Technology that Transforms

Future Studies

Dr. David James Wallace, a seasoned educator and tech expert, is transitioning to a new career, bringing over 30 years of experience in computer repair, 14 years in curriculum development, and expertise in cybersecurity, vendor collaboration, and math instruction.

Received a doctorate in Educational Technology

A seasoned educator and tech expert bringing over 30 years of experience in computer repair, 14 years in curriculum development, and expertise in cybersecurity, vendor collaboration, and math

• Leverage technical background to guide troubleshooting and incident management of the University’s IT Department and took responsibility for troubleshooting & resolving infrastructure issues.
• Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the student’s experience.

• Complete classroom reports and upload classroom session videos on the www.uona.edu SharePoint.
• Generate regular reports on network issues, incidents, and resolutions.
• Identify, document, categorize, address network security incidents, and determine when higher-level support, external, or managerial engagement is required.
• Developed and enforced Standard Operating Procedures (SOP's), Key Performance Indicators (KPIs), and risk analysis matrix for the University.
• Created, shared, maintained, and trained students various technical and managerial courses through the University’s Moodle environment: https://elearning.uona.edu.
• Create and maintain accurate and up-to-date documentation of network configurations, solutions, and procedures.
• Taught COMPTIA courses that included A+, Network+, and Security+
• Taught Technical Management courses ranging from Technology that Transforms, to Cybersecurity in the Business Environment, and Incorporating Artificial Intelligence into a Business Model.

Faculty Instructor of COMPTIA and Managerial courses

Job Duties and Responsibilities:
• Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving infrastructure issues.
• Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the end-user experience.
• Provide information and status updates to leadership on priority issues and enterprise-wide outages.
• Work with the assigned team to identify when multiple calls placed for the same incident can be combined into a major incident ticket.
• Complete shift turnover and brief on operational activities.
• Ensure the team escalates all issues unresolved at a Tier 2 level to Tier 3 to appropriate parties.
• Provide clear and concise updates to stakeholders during incidents and outages.
• Configured and provided in-depth training examples supporting desktop setup and configuration.
• Generate regular reports on network issues, infrastructure incidents, and resolutions performed using BMC Remedy, ServiceNow, and other service provided applications.
• Keep track of Service Provider Maintenance (SPM) and report to stakeholders as needed.
• Assisted Team members with asset tracking and delivery equipment within the organization.
• Provide on-call support 24/ 7 / 365.
• Monitor network performance using ServiceNow, BMC Remedy, and Microsoft Health Portal.
• Initiate and coordinate incident resolution efforts involving appropriate teams.
• Escalate incidents to higher-level support or management as required.
• Collaborate with technical teams to identify root causes and implement solutions.
• Conduct in-depth troubleshooting of network-related problems.
• Collaborate with technical teams to identify root causes and implement solutions.
•Generate regular reports on network performance, incidents, and resolutions.
• Contributes to developing standard operating procedures (SOPs), KPIs, and reporting Matrix.
• Maintain accurate and up-to-date documentation of network configurations and procedures.

End User Monitoring Operations Center Manager (overnight shift)

End Date: Contract ended on 02/15/2024
• Coordinated ITIL aligned teams to present infrastructure management of incidents from first escalation to closure using company policies as the guidelines.
• Direct continuity of operations for emergency relocation of 24x7x365 operations to include uninterrupted telecommunications, computer systems, cybersecurity, and infrastructure.
• Ability to learn and apply Identification, Containment, Mitigation, and Remediation concepts based on ITIL Foundations to members of the incident response team.
• Assess situational awareness of potential incidents within the environment and initiate mitigation efforts to restore service to the customer.
• Utilizing monitoring tools including Splunk, ForeScout, McAfee and Proofpoint to identify malware, cyber hunting, and other potential infrastructure threats.
• Provide the customer with various reports about the TSA infrastructure regarding any and all cybersecurity threat levels.
• Lead a team of Enterprise Operations Engineers and Cybersecurity Technicians, and Incident Managers who monitor and assist with the assurance of a secure network environment.

IMPACT II TSA Enterprise Operations Cyber Security Center Assistant Director

• Coordinated training plans for level 1, 2 & 3 Algebra & Geometry
• Coordinated training plans for Security+ / Network+ one-on-one courses
• Taught from Introduction to Advanced levels of Microsoft 365 Applications, including Word, Excel, PowerPoint, Outlook and Publisher.
• Allocated resources from a variety of aspect,s including YouTube, Department of Educatio,n and K-12 websites to supply added insight from doctoral points of view
• Taught age groups of 12 to 55 years of age with sessions of 20 to 25 students.

Technical Instructor (Summer sessions)

• Coordinated training plans for all computer levels from beginners to intermediate level courses. Advanced level courses taught included Security+ / Network+, A+, or one-on-one courses.
• Allocated resources from a variety of aspects, including YouTube, Department of Education, and K-12 resources to supply added insight from doctoral points of view.
• The school collaborated with the local senior citizens homes that would bus the residents to the school to learn basic computing skills.
• Taught age groups of 50 to 70 years of age in sessions ranging from 20 to 25 students,
o The teenagers that volunteered ranged from 13 to 17 years of age

Online tutors for private lessons

Our online SCIN SCIN201 tutors offer personalized, one-on-one learning to help you improve your grades, build your confidence, and achieve your academic goals.

David W.

A seasoned educator and tech expert bringing over 30 years of experience in computer repair, 14 years in curriculum development, and expertise in cybersecurity, vendor collaboration, and math

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Online tutors for private lessons

Our online SCIN SCIN201 tutors offer personalized, one-on-one learning to help you improve your grades, build your confidence, and achieve your academic goals.

David W.

A seasoned educator and tech expert bringing over 30 years of experience in computer repair, 14 years in curriculum development, and expertise in cybersecurity, vendor collaboration, and math

Need help finding a tutor?We're here to help.

Need help now?Get free instant answers 24/7.

Need help finding a tutor?
We're here to help.

Need help now?
Get free instant answers 24/7.