Giles Rafol
Manager, Network & Computer Systems at Accreditation Council for Business Schools & Programs (ACBSP)- Claim this Profile
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Bio
Credentials
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Kappa Beta Delta
Kappa Beta DeltaMar, 2022- Nov, 2024
Experience
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ACBSP Global Business Programs
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United States
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Higher Education
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1 - 100 Employee
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Manager, Network & Computer Systems
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Apr 2021 - Present
Vet and select organization’s software and hardware to meet expanding needs, through staff collaboration, to maximize benefits, while being budget conscious. Track domain registrations, web hosting, SSL certificates, and SaaS contracts to ensure business continuity. Spearheaded and guided a selection process for replacement Customer Relationship Manager (CRM) software. Currently working with CRM vendor to determine scope of work and system requirements. In addition, I provide briefings and project status reports to C-Suite and other stakeholders. I also fulfill the role of IT Systems Administrator, monitoring and troubleshooting everything from the user workstations to servers to network infrastructure. Show less
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Converged Communications
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Kansas City, Missouri Area
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Information Technology Field Technician
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Nov 2019 - Mar 2021
Provided excellent customer service and technology support for small offices, medical practices, schools, and more throughout the Kansas City metropolitan and beyond. Each day was different from the last, from remote help desk to installing Hikvision/Northern NVR security cameras to replacing servers and routers. Helped users with their technology needs in either Apple OSX or Microsoft Windows environments and Android or iOS mobile device environments. Set up and maintained small business networks while incorporating enterprise-level solutions from Ubiquti, PepLink, Cisco Meraki, etc. that lead to robust and stable, but flexible environments. Administered Active Directory, Office 365, OpenVPN, and other user accounts. Liaised with clients' other technology vendors to deploy, maintain, or upgrade printers/copiers and software. Gave professional advice on future technology and process needs to ensure that clients were maintaining efficiency, keeping up-to-date, and staying within their budgets. Trained and mentored a new field technician, with a goal to set the new tech up for future success. Taught basic methods of diagnosis and troubleshooting. Guided new tech in how to interact with customers in a professional setting, as well as how to navigate sometimes complex interactions with, at times, unhappy or anxious clients. Show less
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Federal Reserve Bank of Kansas City
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United States
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Banking
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700 & Above Employee
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IT Support Specialist
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Jul 2019 - Oct 2019
Team member of the National Service Desk (NSD). Assisted customers from across the entire Federal Reserve Bank System of over 20,000 employees with their day-to-day questions and technology issues via remote support over the phone, Bomgar remote session, or email/instant messaging. As the initial point of contact for customers, recorded and categorized their issues into tickets via BMC Remedy. If an issue was beyond my scope, routed tickets to appropriate departments and personnel, while acting as an advocate for my customers to ensure their issues were promptly seen and resolved within a reasonable timeframe. Helped users unlock their Active Directory, Enterprise Directory (LDAP), SSO, unified messaging, WiFi accounts, and many more. Also helped with unlocking or changing passwords for SafeNet USB security tokens and BitLocker disk encryption. Assisted users with changing security verification questions, while also utilizing those questions and other methods to properly ID and verify users, to ensure adversaries were not gaining unauthorized access to Bank systems. Supported customers with their general software and hardware tech support needs with Microsoft Windows, Apple OSX/MacOS, and Apple iOS devices. Often explained how to use products in Microsoft Office, the Adobe suite, and a variety of browsers: IE11, Edge, Chrome, and Firefox. Troubleshot a wide range of software that could be utilized system-wide or by a single department at a single Bank district or branch. Activated or deactivated Bank-issued Apple iPhones via VMware AirWatch. Troubleshot remote or traveling users' problems with Cisco AnyConnect Secure Mobility Client to ensure they stayed safe, secure, and productive on the VPN. Contributed changes and suggestions to troubleshooting/solution instructions contained with the team wiki/knowledge base. Stayed abreast of proposed or actual technology changes at all levels of the Federal Reserve Bank system. Show less
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ACBSP Global Business Programs
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United States
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Higher Education
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1 - 100 Employee
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IT Systems Administrator
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May 2017 - Jul 2019
In addition to previous duties, I oversaw the Council's technology needs and infrastructure. I made recommendations to leadership in regards to IT best practices and new technology. As the IT Systems Administrator, I was involved in and responsible for researching and purchasing software and hardware that we wanted or required, always aiming to keep costs down. I served as the sole day-to-day on-site, in-house desktop support administrator. Lastly, I was the liaison to our IT support vendor for any issues that were beyond my scope or skills.When necessary, I troubleshooted and worked on network and server issues. This included tasks such as ensuring WiFi was accessible, installing and maintaining network printers/copiers with static IPs, adding/removing domain and email accounts, and changing domain and email passwords, among other things.As part of building out special-purpose "microsites," I was involved in buying domains and web hosting, setting up A Records and CNAMEs within the DNS, and installing CMS software such as WordPress or Open Journal Systems. Show less
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New Media Manager
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Jul 2011 - May 2017
In addition to previous duties, I also developed webpages and microsites, using HTML/CSS, Twitter Bootstrap framework, and WordPress. I ensured web properties and domains were maintained and active. I was a key member of a team that successfully deployed a website migration and redesign to better serve members.I often worked with our Marketing & Communications department to develop email campaigns, and occasionally wrote content. I used email marketing systems such as MailChimp, Constant Contact, and Emma to send campaigns and track open and click rates.In addition, I also managed association’s social media profiles, including live tweeting at events.I was also for responsible for researching and advising the Council on technology issues. Show less
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Member Services Manager
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Sep 2005 - Jul 2011
I helped manage our CMS/AMS-based website that received over 15,000 visits per month. I liaised with regional officers, corporate members, and staff to send email marketing messages on their behalf. I also assisted staff with other tasks, such as those associated with our annual conference: packing and shipping of event material, assisting at the on-site attendee registration desk, updating members' online website profiles, ensuring technology needs such as projectors and computers were available for speakers and presenters, and more.This role is where I began to be the "office IT geek." I assisted my coworkers and colleagues with their minor computer annoyances and problems, sometimes even having to replace hardware on their laptops or desktop PCs. Also responsible for rebooting the router and modem when the Internet got disconnected. Show less
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Education
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2006 - 2018
Metropolitan Community College-Kansas City
Associate of Arts - AA, General Studies -
2010 - 2011
University of Missouri-Kansas City
Bachelor’s Degree, Psychology (Incomplete) -
2008 - 2010
University of Illinois at Chicago
BS (on Hiatus), Computer Science
