Hope Bourne

Experience

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  A&A Language Services

  Feb 2003 - Jan 2005

  Spanish Interpreter

  Provided oral interpretation and written translation in person and via phone and internet between Spanish and English, with a focus in the medical field.

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  Valley Communications Center

  Jan 2005 - Sept 2022

  - Technical Lead with responsibilities in the following areas: design, diagnosing, remediation, hands-on installation and management of switches, routers, wireless access points, firewalls, intrusion detection/prevention systems, security devices, virtual private networks, network servers, network management servers, authentication servers, vulnerability and exploit assessment tools- Responsible for securing network by developing network access, monitoring, control, and evaluation; maintaining documentation.- Manages and follows standard practices and procedures to design, install, configure, test, support, monitor, maintain and troubleshoot critical network components.- Manages and oversees infrastructure devices with recommended, stable software revisions and patches – including timely deployment of security fixes- Implements and manages all aspects of IT security, including publication of appropriate security policies to ensure employees, contractors and customers understand the proper use of corporate network resources.- Evaluates and documents network performance, making recommendations to enhance and improve.- Develops and maintains accurate and thorough documentation of the network architecture, its design criteria, performance metrics, etc.- Evaluates new products/technologies to determine impact on existing system configurations and prepares/presents information to decision makers.- Maintains accurate records of maintenance, inventory, and security measures associated with the Center’s voice and data networks.- Establishes network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router administration, including interface configuration and routing protocols.- Understands and abides by current CJIS security policy as it relates to network security and CJIS data. Show less - Responsible for technical management of the Center’s critical public safety Computer Aided Dispatch (CAD) System.- Performs analytical duties in the development, operation, administration, and support of the Center’s CAD System and related technologies- Manages projects related to maintaining and enhancing the CAD system and related technologies- Tests and supports a variety of specialized computer software, components and devices - Provides technical support and assistance to end users Show less Received, prioritized and relayed time-sensitive requests and messages from the public to police, fire and EMS (Emergency Medical Services) personnel.-Dispatched appropriate agency or agencies, updated information and monitored status of on-site personnel.-Handled multiple incidents at once and continuously evaluated and modified responses as situations changed.-Interpreted emergent and non-emergent calls from Spanish to English as well as provided oral and written interpretations for field personnel.-Used a multi-line phone system, two-way radios and complex computer systems.-Exercised discretion while dealing with sensitive information.-Maintained a calm and professional demeanor while dealing with a high volume of stressful incidents.-Rapidly managed several time-sensitive tasks with a high degree of accuracy.-All the responsibilities of Telecommunitor I (see below). Show less

  • Network Administrator

    Nov 2018 - Sept 2022

  • CAD System Administrator

    Jan 2016 - Nov 2018

  • Communications Officer II

    Jan 2006 - Jan 2016

  • Communications Officer I

    Jan 2005 - Jan 2006
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  South King Fire & Rescue

  Sept 2022 - Mar 2024

  Information Technology Supervisor

  - Supervises the daily activities supporting the district’s IT infrastructure.- Maintains the District’s computer system, network, telephony, and communication technologies, while ensuring the smooth workflow in each functional area. - Supervise IT staff work schedules to ensure adequate coverage during the work week. Assign work and oversee the work product. Provide clear and direct instructions to IT staff. Determine the daily priorities, ensuring the team understands technology support priorities and expectations.- Coach, counsel, and conduct performance evaluations of direct reports. Provide direction and mentor subordinates on IT functions, policies, and industry best practices. - Train IT staff and monitor performance. Communicate openly with all staff to address issues that arise during their work. - Oversees infrastructure configuration and maintenance of on-premises and cloud server systems, networking and security appliances, IP phone systems, peripheral technologies, radio communications, and security access control.- Maintenance of Windows Active Directory environment, domain user account management, and group policies.- General knowledge of Microsoft SQL Server and essential query functions. Creates and maintains database backup strategies.- Develop and assist the district in user training of implemented software and hardware technologies.- Responsible for administering IT equipment inventory and records.- Responsible for overseeing data quality assurance for all applicable business systems. Ensures data QA/QI is completed and disseminated to the appropriate agencies.- Oversees all reporting and analytics strategies for the organization.- Provides direction to the district’s GIS program.- Assists in supporting all District-related technologies and other daily operations, projects, and further related assignments directed by management Show less

• 

  City of Tacoma

  Apr 2024 - now

  Systems Operations Technology Manager

  Information Technology Manager leading the System Operations section of the Infrastructure Services and Operations Division.- Responsible for 24/7 operations of IT systems and the team that supports that environment.- Responsible for direct supervision of staff, assigning and prioritizing work, communicating clear expectations, scheduling and coverage, managing towards deadlines, coordinating training and career development, performance evaluations, skill assessments, and other personnel related functions such as hiring and discipline.- Manages all aspects the System Operations team's day to day IT operational activities, including Administration of Cloud, Compute, Storage, Platform and Software as a Service based environments.- Ensures proactive monitoring, maintenance, and resource planning for technology systems, including firmware and operating systems updates and vulnerability patching.- Provides appropriate change control for all production systems and environments.- Ensures Service Level Agreement metrics are maintained; prioritizes and schedules activities to meet deadlines and assure necessary staff coverage.- Leads efforts in establishing and maintaining operational support procedures, technology standards, policies, and effectively manages to achieve them.- Coordinates incident response; participates in ITIL Problem management and root cause analysis efforts.- Responsible for coordinating multiple projects utilizing industry standard best practices, tools, and resource allocation methodologies.- Plan, forecast, analyze and manage budgeted funds and utilization of resources. Suggest alternatives to improve performance and increase productivity and efficiency. - Research new products and information technology innovations; prepare detailed bid specifications for product or service acquisition.- Prepares detailed cost/budget analysis reports including cost estimates for user departments on projects or proposals. Show less