Kevin Highfill

• Responded to incoming tickets in Service Now by addressing and resolving issues raised, ensuring efficient ticket resolution and customer satisfaction
• Supported security policies by implementing and monitoring security measures, enhancing overall network and system security to minimalize vulnerabilities
• Created and reviewed VSRs to determine the security worthiness of potential vendors
• Recognized for improving the of the VSR requests using OneTrust after taking on vendor security reviews
• Partnered to implement VSRs using NIST template to define requirements
• Collaborated on the migration to the Genomic Health Okta platform after the acquisition by Exact Sciences required the combination of two Okta instances into one

• Responsible for supporting security policies and activities for networks, systems and applications, including vulnerabilities
• Created and reviewed VSRs to determine the security worthiness of potential vendors
• Followed up on the penetration testing conducted by an outside vendor engaged in assessing security vulnerabilities by creating tickets in ServiceNow based on the recommendations of the vendor
• Tickets were assigned to the appropriate departments, and I followed up to ensure they were completed

• Managed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, telephones, and software applications
• Ensured the helpdesk calls were quickly tended to and remediated within the first call, worked on ServiceNow Tickets, performed client backups, and assisted with the quarterly and year-end SOX reviews of user accounts
• Analyzed complex trends, developed reports, supported communication of issues to the business, and processed the issues throughout the problem recovery workflow
• Led a myriad of technical projects, including Active Directory cleanups, improved the ServiceNow hardware database and knowledge base, wrote numerous support desk processes, and traveled to regional sales meetings to assist with updating equipment provisioning

• Followed standard help desk operating procedures, logged all customer information using case-tracking software, managed customer support requests, and escalated when necessary to ensure clients' problems were handled as expeditiously as possible
• Participated in an on-call rotation and managed outages, which included notifications to the company and coordinating with additional staff to resolve the outage
• Supported all IT products and services, including answering questions from clients, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Successfully streamlined the onboarding experience via account creations and access requests, including equipment coordination and provisioning as new hires were brought into the organization

• Provided desktop and phone support for Genomic Health and assisted with the move of the information technology department to a new building

§ Provided desktop support for clients of Taos Mountain, Brocade Communications, and Applied Materials.

§ Updated Dell laptop and desktop imaging, including current software and patches.