Kent J.

Wilke
Saint Louis, MO 63129
http://www.linkedin.com/in/kentwilke

kent.wilke@gmail.com
Cell 314.471.1914

PR O F E S SIO N AL SUM M ARY

Proactive, resourceful Global Infrastructure Project, Security and Technical Support Manager with 12+ years
success propelling complex enterprise-level initiatives & developing effective long-term technology strategies to
sustain growth/profitability. Strategic & transformational specialist, with an innate ability to address situations that
traverse staff, technology, political and organizational issues. Extensive expertise supporting MS Server/Desktop
OS, F5 Firewall, Cisco Routing & Switching, PBX/Desktop applications & hardware. Well versed in enterprise risk
assessment, assurance & security best practices, intrusion prevention, infrastructure architecture, ITIL standards,
vendor evaluation/selection and SOX/GLBA compliance. Now completing Digital Forensics Review Procedures in
Cloud course focused on COBIT 5. Contributor to NIST groups setting technology standards.

Highly effective decision-maker, facilitator & communicator with a sound understanding of organization
objectives. Keen ability to transform underperforming environments, boosting performance & ease-of-use.
Outstanding project planning and execution skills, continually delivering on schedule/budget while meeting
all quality standards and organization objectives.
Consensus builder who works with business leaders, technical teams & vendors to achieve defined goals.

KEY C O M PET E NC I E S
IT Operations/Infrastructure/Security
Project & Change Management
Risk Assessment & Mitigation
Configuration/Release Management

Strategic & Tactical Planning

Feasibility & Root Cause Analysis
Business Process Reengineering
Cost Benefit/Fit Gap Analyses

Problem Resolution
Process Improvement
Technology Architecture
Team Development

PR O F E S SIO N AL CE R T IFIC AT IO N S
ITIL Foundation
Security +/ Network+/ A+
FirePass V6

CCNA/CNA
BCNE, Brocade Certified Network Engineer
MCSE + I
Fluke Copper & Fiber

PR O F E S SIO N AL E X P ER I EN C E
RANKEN TECHNICAL COLLEGE, St. Louis, MO
02/2013 09/2015
INSTRUCTOR, IT DIVISION
Innovative teacher/motivator instructing over 200 students on core courses related to the Associates Degree
Program in Information Technology & the Certificate Program in Networking Technology.
Key Accomplishments:
Recognized by Department Chair for setting new pass rates for CCNA (22 out of 23) and MS 70-410 (23
out of 23) Certifications. Produced results by ensuring training aligned materials with testing requirements.
Took initiative to expand 1st semester curriculum to include Cisco, MS Server and CIW Web Foundations.
Major contributor to ground-up launch of new College satellite location in Wentzville, MO. Collaborated with
Department Chair to develop curriculum and enabled College to exceed 3-year enrollment goal within first 6
months of operation, by participating continually in College Job Fairs and media events.
SAVVISDIRECT, St. Louis, MO (through Modis)
09/2012 12/2012
PROJECT MANAGER
3 months
Engaged by this fast-paced start-up firm to create enterprise processes and framework, encompassing Platform
development/support, Operations modeling & development, crisis/emergency response planning, incident
management/procurement, communications/report design, root cause analysis & RBA.
Key Accomplishments:
Enterprise Solutions: Facilitated development of a Capacity Management framework & set up use/test
case creation for enterprise applications.
DDOS Security Solution: Played key role in identifying & deploying this solution, after primary hosting
implementation for IAAS, PAAS, SAAS service offerings made clear that the environment was not
protected. Designed effective solution after a first-ever virtual-to-virtual malware attack occurred.
Change/Incident/Crisis Management: Delivered detailed Incident & Change Management processes as
well as a P1 Crisis Management process & Communication Response Plan, giving management & staff the
tools to ensure effective response to first-time/unknown events.
Parallels Platform Support: Developed role-based access control for Parallels PBA & POA platforms and
knowledge management processes for Remedy KM platform.
Savvisdirect Operations Center: Successfully implemented a low cost, reliable monitoring solution for the
Center that enabled firm to remain compliant with contractual client uptime agreements.

Kent J. Wilke

kent.wilke@gmail.com

RGA, St. Louis, MO (through Preferred Resources)

04/2011 03/2012
PROJECT AND PORTFOLIO MANAGEMENT CONSULTANT
1 year
Driving force in process/project development & optimization of MS Project Server/SharePoint 2010 platform,
entailing enterprise-level toolkit design, incident management, root cause analysis & report improvement.
Key Accomplishments:
Project Server/SharePoint 2010 Platform Management: Presided over this critical Platform that
supported nearly 100 of the organizations Projects, directing daily operations as well as troubleshooting.
Collaborated with Infrastructure Support Team of 7 in development of SharePoint/Project Server 2010
staging environment and troubleshooting. Supplied Team with listener tool to help them isolate errors.
Ensured smooth daily operations management through reliable system reporting, prompt issue
remediation and escalation of some issues to Microsoft Senior Support.
Isolated root causes for and resolved 5 long-term and pervasive Project Server 2010 issues/bugs.
RFP Toolkit: Created a Request for Proposal (RFP) toolkit that defined procedures for new product/service
procurement, including detailed POC, RFI, RFQ and RFP modules.
Process Improvements: Cut manual data manipulation in half by improving application tracking and
configuration management, developed advanced monitoring capabilities that identified Unknown Error
issues and innovated a remediation solution for data duplication and project corruption issues.
MASTERCARD, St. Louis, MO (through IBridge Solutions)
11/2009 10/2010
INFRASTRUCTURE PROJECT MANAGER
1 year
Supplied leadership and direction to Operations Team of 5 supporting 24/7 high availability authentication and
authorization platforms. Provided project, change, release & incident management, budget forecasting, standards
& policy development, root cause analysis, disaster recovery/business continuity planning and training.
Key Accomplishments:
Major Initiatives: Spearheaded 17 incident remediation efforts, 8 functionality deployments and 10 process
development efforts, as well as 2 security audits & root cause analyses. Met aggressive timelines for all
projects due to significant security concerns. Skillfully coordinated resources and resolved roadblocks.
Change Management: Eliminated deployment delays and ensured smoother processes by instituting
improvements in change implementation tracking/coordination. Deployed Tripwire change monitoring
platform and held team meetings before deployments.
Budget Tracking/Reporting: Developed enhanced system maintenance budget tracking & reporting for
Senior Management. Reports provided a snapshot of IBM Tivoli Access Manager and Maximo platforms
availability, related incidents/severities, response times, business impact assessment & change status.
FIRST SERVICES, LLP, Hazelwood, MO
04/2004 03/2009
TECHNICAL SUPPORT MANAGER
5 years
Met challenge of transforming environment from continual breakdowns & support failures to one with smooth
operations & updated systems, through the following actions:
Key Accomplishments:
ITIL: Championed/introduced ITIL into the company, by creating ITIL-based process mapping/procedures to
guide implementation of service delivery and support methodologies. Launched a GoTo team trained in
these processes to serve as a resource for resolving long-term and systemic issues.
Security: Directed Security Audit of F5 Firepass remote access gateway environment and created multiple
user security elements. For 60 Missouri/Illinois locations, delivered alarm system support & issue liaison.
Service Issues: Successfully addressed complex, multi-causal, systemic and long-term service problems
at 4 locations. Developed a toolkit that provided a template for all critical elements in a formal root cause
analysis. Also solved SQL clusters failure issue, causing blockages to databases & Online Banking failures.
Network: Deployed Systems Operations Center (SOC), centralizing monitoring, support & issue resolution.
PR IO R E X P ER I EN C E
Pureguard, Operations Manager/Consultant Enterprise Rent-A-Car, Supervisor, Systems Admin/Data Security
ED UC AT IO N & T R AI N ING
Saint Louis University, St. Louis, MO, M.A., Organizational Psychology (all but thesis completed), B.A.,
Psychology, B.A., Political Science, A.A.S., Electronics Engineering (CIE), Computer Science Certificate,
Digital Forensics (eForensics/Hakin9), CISSP Boot Camp (IP3), F5 Firepass Engineer (F5), Brocade Network
Engineer, Wireshark TCP/IP Network Analysis, Crystal Reports XI, Project+