterly Audits for resources and manage permissions
- Serve as Organizational Liaison /Escalation Manager to Information Technology
- Partner with staff technical managers for sustaining/support of Info Systems and Data Analytics.
IT Incident Commander
INTEL
01.2016 - 01.2017
- Responded to and facilitated IT Emergency Crisis Events that could harm the company reputation or financial well-being
- Managed Resources, sent regular communication updates, and conducted post mortems
- Participated in various security investigations; followed up with peers involved and/or impacted by events
- Analyzed data for trends to identify future occurrences and updated and validated documentation
- Collaborated with vendors, including Microsoft and Cisco, for troubleshooting assistance for escalations.
Technical Operations – SCADA Systems Analyst
INTEL
01.2014 - 01.2016
- Implemented new system capabilities for expanded factory operations and new construction; managed IT systems and applications vital to factory and site operations
- Managed customer relationships with industrial site partners, which included responding to customer issues, and participated in customer meetings for roadmap, project review, and future enhancements
- Performed routine application sustaining to ensure efficient and proper function and conducted hardware maintenance on various clients and servers, such as system upgrades and patching
- Regularly audited environment for security vulnerabilities, and eliminated threats through network changes and outdated software
- Conducted data analysis of various system indicators to identify potential problems
- Provided peer training to new team members and identified areas for development
- Compiled weekly activity report for site operations review and sent to management for review
- Collaborated with remote peers to connect industrial systems to the supported IT environment.
Service Desk - Systems Operations Engineer
INTEL
01.2004 - 01.2014
- Provided advanced Support for data-driven applications that affected factory performance and bottom line
- Conducted data center management by ensuring 100% uptime for critical servers and clients
- Performed analysis activities for constant improvement using LEAN Tools; LEAN Champion
- Performed various aspects of application sustaining, which included reviewing activity logs and performance, and accurately documenting incidents
- Assisted first-level Engineers with data center hardware installs and maintenance, conducting network enhancements, and updating technical documentation
- Trained peers on new system, applications, and enhancement capabilities
- Collaborated with HP and Microsoft on problematic service OS issues.
Education
Master of Science Degree in Information Management (MSIM) -
ARIZONA STATE UNIVERSITY
Phoenix, AZ01.2014
Master of Legal Studies – Corporate Compliance (MLS) -
ARIZONA STATE UNIVERSITY
Phoenix, AZ01.2021
Bachelor of Science Degree in Information Technology -
UNIVERSITY OF PHOENIX
Phoenix, AZSkills
- Service Level Agreements
- Operational Excellence
- Lean / Agile
- Information Management
- Information Security Principles
- Data Workflows
- Project Management
- Scrum Master
- MS365
- Quality Assurance
- Technical Leadership
- ITIL
- Compliance / Governance
- Inventory Oversight
- Customer Service
- Delegating Work Assignments
- Conflict and Issue Documentation
- Policy Enforcement
- Operations Oversight
- Documentation and Reporting
- Time Management
Additional Training Certifications
- CSM Bootcamp
- PMP Prep Bootcamp
- Lean Six Sigma
- Certified Scrum Master (CSM), Scrum Alliance
- ISACA Cybersecurity Certification
- Agile SAFE 4.0 Certification
Timeline
IT Service Desk Manager
Alliance Defending Freedom
01.2022 - Current
Governance Information Manager
INTEL
01.2019 - 01.2022
Security System Analyst / Scrum Master
INTEL
01.2017 - Current
IT Incident Commander
INTEL
01.2016 - 01.2017
Technical Operations – SCADA Systems Analyst
INTEL
01.2014 - 01.2016
Service Desk - Systems Operations Engineer
INTEL
01.2004 - 01.2014
Master of Science Degree in Information Management (MSIM) -
ARIZONA STATE UNIVERSITY
Master of Legal Studies – Corporate Compliance (MLS) -
ARIZONA STATE UNIVERSITY
Bachelor of Science Degree in Information Technology -
UNIVERSITY OF PHOENIX
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