- Leading the review, selection, and deployment of cutting-edge tools to improve efficiency and capabilities within the Sloan community, particularly in the use of AI to improve personal productivity.- Curating a training portfolio to ensure community members are proficient in using new technologies.- Communicating changes and updates in technology to ensure community awareness and understanding.- Working with the community to ensure the deployment of personal productivity… Show more - Leading the review, selection, and deployment of cutting-edge tools to improve efficiency and capabilities within the Sloan community, particularly in the use of AI to improve personal productivity.- Curating a training portfolio to ensure community members are proficient in using new technologies.- Communicating changes and updates in technology to ensure community awareness and understanding.- Working with the community to ensure the deployment of personal productivity technology aligns with Sloan's broader goals, contributing to the achievement of operational and strategic plans.- Leading the growth of service management principles across MIT Sloan- Oversee the IT Service Desk function, providing faculty, staff and students with ongoing support for services and complex technical problems Show less

- Lead largescale IT projects to enhance community engagement and collaboration- Grow Service Management and Service Delivery best practices beyond IT using the ServiceNow platform- Ensure the successful IT onboarding for MIT Sloan Faculty, Staff and PhD students, including device procurement- Vendor management for IT devices and ServiceNow professional services

- ServiceNow Product Owner, Evangelist, Architect, Developer and Administrator- Serve as member of Sloan Technology Services (STS) leadership team, driving strategic IT and school-wide innovation and initiatives - Manage Service Desk team of 6 FTEs and 1 Year Up Student, providing walk-in, phone and desktop support for Faculty, Staff and Students- Develop endpoint management strategy to secure community endpoints, including proliferation of JAMF and SCCM on managed devices-… Show more - ServiceNow Product Owner, Evangelist, Architect, Developer and Administrator- Serve as member of Sloan Technology Services (STS) leadership team, driving strategic IT and school-wide innovation and initiatives - Manage Service Desk team of 6 FTEs and 1 Year Up Student, providing walk-in, phone and desktop support for Faculty, Staff and Students- Develop endpoint management strategy to secure community endpoints, including proliferation of JAMF and SCCM on managed devices- Mature IT Service Management best practices to position Sloan Technology Services as a client-focused organization- Build ITIL core processes from ground up, including process design and installation for organization of 35- Manage team budget, including forecasting, budget strategy, and purchasing on a FY cycle. Show less

•Business Analyst, System Administrator & Developer for ServiceNow Service Management Platform•Process Manager for Request and Knowledge Management•Design and develop complex workflows and structured requests in ServiceNow•Contribute to process management for Incident, Change, & Service Catalog Management•Incident training and on-boarding for new groups at Harvard University•Participate in business and after hours Incident Commander rotation, managing organization wide Major… Show more •Business Analyst, System Administrator & Developer for ServiceNow Service Management Platform•Process Manager for Request and Knowledge Management•Design and develop complex workflows and structured requests in ServiceNow•Contribute to process management for Incident, Change, & Service Catalog Management•Incident training and on-boarding for new groups at Harvard University•Participate in business and after hours Incident Commander rotation, managing organization wide Major Incident process •Work closely with Managing Director of Support Services to refine operational processes for Field and Service Desk teams•Provide ad-hoc reporting and metrics needs for teams across organization Show less

•Provided interim management coverage for 3 month period, including overseeing daily operations, budget forecasting and process management•Worked closely with IT Supervisor to review operational standards and make recommendations for additional improvements•Provided back up technical escalation coverage for student and co-op staff•Assisted with staff hiring and interview process

•Split time (60/40) between HUIT Service Desk and IT Service Management Team•Manage 10 Full Time employees, including hiring, on-boarding, performance management and training•Jr. System Administrator and Developer for Service Management tool ServiceNow•Develop structured requests and complex workflow in ServiceNow for Service Catalog•Assisting other IT Groups at Harvard on-boarding to ServiceNow platform•After hours Incident Commander rotation, managing organization wide… Show more •Split time (60/40) between HUIT Service Desk and IT Service Management Team•Manage 10 Full Time employees, including hiring, on-boarding, performance management and training•Jr. System Administrator and Developer for Service Management tool ServiceNow•Develop structured requests and complex workflow in ServiceNow for Service Catalog•Assisting other IT Groups at Harvard on-boarding to ServiceNow platform•After hours Incident Commander rotation, managing organization wide major incident process outside of business hours Show less

•Supervise full and part time staff that provides wide range of support services to Harvard faculty, staff and students by phone, email, and walk up (team of 15+)•Responsible for daily operations, involving phone and email availability, queue management and technical & high priority escalations•Manage support coverage, including shift scheduling, time approval and project management•Assist with departmental training and on-boarding, including the development of new hire… Show more •Supervise full and part time staff that provides wide range of support services to Harvard faculty, staff and students by phone, email, and walk up (team of 15+)•Responsible for daily operations, involving phone and email availability, queue management and technical & high priority escalations•Manage support coverage, including shift scheduling, time approval and project management•Assist with departmental training and on-boarding, including the development of new hire documentation•Lead performance management and review process for Full time staff•Work closely with IT Support Manager and Director to recommend process improvements and build upon current best practices•Service Management (Incident and Request fulfillment) contributor for service desk and support services•System Administrator for Service Management Tool: ServiceNow Show less

•Triage phone calls and emails involving both hardware and software; able to resolve 90% of calls over the phone or through remote support•Resolve largest percentage of tickets in the overall Support Desk queue in a team of 10-12•Excel in ITSM Queue Manager Role, including high priority escalation, major incident notifications and incident management•Lead intern hiring program, including hiring up to six co-op students per semester. Perform resume review, phone interviews… Show more •Triage phone calls and emails involving both hardware and software; able to resolve 90% of calls over the phone or through remote support•Resolve largest percentage of tickets in the overall Support Desk queue in a team of 10-12•Excel in ITSM Queue Manager Role, including high priority escalation, major incident notifications and incident management•Lead intern hiring program, including hiring up to six co-op students per semester. Perform resume review, phone interviews, scheduling and onboarding•Create and validate technical documentation for departmental knowledge base Show less

•Provided in-person laptop support for Harvard faculty, staff and students. Support included software issues, hardware failure, data recovery, and error diagnosis.•Phone support to Harvard faculty, staff and students for university provided hardware, software and services•Assisted with the management of up to fifty work study students, including scheduling, attendance, and training•Assisted in special projects, including updating and cataloguing a knowledge base, researched and… Show more •Provided in-person laptop support for Harvard faculty, staff and students. Support included software issues, hardware failure, data recovery, and error diagnosis.•Phone support to Harvard faculty, staff and students for university provided hardware, software and services•Assisted with the management of up to fifty work study students, including scheduling, attendance, and training•Assisted in special projects, including updating and cataloguing a knowledge base, researched and proposed a new scheduling application, updated and distributed documentation, participated in hiring process for interns and executed training sessions Show less

Led a crew of 4-5 workers on day to day basis Managed an advertising booth at home shows across New EnglandWorked with College Pro Corporate office to visit dissatisfied customers in New England to complete jobs left unfinished or unsatisfactory by other crews