Alexa Kim Email & Phone Number

Baltimore, Md, Us

- March 2020: Key institutional leadership position throughout the COVID-19 pandemic- June 2021: Expanded area to include Operations teams: Facilities Management; Capital Planning; Office of Campus Safety; Emergency Operations / Critical Incident Management; Office of Events- December 2023: Expanded portfolio to include Business Services / Auxiliary Services teams and services to include Transportation; Parking; Retail, Real Estate; Institutional Insurance; and more.

Baltimore, Md, Us

Founded in 1826, Maryland Institute College of Art (MICA) is the oldest continuously degree-granting college of art and design in the nation. The College enrolls over 3,000 undergraduate, graduate and continuing studies students from 49 states and 65 countries in fine arts, design, electronic media, art education, liberal arts, and professional studies degree and non-credit programs. With art and design programs ranked in the top ten by U.S. News and World Report, MICA is pioneering interdisciplinary approaches to innovation, research, and community and social engagement. Alumni and programming reach around the globe, even as MICA remains a cultural cornerstone in the Baltimore/Washington region, hosting hundreds of exhibitions and events annually by students, faculty and other established artists.- Top technology leader at the College, direct report to the President and member of President’s Council collaboratively leading innovation and institutional change in service to MICA’s strategic goals.- Collaborative leader for MICA's 2021-2026 Strategic Plan with key initiatives to strengthen institutional capacity, including Diversity, Equity, Inclusion and Globalization (DEIG).- Authored Integrated Technology plan with roadmap, investments and key initiatives to modernize, innovate and enable students, faculty and staff. - Lead cross-functional team for Workday HCM and Finance implementation, go-live June/December 2019 and additional strategic implementations that strengthen institutional capacity. - Grow capital investments to upgrade and extend network and WiFi infrastructure, reengineer learning spaces, revamp student production facilities, extend the faculty/staff lifecycle program and focus investments for academic innovation.- Establish high-performing technology and cross-functional teams to update and streamline business processes, manage high levels of change and adapt to changing circumstances, including the multi-dimensional challenges of COVID19.

Adelphi, Maryland, Us

Lead a blend of highly-skilled technology and business units focused on internal and external customer success, customer relationship management, customer experience, customer support, product and program management as well as product delivery. Work cross-functionally and at all levels of a large, complex and global organization in order to achieve strategic goals as well as technical and customer objectives. Develop managers and teams to work creatively and cross-functionally to solve complex business problems and to support operations. Highly focused on people, partnership, transparency, service culture, scalability of systems and processes, data analysis and vendor management. Units include: - UMUC Service Center (Level 1/24x7/multi-channel) - delivers service and support to stateside and global students and faculty for a wide range IT and Student Services.- Product Management for CRM (Salesforce) team - supports global UMUC customer operations.- Product Management for Contact Center software team - enables multiple contact center operations. - Customer Experience - identification and solution-building for top CX issues- IT Service Desk (Level 1 & 2) and deep collaboration with vendors and Tier 3 units- Training for Strategic Enrollment Management front-line teams (recruitment and retention)- Program Management for critical initiatives such as Global Support (Europe, Asia, Stateside) and Student Communications

Key leadership role in the division of Information Technology. Work collaboratively across all IT teams from projects and operations to collectively achieve high-quality end-to-end product/service delivery and support. Span strategic customer interface through IT operations and services with a relentless focus on customer experience & satisfaction with IT products and services. - Work with clients across the University to address key challenges such as change management, adoption of new platforms, and more.- Lead the IT Services area in improving external service delivery and internal operational and process makeovers.- Focus on making major improvements to the student and faculty experience of IT service delivery and support.- Work collaboratively across IT/business to achieve aggressive Objectives and Key Results (OKRs), most importantly re-platforming systems and operationalizing service delivery and ongoing customer support- Started up a new Client Relationship Management area to service the university with business-enabling technology solutions. - Built a newly-established strategic IT communications function to support and extend the major platform implementations and the new IT organization.- Lead multiple initiatives that range across strategic priorities and operational solidification- Focus on maturing IT Operations and managing change and change adoption including upgrading the IT organization and establishing an enhanced services model- Social Business Collaboration champion (Jive)- Departments: IT Communications, Client Relationship Management, Executive/VIP Support, Customer Support, and Service Desk- Member of the CIO Direct Reports team working to implement impactful, positive culture and process change to IT.

Our focus is on customer experience & satisfaction with IT products and services for internal and external customers. We work collaboratively with all IT teams across projects and operations to collectively achieve high-quality end-to-end product/service delivery and support. Our team spans strategic customer interface through IT operations and services.- Work collaboratively across IT/business to achieve aggressive Objectives and Key Results (OKRs).- Started up a new Client Relationship Management area to service the university with business-enabling technology solutions. - Built a newly-established IT communications function to support and extend the major platform implementations and the new IT organization.- Lead multiple initiatives that range across strategic priorities and operational solidification- Focus on maturing IT Operations and managing change and change adoption including upgrading the IT organization and establishing an enhanced services model- Social Business Collaboration champion (Jive)- Departments: IT Communications, Client Relationship Management, Executive/VIP Support, Customer Support, and Service Desk- Member of the CIO Direct Reports team working to implement impactful, positive culture and process change to IT.

In addition to current responsibilities, assumed leadership responsibility over the IT PeopleSoft in-house team to complete the project and transition to a hosted solution and off-shore development resources.

- IT leadership role for PeopleSoft upgrade program and existing PeopleSoft technical staff. Transitioned to managed services support and hosting from the in-house support model. - Successful go-live of PeopleSoft 9.0 in April 2012.- Established post go-live operational model in tandem with upgraded IT organization, managed services, and enhanced services model.- Startied up a new Client Relationship Management area to service the university with business-enabling technology solutions. - Built a newly-established IT communications function to support and extend the major platform implementations and the new IT organization.- IT champion for the Jive (social business collaboration) implementation.- Member of the CIO Direct Reports team working to implement impactful, positive culture and process change to IT.

Senior leadership position reporting to the CIO. Working with a large IT, business and contractor team, focused on the institution's top priority: upgrade/re-implementation of PeopleSoft for worldwide operations.University of Maryland University College (UMUC) is the largest public university in the United States. As one of the 11 degree-granting institutions of the University System of Maryland, this global university specializes in high-quality academic programs tailored to working adults.

Washington, D.C., Us

Selected for a senior leadership position reporting to the CIO to lead the start up of the University Web Services (UWS) department and Unified Web Presence (UWP) program. UWP is a Presidential and Vice Presidential executive priority established to work across the business and technology infrastructure to showcase the GW brand.UWS is a service provider to department and division stakeholders across GW. UWS establishes partnerships with clients to support service delivery to customers and to create solutions to meet the business needs of departments. Clients are seeking to innovate and evolve their business operations using a variety of web technologies and tools to meet the communication, outreach, transactional, and back office demands of their unit. Their business drivers include exceptional customer satisfaction, cyclical improvements to existing business processes, new initiatives, and exceeding their performance goals. The Unified Web Presence program is a Presidential and Vice Presidential executive priority and University-wide effort to cascade a master brand framework and a COTS technology platform across GW web properties to update a landscape marked by organic and siloed growth. Phase 1 of UWP focused on standing up the Vignette environment and achieving the initial goals of improved navigation, branding, and content for external users and was successfully launched on August 10, 2009. Phase 2 of UWP was successfully completed on June 26, 2010. The IT role included leadership that cut across the IT and business areas as well as a daily need for diplomacy and an unwavering commitment to successful delivery. The UWS team worked in partnership with the front-end and back-end teams which spanned divisional boundaries and included multiple vendors. Resource constraints included time, people and funding. We successfully delivered despite enormous obstacles and built a technology team from the ground up that continue to execute excellent work.

Washington, D.C., Us

Senior leadership position reporting to the VP/CIO of Information Systems and Services. Led the merger of SASS Technology Communications into ISS and assumed new responsibilities to execute executive strategy, ensure delivery on board mandates, to lead change efforts and to be a culture and process change agent with the goal of streamlining and innovating customer service support/delivery through multiple channels. - Led a senior team of four direct reports with 85 total full-time staff and $6 million overall budget responsibility.- Departments were in three categories: Newly Established/Undergoing Rapid Expansion:Account Management OfficeUniversity Web ServicesStudent Technology ServicesSpecial ProjectsRequiring Overhaul:Desktop SupportHelp DeskMarketing CommunicationInteractive Multimedia GroupNormal Growth Voice/Data ServicesConsole Traffic OperationsSoftware Education and TrainingResults:- Orchestrated multiple critical transformation projects focused on customer service support and delivery.- Redesigned the marketing and communications strategy for ISS and executed multiple communication initiatives.- Consolidated departments into larger units to create efficient, high-performance teams focused on customer service.- Surmounted cultural challenges during the institution of uniform processes.- Led a cross-divisional team for GW’s “Unified Web Presence” the goal of which is to develop a cohesive web self-service layer for 24/7 customer access to information and transactions. - Led a cross-departmental team for “Workstation and Data Security” to achieve secure laptop/desktop management at the University and the implementation of laptop/desktop encryption across GW. Participated in a SANS speaker panel to present and share information about the encryption implementation.- Once operationalized, promoted an employee from within the ranks to assume leadership position in order to focus on UWP.

Washington, D.C., Us

- Created a business and user-side technology department to support the rapid technology changes that were taking place at GW and to serve as "last mile to the customer" while working in cooperation with central IT.- Solidified service levels with SASS division business units through written documentation, relationship-building, education, and implementing customer-friendly and employee-friendly processes.- Oversaw the growth of the Residential Networking department from an initial support base of approximately 2000 users to over 7000 users.- Became key advocate of student service departments with the centralized IT area, Information Systems and Services.- Built the SASS Web Services department to address the web and business needs of the SASS division. This included the development of a content management system for easy updates of branded web sites as well as the development of applications to fit business needs.- Grew the department over 7 years to become an essential component of implementing technology services for SASS.- Merged the entirety of this department into the central IT division upon request of the Vice Presidents in 2005 (see above position) which included expanding and streamlining key customer services.

Washington, District Of Columbia, Us

Served as a Peace Corps Volunteer in a rural village in the Oueme region of Benin, West Africa focusing on agriculture development, literacy, mother-child health, family planning, nutrition, and economic development of small communities. Established relationships with various communities, conducted needs assessments to implement relevant programs for growth.

Executive Education

Executive Certificate In Leadership Coaching, Institute For Transformational Leadership

Certificate Of Professional Development, Management

Cio Institute, Information Technology Executive Management

Executive Education, Delivering Information Services

Executive Education, Understanding And Solving Complex Business Problems

B.A., Double Major In History And French

M.A., Telecommunications