Robert H. Buchanan Jr.5845 Cottage Circle, Granger, Indiana 46530 bobbuchanan1@hotmail.com (574) 250-8520

Qualifications Accomplished Network Infrastructure and Service Desk Manager with over 14 years’ of ITIL®

Information Technology Service Management (ITSM) delivery experience. Proven service continuous improvement achieved through process implementation, service fault tolerance, strategic planning, fiscal planning, budget management, vendor management, service request, incident management and problem resolution, risk/change management, optimization, hardware/software inventory life-cycle, proactive monitoring, reporting and analysis, task/project management.

Background in Microsoft networking, Windows workstation & server, storage (including RAID, NAS and SAN), operational recovery and related technologies. Understanding of Active Directory & Domain architecture, DHCP, DNS, File and Print server functions.

Understanding of computer networking – firewalls, routing, IP subnetting, switches and VLANs.

Experience implementing Project Management Office to achieve successful project execution and closure. Ability to multi-task, prioritize and be detail-orientated. Minimize scope creep with a customized PID (Yellowpad) process. Effectively communicate with stakeholders and all levels of management. Ability to communicate complex technical problems concisely and professionally to technical and non-technical audiences.

Experience with NCUA, PCI, and FFIEC compliancy. Experience coordinating the installation of a multi-layered cybersecurity program and performing daily cybersecurity analytics to mitigate threat and vulnerability risk. Coordinated and performed 3rd party vulnerability penetration testing, vulnerability and security patch management, security policies and processes. Understand computer and network forensics, system and network security, incident management, intrusion detection, vulnerability and patch management, log analysis, and related technologies.

Experience supporting Microsoft, Apple, and Android mobile device platforms.

Diagnostic and troubleshooting skills with direct focus on the source of issues to quickly and effectively solve the problem.

Actively manage, oversee, coordinate, monitor, and review the day-to-day performance of Tier 1 Desktop to Tier 3 Engineering Support resources, in such a manner as to consistently and reliably achieve the Service Levels.

Strategic thinker with a drive for continuous service improvement. Establish key metrics and develop/provide effective reporting of key performance indicators and trends.

For more information, please visit my LinkedIn Profile:https://www.linkedin.com/in/bob-buchanan-08288648

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Career Summary

INOVA Federal Credit Union 2008 – October 31st, 2016Manager of Networking / Risk Officer

Led an internal team and consultants supporting a diverse and complex technical environment including 9 physical locations, a server infrastructure consisting of over 50 physical and 80 virtual servers (clustered Hyper-V/SAN configuration), 200 desktops and laptops, ShoreTel VoIP phone system, Juniper and Cisco layer-3 network infrastructure, pro-active system monitoring, Microsoft Active Directory, Microsoft Exchange, disaster recovery, and company website.

Introduced and managed the execution of operational processes aligned with ITIL® framework including, but not limited to: service desk, change management, project management, vendor management, incident / problem management, a knowledgebase and customized reporting. Selected and configured HelpStar ServicePRO as the service desk platform to help achieve these objectives. The credit union benefited by improved performance, reliability, and efficiency.

Risk Officer: Developed and managed an effective multi-layered information security program that included McAfee and Proofpoint cloud-based SaaS email Filtering; Palo Alto Next Generation Firewall for remote access, intrusion, vulnerability, and web browsing protection; DUO two-factor authentication; mobile device management using IBM MaaS360; VIPRE end-point anti-malware; and IBM Trusteer APEX for advanced malware protection. Performed daily event analysis and daily reporting. Presented quarterly updates to the company executive security committee. Managed external penetration testing and remediation. Developed and implemented information security policies, standards and procedures to secure and protect data residing on systems.

Led design and successful conversion of a company wide area network from twisted pair copper “T1” technology to fiber Ethernet. Negotiated and worked with various vendors including Comcast, Frontier, EarthLink, CenturyLink, AT&T and Time Warner to achieve desired objectives.

Worked with consultants to achieve automatic Ethernet fault tolerance using Cisco HSRP and BGP resulting in reliable network connectivity.

Instrumental architecting the design and implementation of a disaster recovery (business continuity) solution that supported data replication, deduplication and other backup methods to a remote data center.

Performed team performance reviews. Coached, motivated and orchestrated skill set development.

Promoted a hybrid service delivery approach that achieves cost effective service excellence, utilizing various outside consultants successfully mixing internal and external resources.

Managed a 1 million dollar annual budget. Negotiated IT contracts and vendor selection.

Introduced Microsoft System Center Configuration Manager (SCCM) for vulnerability updates, software distribution and hardware / software inventory. Hired and assigned engineer to support role.

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ICE® Athletic Center, Mishawaka, IN 2005 - 2008General Manager

Created business model and worked with business owners to design and build business.

Managed a multi-million dollar business, technology, staffing of over 50 employees, HR, projects, marketing, programs, contract negotiations, schedule management and other functions.

Designed and implemented facility technical infrastructure including Microsoft 2003 domain (Small Business Server with Exchange), phone, multimedia, and security systems.

Managed day-to-day operations and event coordination with emphases on continuous improvement.

EDS (Sara Lee Bakery Account) 2004 - 2005Manager of Computer Operations, LAN/WAN, and Desktop Services

Managed 23 I/T professionals (L1, L2, L3 service desk, administrative and operations staff)

Supported a computer infrastructure environment consisting of approximately 160 Microsoft servers, and over 3600 local and remote users via multiple LANs, Frame-relay WAN, VPN and RAS.

Established process methodologies and enforced ITIL® standards. Implemented project management process managing multiple projects of various sizes and complexity.

Utilized Remedy to manage service desk.

Managed 24x7 data center operations.

EDS (National Steel Account) 1995 - 2004Team Lead - Infrastructure Specialist and Chief Technical Architect

Managed a staff of I/T professionals in an SLA-driven environment.

Supported a computer infrastructure environment consisting of approximately 40 Microsoft servers, and over 2000 local and remote users via multiple TCP/IP LANs, Frame-relay WAN, VPN and RAS.

Implemented and led a project office including annual technical planning.

Supported change and problem management processes.

Coordinated the resolution of technical problems reported through the trouble ticket process.

Collected, analyzed and presented system, network performance metrics.

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Awards, Education and Specialized Training

Received many Science and Engineering awards while attending High School including 1 st place overall in the state of WV, Awarded opportunity to participate in 2 International Science and Engineering Fairs. Received multiple Department of Transportation awards including summer internship at Coast Guard Headquarters located in Washington D.C., and honorable mention overall.

Jefferson Technical College, Steubenville, OH2 Years Technical Drafting and Design Education

Received "Who's Who" Award while attending Jefferson Technical College, majoring in drafting and design and had highest GPA in my class.

Continuing Education and Specialized Courses

Many various courses covering Microsoft and networking technologies.

Multiple courses for Microsoft Office, Project, and VISIO.

Multiple Time and Project management courses.

Multiple HR and Team leadership courses.

Multiple Cyber-security courses.

ITIL® Foundation for IT Service Management Training, Certified – May, 2014

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