Resume

Benjamin A. Townsend

Liverpool, NY 13090
 

Experienced IT Operations Manager with a proven track record of success in the health care industry. Seeking a leadership position in Health Care IT where I can leverage my years of experience and expertise to drive innovation and improve patient care. Aiming to join a dynamic Health Care IT team where I can use my extensive experience and skills to develop and implement effective solutions that support the organization's strategic objectives.

EXPERIENCE

May 2023: Software Applications and Security Specialist, Helio Health
  • Coordinated and maintained the implementation, configuration, analysis, and integrity of all software applications and cyber security protections.
  • Managed both on-premises and cloud applications.
  • Developed mastery of Office 365/Azure environments to support all Helio Health applications.
  • Lead project to implement Microsoft Endpoint Manager, Intune, and Defender for Endpoint to all agency managed endpoints.
  • Oversaw application performance through system monitoring and analysis.
  • Conducted continual analysis of applications focusing on workflow automation and process improvement.
  • Ensured backup, recovery, and security procedures were documented and tested.
  • Coordinated and maintained the cyber-security program, providing security awareness training for all staff, volunteers, contractors, and interns. Including ongoing simulated phishing training campaigns.
  • Configured and operated on-prem and cloud applications, cloud architecture/systems, security management, and risk assessment systems.
  • Supported the agency's digital transformation process for cloud-based applications, ensuring best practices for security and high availability.
  • Participated in and/or led new initiatives and special projects.
  • Monitored and reported significant problems, prioritizing issues to maintain security and support Helio Health's programs.
May  2018 – May 2023: IT OPERATIONS MANAGER, ARISE CHILD AND FAMILY SERVICE
  • Manage and lead a team of IT professionals, including setting goals, providing guidance and support, and conducting performance evaluations
  • Oversee the Data Analytics team and develop and implement data analytics projects and initiatives to support the organization's business objectives
  • Analyze and interpret health care and billing data from various sources, including IT systems and infrastructure, to identify trends and patterns, and provide insights and recommendations to support decision-making
  • Develop and implement IT strategies, policies, and procedures to support the organization's business objectives
  • Oversee the deployment, maintenance, and support of IT systems and infrastructure, including hardware, software, and networks
  • Monitor and analyze system performance, identify, and resolve technical issues, and implement enhancements to improve reliability and efficiency
  • Collaborate with other departments and stakeholders to identify and prioritize IT projects and initiatives, and develop and manage budgets and project plans
  • Ensure compliance with relevant laws, regulations, and industry standards, and manage risks associated with IT operations. Ex HIPAA/HITECH, NYS OMH, NY Shield Act, etc
  • Provide technical guidance and support to end users, and train and mentor team members to develop their skills and expertise.
November 2014 – May 2018: NETWORK AND SYSTEM DEVELOPER, ARISE CHILD AND FAMILY SERVICE
  • Develop and implement custom applications, reporting and analytics solutions using a variety of programming languages and frameworks, including PHP, Drupal, Wordpress, Python, MySQL, PowerShell, JavaScript, HTML, and CSS
  • Develop and maintain dashboards, visualizations, and other tools to support the analysis and interpretation of data
  • Collaborate with stakeholders to design and build user-friendly, high-quality solutions that meet business and technical requirements
  • Write and maintain clean, efficient, and well-documented code that follows best practices and standards
  • Troubleshoot and resolve technical issues, and perform code reviews and testing to ensure the reliability and performance of applications and solutions
  • Collaborate with other departments and stakeholders to identify and prioritize IT projects and initiatives, and develop and manage budgets and project plans
  • Provide technical guidance and support to end users, including training, troubleshooting, and issue resolution
  • Write and maintain user guides, documentation, and other materials to support the use of applications and solutions
September 2010 – November 2014: NETWORK AND SYSTEM ADMINISTRATOR, ARISE CHILD AND FAMILY SERVICE
  • Install, configure, and maintain Windows workstations and servers, including operating systems, applications, patches, and updates
  • Manage and troubleshoot wired and wireless networks, including routers, switches, and access points
  • Provide technical support and assistance to end users for desktop applications, including Microsoft Office and other business-critical applications
  • Monitor and analyze system performance, identify, and resolve technical issues, and implement enhancements to improve reliability and efficiency
January 2009 – June 2010: Technical Support Agent, Cloud 10 Corporation
  • Troubleshoot a wide range of customer issues; Internet connectivity, home networking, email, web publishing, virus protection, and PC hardware/software support.
  • Document Inbound calls succinctly and accurately.
  • Provide Efficient and Friendly customer service.

ACCOMPLISHMENTS

  • 2023 Helio Health Lead project to implement Microsoft Endpoint Manager, Intune, and Defender for Endpoint to all agency managed endpoints.
  • 2022 ARISE Child and Family: Implemented Inventory Management, RMM software, remote support and configuration management for all agency endpoints.
  • 2021 ARISE Child and Family: Lead project to implement Microsoft Endpoint Manager, Intune, and Bitwarden EDR to all agency managed endpoints.
  • 2014 - 2022 Developed Custom Application to facilitate payroll and medical billing for field staff using complex approval workflows, custom reporting, and automated compliance verification systems.
  • 2020 - 2022 Developed custom telehealth scheduling application to schedule appointments and facilitate patient communications.
  • 2019 - 2022 Developed custom reporting, analytics and data capture tools for organization’s data warehousing initiatives.
  • 2018 - 2022 Implemented Cyber Security Controls and Monitoring Program. Implemented Cyber Security Awareness training program.

SKILLS

  • IT operations management
  • Leadership and team management
  • Data analytics
  • Reporting and data visualization
  • Network and system administration
  • Windows workstation and server management
  • Desktop application support
  • Wired and wireless networking
  • Technical support and assistance
  • System performance monitoring and analysis
  • Project management and budgeting
  • Cyber security programs and Risk management
  • Training and mentoring
  • PHP, Drupal, Wordpress, Python, MySQL, PowerShell, JavaScript, HTML, and CSS programming languages and frameworks
  • User-friendly application design and development
  • Technical writing and documentation.

EDUCATION

  • Communications and Broadcasting – SUNY Brockport 2002 – 2004
  • Business administration and management – Genesee Community College 2000 - 2004

VOLUNTEER AND PERSONAL ACTIVITIES

  • FCC Licensed Amateur Radio Operator – Extra Class
  • Volunteer Communications Support for Community Events Such as Running Races, Bicycle Races, Festivals etc.
  • Webmaster & Former Vice President - Fulton Amateur Radio Club
  • Former Vice President and Webmaster – Salt City Brew Club
  • Trained NOAA NWS Skywarn Severe Weather Spotter