• Integrated Desktop Support and onsite Help Desk operations into the Media Services department beginning in 2015.• Assist with managing a team of User Services staff, including Help Desk and Technical Support Specialists.• Lead IT-related projects beginning in 2014.• Manage a team of up to 50 student and staff employees in customer support operations.• Assist in the design, installation, and maintenance of audio-visual technology in 70+ academic spaces, including implementation of 20 Zoom Rooms in 2021. • Train faculty, staff, and students in academic technology and audio-visual equipment.• Provide staff support for administrative tasks and projects related to the Desktop, Media, Wide Area Network, Local Area Network, and Telephony functions. Monitor ticketing system and follow up with assigned personnel to ensure timely resolution of issues.• Collaborate with Federal Grant offices and Committees to propose, design, and implement the IT-related goals and objectives for the University.• Communicate all capacity, sourcing, and technology gaps with upper management.• Ensure end-user satisfaction by resolving help desk tickets efficiently, conducting customer service surveys, and training staff members to support end-users proactively.• Schedule staff to ensure help desk and audio-visual coverage during regular business hours and on-call support as needed.

• Organized, coordinated, and prepared course evaluation materials for faculty and students.• Pulled raw faculty and student data from Colleagues, verified and corrected for accuracy.• Communicated processes to diverse groups of course participants and faculty.• Coordinated cross-departmental collaboration to create interdisciplinary units that enriched students' understanding of course material.• Utilized advanced analytics tools to identify trends in consumer behavior, informing future product development plans.• Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.

• Assisted the Director in designing, installing, and maintaining audio-visual technology in more than 70 classrooms and campus spaces.• Implemented campus-wide standardization for audio-visual equipment starting in 2010.• Provided training to faculty, staff, and students in academic technology.• Mentored student employees through observation, feedback, and professional development opportunities.• Planned and executed successful special events like university graduation, Orientation, and outside third-party events.• Increased student engagement by incorporating real-life examples and hands-on activities in lesson plans.