Lead and manage IT departments in building, supporting, and extending IT solutions.

Member of the ITECS Leadership Team focused on leading and managing ITECS’ customer-facing technology support efforts. Manages the everyday functions of the three ITECS Service Desks providing front line technical support to the students, faculty, and staff of the College of Engineering as well as direct technical support to two academic departments. Sets standards for response times and first touch resolutions and monitors the performance of Service Desk staff in achieving them.Manages the college’s Eos Computer Lab environment to include provisioning, updating, maintaining and replacing equipment and software in accordance with established life cycles. Hires, trains, schedules, coaches and mentors the six full-time professional staff and four temporary student staff to ensure each individual is capable of functioning effectively as a member of the ITECS Service Team. Schedules the staffing of three, geographically dispersed Walk-in Centers. Acts as primary liaison with the two supported academic departments. Is the primary advisor to the ITECS Director in all customer service and technical support matters.

• Lead and manage the Endpoint Technologies staff ensuring effective support services for over 500 Yale University Library staff. Including determining staffing needs, job posting requirements, and hiring. • Served as a member of the Library IT Leadership Team, collaborating with peers to make the strategic and operational decisions for Library IT services and infrastructure. • Responsible and accountable for over a half a million-dollar equipment budget, developed and prepared budget plans and financial forecasts. • Manage endpoint technology support for all of Yale University Library, including maintaining systems, managing inventory, budget planning, managing computer upgrades/replacement, and DNS registrations. • Audit and ensure compliance with University policies and federal regulations for all Endpoint computing devices. • Engage with clients and conduct systematic research to develop computing requirements. • Initiated the establishment of an AV technology support service. • Co-chaired the Endpoint Advisory Group for the Yale University Library, the governance body for end-point technology. • Evaluated, designed, and implemented video conferencing service and support for a geographically dispersed organization. • Analyzed, recommended, and oversaw the implementation of new computing and AV technology. • Managed student employee hiring, scheduling, and supervision.

• Manage desktop computer support to all departments and units of the NYU Division of Libraries, including maintaining systems, managing inventory and planning, managing computer upgrades/replacement, and DNS registrations. • Manage the Client Services department and staff insuring effective support services to all the divisions' faculty and staff and Library patrons. • Manage the Bobst Library Computer Center (BLCC) that provides computing, printing, equipment loans, wireless support to Bobst Library patrons. • Research, analyze and resolve complex technical and user inquiries, problems and complaints. • Establish policies and procedures and research, analyze, and resolve complex inquiries, problems and complaints.