Joel Borgman

• Oversaw IT department operations and training.
• Built, repaired and installed computer-related hardware based on deployment procedures.
• Created and terminated user's accounts from start to finish in business applications.
• Demonstrated familiarity with latest hardware, software and networking technology.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Managed life cycle replacement of hardware and software.
• Implemented and maintained technology and software budget.
• Analyzed network security and current infrastructure, assessing areas in need of improvement.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.

• Assisted network group with tasks and troubleshot.
• Offered system and application support to internal employees.
• Implemented new applications, features and enhancements to existing applications.
• Monitored daily logs and reports and escalated issues to system administrators to reach resolution.
• Delivered training, documentation and end-user support.
• Installed and configured network printers and other peripheral devices.
• Planned and implemented upgrades to system hardware and software.
• Evaluated software products to determine compatibility with existing systems.
• Led server infrastructure development, quality assurance, staging and production systems.
• Diagnosed and resolved hardware and software issues.
• Researched and recommended new technologies and strategies for improving system performance.

• Created and implemented IT policies including IT security, acceptable use, mobile device, incident response, and change management policies
• Conducted the IT risk assessment and cyber security risk assessment
• Developed a vendor management program to document and manage vendor relationships
• Created a business continuity and disaster recover plan
• Managed the VM Ware virtual environment
• Implemented a help desk ticketing solution
• Prepared IT area for OCC and 3rd party audits and managed audit information requests
• Developed and enacted changes based upon audit results and recommendations
• Managed day-to-day computer user needs
• Started a company mobile device program
• Negotiated and managed bank facility contracts for IT and other areas

• Performed day-to-day LAN and WAN administration, maintenance, and support.
• Provided security incident triage and response.
• Introduced automation of monitoring system for 24/7 network systems, bolstering continuity of operations.
• Administered software licensing and purchasing for effective installation of network.
• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Assisted with implementation and support of network monitoring tools.
• Oversaw development and maintenance of computer systems, server upgrades and operating systems.
• Monitored networks and network devices to resolve technical problems quickly.
• Configured and performed troubleshooting with routing and switching protocols.
• Documented changes made to network and systems, providing evidence for audit trails.

• Recruited, trained and supported help desk technicians and representatives.
• Provided on-call support for critical issues.
• Managed help desk consisting of 4 employees and conducted performance evaluations.
• Provided basic end-user troubleshooting and desktop support.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.