Gregg Hemken

Experience

• 

  Coordinated Business Systems

  Aug 2012 - Feb 2015

  Printfleet Administrator

  Administer software developed by Printfleet entitled Printer DCA that gathers data from copiers for billing purposes, alerts for toner requests, and help sales representatives to gather data to make proposals to prospective customers for new copy machinesCall customers to get Printer DCA software that isn't reporting data to begin reportingAssist customers via remote support sessions or going to the customers work place to install copiers to print, scan, and fax in a variety of network environments.Assist other IT staff with escalated service calls and training new IT staff in troubleshooting techniquesDeveloped, Created, and Administer SharePoint page to provide resources for IT staff when troubleshooting help desk ticketsOccasionally dispatch during the day and take incoming phone calls for from customers with hardware and IT problems with their copiers, and make sure the right technician gets the calls in a timely fashionVery familiar with Kyocera, Lexmark, Sharp, Muratec, and Hp printers and copiersAssist the Network Administrator when he is gone to monitor and manage the networkComfortable working with in a terminal server environmentComfortable with all Microsoft Office softwareExperience working with Active DirectoryWon the 2013 Step it Up Award at Coordinated Business Systems for my dedication to Customer Service Show less

• 

  CLA (CliftonLarsonAllen)

  Mar 2015 - now

  Program lead for governance program of IT Risk and Information Governance program.Oversee all governance projects for team.Supervise four governance analysts.Administer Asana project management tool and harvest time tool for entire 15 member team.Backup for IT Risk and Information Governance Director while away.Run weekly and monthly team meetings.Member of company's Change Advisory Board which reviews and approves all changes to IT infrastructure. (hardware, software, data)Oversee and administer annual purge of all client records for company in accordance to company's policies.Assist in administrating legal hold preservations of data including communicating holds, and producing data.Trainer of new hires for entire team.Oversee the ingestion of new data to company's network brought in by acquired firms. (application of least permission, correctly classify data)Assist with Risk Awareness program in providing trainings for company on various security and risk topics.Co-Host podcast for company on security and risk topics.Occasionally provide company wide live trainings on IT topics.Occasionally perform IT audits on company physical locations. Show less Assist and resolve IT issues for over 4,000 employees in a Windows 7 and Citrix environment. Fulfil requests generated via phone calls, emails, and tickets generated by employees directly.Support a variety of software including Microsoft Office products (Word, Excel, Outlook, PowerPoint, Publisher), Internet Explorer, and accounting software such as ProSystem Fx Engagement, ProSystem Fx Tax, GoFileRoom, QuickBooks.Support hardware including scanners, copiers, and printers, laptops and desktops, ShoreTel VOIP phone systems, and in office and remote networking.Coordinate and work with upper tier IT teams to implement solutions to resolve employees’ issues.Follow up with upper tier IT teams to make sure employees’ issues are resolved in a timely fashion.Organize Hardware closet which contains equiptment end users can borrow and ordering equipment such as: mice, keyboards, and other peripherals for end users’ needs at the Minneapolis Office.Developed a process to proactively contact end users that need a TPM reset when they have issues with the bitlocker pin on their pc.Was part of a team that created a training manual for training new Service Desk Analysts.Trainer of new Service Desk Analysts in the Minneapolis office.Created training videos for service desk training of new hires Show less

  • GRC Manager

    Jul 2022 - now

  • Senior IT Risk and Information Governance Analyst

    Oct 2020 - Jun 2022

  • IT Risk and Information Governance Analyst

    Oct 2016 - Oct 2020

  • Service Desk Analyst

    Mar 2015 - Sept 2016