The Service Delivery Manager is tasked with the responsibilities of managing a subset of teams that provide remote services to NetGain Technologies managed service clients. This position is responsible for clear and consistent communications with internal personnel, vendors, and client contacts along with role and process development. The position will be assigned “teams” of resources and clients that the position will be responsible for. These teams will consist of 12 individual contributors on average.

IT advisor for nonprofit focused on providing mentoring and adaptive reconditioning training to wounded warriors, disabled Veterans, disabled First Responders, and their families through culinary arts and food business.

Provides technical project leadership for large scale ITS related projects. Works closely with key personnel, divisions, and departments at all BCTC campuses. Manages special projects and assignments as needed.* Serving as lead project manager for capital network infrastructure upgrade for 7 communications closets in 6 buildings and networking installations for capital renovation of dozens of classrooms and offices at an existing campus scheduled to open in August 2018* Served as lead project manager for networking installations for two capital building projects - negotiated leased equipment, purchased equipment, and related installation needs with vendors for a new building at a new campus site opened January 2017 and a new building at an existing campus opened January 2018* Served as lead project manager during college wide refreshment of all leased layer 3, layer 2 and voice networking equipment; through management of several vendor resources, coordinated replacement of 88 devices in 30 communications closets/cabinets in 14 buildings at 6 campus sites* Facilitates and guides discussions, meetings and conference calls; schedules vendor engagements, plans college resource engagements, and communicates with college population about scheduled and emergent outages* Serves concurrently in other college projects including classroom-to-laboratory conversion audit, inventory process audit, emergency callbox installation, IT point of contact for total managed print contract, data gathering and analysis functions in order to determine college project needs

Responsible for planning, directing and coordinating administrative support services for self-published author.* Participated in leadership of regional group of publishing industry professionals including conducting meetings, recording minutes, and coordinating communication* Performed data analytics of social media and made suggestions to optimize reach * Updated and maintained author website, ultimately contracting vendor support to design and implement new website contemporary with other similar author webpages* Performed data analytics of affiliate programs and maximized revenue streams through use of monetized product links* Implemented email newsletter process and drove membership through enrollment contests; distributed newsletters relating to new product releases and event appearances by author

Provides technical project leadership for all types of information technology related to projects through coordination and collaboration with divisions and departments throughout the college. Facilitates special projects and special assignments as needed.* Organized project documentation and lead meetings to discuss projects using concepts including Accepted Deliverables, Critical Path, Gantt Chart, Project Scope, Risk, Stakeholder Analysis, Statement Of Work, Strength Weakness Opportunities and Threats Analysis* Developed initial project document library for PAD division through research, document normalization, and practical applied testing of document flow* Designed documents for gathering business intelligence including: Business Case Analysis, Meeting * Agenda, Project Charter, Stakeholder Analysis, and Statement of Work * Served in leadership for information technology projects including new classroom laboratory builds* Facilitated purchase and implementation of software programs including coordination with software vendor for onsite training, tailored development of applications, and installation solutions

Responsible for supporting 350+ faculty and staff computers, planning and implementing the mass roll-out of software updates and changes as needed, tracking and reporting repairs and fixes, and troubleshooting specialty computer needs on a per department basis* Developed a method of turning off 350+ faculty and staff computers during school off-hours helping BCTC achieve significant cost savings on electricity usage; informed all faculty and staff about the importance of this change* Developed and implemented a weekly process for updating general use software and performing maintenance tasks on all faculty and staff computers* Implemented a mass roll-out of Microsoft Windows and Office updates with limited impact to users* Worked with IT Directors to develop software installation deployment process for the BCTC emergency notification system* Served as Chair of Staff Council 2010-2011, also served as Member in 2008-2009, rewrote Staff Council Bylaws, presented them to appropriate BCTC committees, and got them approved and passed * Wrote and presented documentation outlining processes and methods of support for faculty and staff software, computers, printers, copiers, and other IT supported equipment* Completed BCTC Leadership Academy 2009-2010; referred by several alumni of the academy

8+ years of wide-ranging experience in personnel management, training, administration, project management and timely implementation* Maintained personnel records, reporting databases, payroll information, and promotion and tenure records for 100 to 350 personnel during first 6 years of enlistment* Created and maintained a database for the purpose of maintaining individual training statistics for 530 personnel, tracked training requirements and met goals, and prepared reports for 11 separate training criteria* Maintained 5 relational databases containing movement data for 40,000 personnel, 400 aircraft, support vehicles, maintenance equipment, and supplies