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John Hietala is a seasoned IT professional with extensive experience in incident and operations management, currently serving as the Senior Manager of the Incident Command Center and Enterprise Operations Center at Ellucian since November 2019. In this role, John leads a global team in providing 24/7 infrastructure monitoring and incident response coordination. Prior to this, John worked as an IT Service Manager with Vitil Solutions for Seminole County Government, overseeing outsourced customer support and field services. John also held positions at Sarasota County Government and Noax Technologies, showcasing a diverse background in technology support and service management. John holds a Master's degree in Management from Walsh College, an Associate's degree in Computer Networking and Security Management from Keiser University, and a Bachelor's degree in Business Administration from Calvin University.