William Collard, M.S. Cybersecurity

Experience

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  Proxim Wireless

  Dec 1997 - Aug 1999

  System Administrator
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  Massachusetts Air National Guard

  Jan 1998 - Jun 2013

  Client Support Administrator

  Placed in leadership positions to complete mission tasks where tight schedules, safety, and security are paramount.* Provided computer technical support for 212 EIS as Client Support Administrator.* Lead in training and deployment of U.S. Air Force policies and procedures.* Maintain network connectivity, security and updates for 212 EIS.* Completed combat tour in IRAQ in support of operation IRAQI FREDOM.* Provide logistical support for 212EIS computer equipment.* Troubleshoot and repair multiple computer systems in hostile environments. Show less

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  ACT Manufacturing

  Jan 2000 - Jan 2001

  HELPDESK ADMINISTRATOR

  Provide client technical support to 1000+ employees of ACT Manufacturing using Microsoft products (e.g.: Windows 95, 98, and 2000, MS Office, Exchange, and Novel Clients).* Solve all network, printer, and PC support issues.* Install all hardware/software and provided file sharing solutions. * Perform all network tasks as required. (Setting up Novell user accounts, E-mail, and Drive mapping.)* Provide Microsoft Exchange server expertise as required.

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  Cytyc

  Jan 2001 - Jan 2005

  SENIOR DESKTOP SPECIALIST

  Deployed and supported more than 500 laptops/desktops, in multiple locations, providing network connectivity and interoperability. * Worked diligently to troubleshoot and resolve problems with computer hardware, operating systems, software, printers, faxes, phones, and networking. * Assisted and taught users in developing effective computer use and management skills on a wide variety of hardware and software configurations. * Regular service and administration of an array of servers including but not limited to upgrades and backups, plus setup, configuration, and deployment of new equipment in the data center. * Administered all aspects of PBX phone system.* Configured Cisco wireless access points and LAN connections, Implementing multilevel hardware and software security. Show less

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  IntraLinks

  Oct 2005 - Nov 2008

  Information Technology Site Manager

  Ticket ‘triage’ manager who maintained efficient and successful use of ticking software by reviewing/editing all incoming tickets (100+ daily) and assisted with outstanding issues with users globally. Single point of contact for acquisitions and administration for all IT services in the Boston office.* Implemented & managed new SAN deployment project for the Boston location. Resulting in significant cost savings.* Managed team members for large co-location move for the New York and Boston server room facilities. Resulted in completion ahead of schedule and below budget.* Resolved problems and other issues effectively by clarifying user inquiry, determining problem causes, and selecting the best and most feasible solution.* Migrated company to Altiris deployment server and Altiris Helpdesk solution, achieving significant economies of scale in support, facilitating company growth. Show less

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  General Dynamics Information Technology

  Jan 2008 - Apr 2011

  SR. SYSTEM ADMINISTRATOR

  As the most senior member of the team, I lead the team by, performing interviews, training new hires, and being the “go-to-guy” for all “what-if”, and “how-to” scenarios as it pertained to daily CITS Lab operations.* Supported design testing, performed system maintenance, and liaise with contractors and vendors throughout the Cyber Integration Division of the US Air Force. * Specialized focus in IT infrastructure and operations support for all CITS systems. * Assessed, resolved or distributed incoming tickets amongst lab (Senior Administrators), while acting as liaison to the government program manager’s office and program engineering teams which resulted in rapid deployment of Air Force compliant systems.* Analyzed performance data and perform systems analysis of existing systems and components within the CITS environment.* Performed systems analysis and development to keep systems current with changing Air Force technology and integration.* Make recommendation for budgeting for additional software and hardware needed to increase effectiveness totaling millions of dollars of assets.* Designed, developed and coordinated with Air force and vendors VM Ware applications to further serve CVI an HBBS projects.* Prepared documentation of technical support processes and procedures, including developing systems documentation for testing and future references.* Installation, configuration, maintenance and planning support to the engineering team in VMware Show less

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  Jacobs Engineering

  May 2011 - Jan 2013

  CITS Lab Manager

  • Managed a 20-member cross-functional team, driving improvements in service quality and operational efficiency.• Deployed advanced analytics solutions, enhancing customer retention and earning industry accolades for exceptional service delivery.• Collaborated with product engineering teams to implement customer feedback, reducing incident resolution time by 25%.

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  Imprivata

  Jan 2013 - Feb 2018

  Manage multiple tasks and utilize independent judgment in the accomplishment of a variety of responsibilities, including setting priorities, organizing and adjusting workflows and meting project deadlines in a fast-paced team environment.* Responsible for the day-to-day oversight of support team of 6-12 Customer Support Engineers providing internally focused support enabling team members to perform in their roles, efficiently and effectively, through support and coaching. * Work escalated cases to resolution through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution.* Work with customers to assess their needs, provide information and assistance to resolve their problems, and satisfy their expectations of issue resolution. * Committed to providing quality products and services and effectively document technical details of customer cases as well as details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the issues they are experiencing.* Ability to expresses information to individuals and team members effectively, taking into account the audience and nature of the information making clear and convincing oral presentations; promoting regular collaboration with engineering to promote flow of relevant case and troubleshooting information and ability to relay this to customers.* Mentor the junior Customer Support Center team members on effective troubleshooting techniques and packaging a case for escalation to engineering.* Practice the ‘give and take’ model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team. Show less Provides advanced technical support covering the full life-cycle of Imprivata products to externalcustomers, partners and employees. Expertly diagnoses and rapidly debugs technically complexsoftware in networked and virtualized environments. Quickly and effectively isolates andresolves intricate problems in customer configurations and deployments. Accurately reports andprioritizes product flaws or reliability limits to engineering. * Consistently meet or exceed individual and team targets & SLAs and help teammembers to do the same.* Expert time management skills and demonstrated ability to effectively prioritize ownworkload* Confidently and competently able to troubleshoot, debug and reproduce customerscenarios, leveraging cross-functional expertise and resources* Inspires a positive attitude and a culture of technical excellence, create, and deliver advanced level technical training to team members.* Provide sustained oversight for serious or complex issues with significant visibility to all levels of management.* Define success criteria, provide timely status updates, and drive resolution onescalated issues while setting expectations while regularly communicating status to variousinternal and external audiences. Show less

  • Global Customer Support Manager

    Apr 2016 - Feb 2018

  • Team Lead

    Nov 2014 - Apr 2016

  • Senior Customer Support Engineer

    Jan 2013 - Nov 2014
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  Southern New Hampshire University

  Mar 2018 - now

  Currently oversee Endpoint Operations Engineering Team with the goal of developing a cutting-edge technology and enterprise endpoint strategy for Southern New Hampshire University (SNHU). Committed to streamlining the existing endpoint infrastructure, automating operational processes, and improving all endpoint systems, resulting in cost savings of millions of dollars each year. Lead the direction and implementation of security initiatives, endpoint updating & patching, and virtual environment improvements, all to support the SNHU enterprise's more than 4,000, faculty, and staff.• Improve operational efficiency by implementing data-driven automation strategies, reducing costs by 30% while enhancing data security.• Spearhead the adoption of Model-Based Systems Engineering (MBSE) practices, streamlining project execution timelines by 20%.• Direct enterprise-wide digital transformation initiatives, including the integration of developer and security principles and cloud computing technologies. Show less Oversee dynamic Endpoint Operations Team of 11 with the vision to develop the future technology and enterprise endpoint strategy for Southern New Hampshire University (SNHU). Improving and evolving to the cloud the existing endpoint infrastructure, managing operational processes automation utilized by the University producing significant improvements saving the university millions year over year. Further support and developing security initiatives, endpoint updating & patching, and improving the virtual environment across the SNHU enterprise supporting over 100k students, faculty, and staff. Develop, articulate, and implement execution of operation strategies to ensure alignment with staff, faculty and student needs to maximize efficiencies and growth. Oversee activity for the entire Endpoint Operations department of 11employees, by implementing operating procedures and maintaining industry standards to ensure process compliance and efficiencies. Maximize Operational efficiency through promoting individual development, streamlining financial and technical reporting methods, setting SMART team goals, measuring productivity, and reviewing/refining processes improving employee satisfaction Coordinate with senior management to ensure optimal department performance, strategic use of resources, and budget execution, improving business processes and cutting annual costs by more than 20% Show less Endpoint Operations ManagerResponsible for developing future strategy, improving existing endpoint infrastructure and managing processes used in by Southern New Hampshire University (SNHU) to produce and transport applications, security initiatives, patches, and updates across the SNHU enterprise.* Lead the migration of Zero Touch – Zero Time capabilities for Operating system deployment by Dell saving significant time and resources for the university.* Defined, managed and implemented deployment of software automation via SCCM for the upgrade of endpoint systems. Resulting in significant cost savings and efficiency.* Managed team members ensuring that Endpoint Operation’s team members are aligned with business needs and tracking goals.* Oversee the planning, procurement, implementation, operations, maintenance and obsolescence of endpoint systems and technology assets.* Formulated and maintain policies, procedures and documentation for the Endpoint Operations area with improvement to collaboration across departments and better team focus.* Ensured flexibility and diplomacy to across teams ensuring the effective resolution of competing demands and priorities enabling more efficient deployment and support of software.* Provided the vision for SNHU Unified Endpoint Management and the ability to for Bring Your Own Device (BYOD) while maintaining security requirements and providing additional business options. Show less

  • Director of Endpoint Operations & Engineering

    Nov 2022 - now

  • Adjunct Instructor at Southern New Hampshire University

    Aug 2021 - now

  • Associate Director

    Dec 2021 - Nov 2022

  • Endpoint Operations Senior Manager

    Mar 2018 - Dec 2021