COVER STORY
“PUGLIESE WORKED TIRELESSLY TO GET OUR IT INFRASTRUCTURE TO A CURRENT AND FIRST-CLASS STATE FOR AN ORGANIZATION SUCH AS OURS.”
PUGLIESE’S ACCOMPLISHMENTS WHILE AT IHQ
INFRASTRUCTURE UPGRADES AND MAINTENANCE • Server Room Cleanout and Infrastructure Upgrade • Promox Hypervisor Implementation • Maintenance Window Establishment SECURITY ENHANCEMENTS • Firewall Replacement and Cellular Fallover Configuration • Backup Solution Implementation • Content Filtering Implementation • Password Policy Enforcement • Cybersercurity Insurance Compliance Review • User Access Management Optimatization OPERATIONAL IMPROVEMENTS • Ticket System Implementation • Network Health and Per- formance Monitoring • Remote Monitoring and Management Deployment • Documentation Centralization Initiative
– Kevin D. Kyles Grand Keeper of Records
“I work closely with all teams to ensure adherence to change management protocols and foster open communication to enhance productivity and collabora- tion. The goal is to release updates to existing issues without creating additional problems or changes that negatively impact other departments or teams. We follow basic development principles to provide a better experience for all involved. I am also putting together guidelines for when it comes to QA testing that all teams should follow to ensure roll- outs are as stable as can be.” TICKET SYSTEM - HELP DESK In June 2024, the Fraternity launched a ticketing system that supports the “Need As- sistance form” designed for members and non-members to submit questions and is- sues related to the Fraternity website and general inqui- ries. Pugliese spearheaded the implementation of an internal ticketing system
IHQ ROLE Since joining the IHQ team in February 2024, Pugliese has spearheaded several critical initiatives to enhance our technological infrastructure, streamline operations, and fortify our security posture. These efforts encompass a broad spectrum of im- provements, ranging from infrastructure upgrades to cybersecurity enhancements and procedural optimiza- tions. “My long-term goals include moving most of our services to the cloud, streamlining our credentialing printing pro- cess, and enhancing member support. I aim to improve our membership platform to ensure a pleasant, fluid, polished, intuitive, and easy- to-use experience for all members.” FONTEVA APPLICATION Pugliese has been instrumen- tal in supporting the Frater- nity’s implementation and deployment of the Fonteva application.
designed to streamline IHQ’s support processes, enhance communications, and provide a more efficient ex- perience in resolving issues across the board. When someone submits a request/inquiry in the “Need Assistance Form”, the action generates an instance in the ticketing system. These inquiries are categorized, prioritized, and routed to IHQ team members or another resource to resolve. All inqui- ries/requests are document- ed and tracked in a central repository and members receive automated notifica- tions on the status of their tickets via email. The Help Desk enables IHQ to improve the “customer service” level to the fraternal membership by managing and addressing issues. Kappa Alpha Psi Fraternity, Inc. and the IHQ team are extremely fortunate to have David Pug- liese leading and supporting the Fraternity’s IT infrastruc- ture, operations, security, and plans. ♦
28 THE JOURNAL ♦ SPRING 2024
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