Bobby Reed · Farmers Insurance
My career started in enterprise IT. As a Tier 3 IT Service Desk analyst at a major insurance company, I worked the escalated tickets -- the ones that needed real troubleshooting -- inside a SOX, PCI DSS, and state-insurance regulatory environment. I wrote the documentation, supported security escalations, and built training. It is the operational and compliance foundation that runs through everything I have done since.
Escalated enterprise incident support
Compliance regimes: SOX, PCI DSS, state insurance
Authored the internal knowledge base
Enterprise IT operations foundation
Enterprise IT teaches you that systems have consequences: a bad answer to a claims adjuster is a bad day for a customer, and a careless step in a regulated environment is a compliance problem. I learned to troubleshoot carefully, document thoroughly, and treat regulated data as a discipline rather than a checkbox.
Handled escalated service-desk incidents requiring in-depth troubleshooting across enterprise systems.
Authored and maintained internal knowledge-base articles covering security procedures, system configurations, and incident-resolution workflows.
Operated under SOX, PCI DSS, and state-insurance regulatory requirements, supporting security incident escalations.
Served as a training assistant, developing workforce security-awareness materials for staff.
The habits I picked up here never left. The discipline of documenting for the next person became a teaching philosophy. The compliance instinct became a four-regime record -- SOX/PCI, then HIPAA on federally funded research, FERPA as a department head, and federal grant data stewardship. And the patience to sit with a frustrated user and actually solve their problem is the same patience I bring to a classroom and a client.
If you want to see where those threads lead, the software and compliance story continues on my development page.
This page covers one role. The full portfolio -- teaching, software, XR, leadership, libraries, and AI -- lives on the main site.