Laurie Cass
Franklin
Summary
Detail-oriented professional with a proven track record in system management, access controls, and policy development. Successfully implemented secure access strategies and developed policies to achieve and maintain GLBA, HIPAA, and PCI compliance. Proficient in creating user-focused training materials, job aids, and documentation to ensure adherence to access management best practices. Skilled at collaborating with vendors, technicians, and cross-functional teams to address access issues and integrate seamless access solutions. Demonstrated success in optimizing and continually improving access management processes, delivering robust security, operational efficiency, and regulatory compliance. Strong communicator and technically adept, consistently delivering innovative access solutions aligned with organizational objectives.
Overview
21
21
years of professional experience
2
2
Certification
Work History
Associate Solution Architect
Southern New Hampshire University
01.2023 - Current
- Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
- Created and implemented innovative business solutions to support corporate objectives.
Senior Application Support Analyst
Southern New Hampshire University
01.2019 - 01.2023
- Develop and implement solutions that align with business needs, security policies, and regulatory requirements, including but not limited to GLBA.
- Create and maintain policies, standards, and procedures to ensure consistent and secure access management practices.
- Work with various stakeholders, including IT, security, and business teams, to understand requirements and ensure alignment.
- Document application security architectures, policies, and procedures.
- Continuously monitor and improve processes and technologies.
- Provided training to peers and business partners to ensure proper understanding and use of systems.
- Provided evidence of process procedures and ensured compliance during a school financial aid access audit.
- Manage user accounts, access permissions, and roles, using role-based access to ensure the right individuals have the appropriate access to systems and data.
- Used ServiceNow to track, maintain and update trouble tickets.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Application Support Analyst
Southern New Hampshire University
01.2014 - 01.2019
- Responsible for supporting mission-critical, campus-wide applications including Colleague, Informer, Webi, and Perceptive Content.
- Aided users in functional departments and liaised between users and ITS staff.
- Applied innovative thinking and research to efficiently troubleshoot application issues.
- Documented departmental processes and decisions in the knowledge base.
- Developed comprehensive user job aids, including step-by-step guides and visual instructions, to enhance user understanding and ensure effective task execution.
- Used ServiceNow to track, maintain and update trouble tickets.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
It Systems Support
The Prescription Center
01.2004 - 01.2014
- Oversaw the installation, maintenance, development, and upgrades of operating systems, equipment, and telecommunications to ensure optimal functionality and performance.
- Worked closely with vendors and technicians to address hardware and software issues, including defective products, and coordinated necessary services to ensure timely resolutions.
- Collaborated with diverse departments to identify, address, and resolve system-related issues efficiently.
- Developed and managed comprehensive disaster recovery plans, system security protocols, and policy documentation to ensure organizational resilience and compliance.
- Created comprehensive training manuals and instructional materials for staff, while documenting computer systems and network configurations to ensure smooth operations and effective knowledge transfer.
Education
BS - General management, General Mathematics, Computer Information Systems
Plymouth State College
Plymouth, NH05-1995
Skills
- Problem solving
- Analytical skills
- Intellectual curiosity
- Customer service orientation
Certification
ITIL Foundation Certificate in IT Service Management
Accomplishments
- Coordinated and drove change to improve the processing time for the student accounts refund process, reducing the processing time for the check run from 12 hours to 90 minutes.
- Researched and assisted with automating the correction of 50,000 records for the Registrar team.
- Developed Security directive documentation for SIS and related applications security processes and user guide.
- Worked with the ServiceNow team to develop catalog items for security requests to provide visibility of work needed and documentation of work completed.
- Developed several process automations to increase team productivity.
- Managed user access for Gene.SIS project.
Timeline
Associate Solution Architect
Southern New Hampshire University
01.2023 - Current
Senior Application Support Analyst
Southern New Hampshire University
01.2019 - 01.2023
Application Support Analyst
Southern New Hampshire University
01.2014 - 01.2019
It Systems Support
The Prescription Center
01.2004 - 01.2014
BS - General management, General Mathematics, Computer Information Systems
Plymouth State College
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