Manage a team of desktop services specialists in providing day-to-day Tier 3 escalated desktop support including directory services managment, application packaging and deployment, antivirus management, network management, policy settings, file services, and virtual desktop infrastructure.‎ Supervise technical staff that provide technical planning, ‎problem solving, and ‎‎coordination of computing needs for users of Windows-based desktop ‎‎workstations in areas supported by the Cooperative Services Desktop Support (CSDS) team.‎ Provide overall leadership and direction to assigned staff, set expectations and focus, assign duties, delegate ‎responsibilities, prioritize workloads, and manage details of multiple initiatives simultaneously. Set and maintain standards for file services, directory services, antivirus management, network management, policy settings, and virtual desktop infrastructure.Manage desktop services activities associated with the identification, prioritization, and ‎resolution of reported problems, ensuring that all phases of Tier 3 desktop support are coordinated, monitored, ‎logged, tracked, and resolved appropriately. Develop and document operational procedures for Tier 3 support; recommend & maintain process standards across the customer base. Establish performance metrics to ensure customer needs are ‎being met. Review and manage licensing requests for new software.Collaborate with other IT management staff and field day-to-day operational and/or technical issues on behalf of customers within supported departments, including requirments gathering.‎ Maintain an understanding of technology trends and recommend future directions for technology support systems. Participates in strategic planning as a member of the CSDS leadership team.

Design and administer a messaging infrastructure environment dealing with hardware and software components for the mail routing, departmental forwarding, campus mail lists, and student/staff e-mail using Zimbra Collaboration Server. Our group develops, modifies and maintains relatively complex software procedures which support the creation, maintenance, and deletion of user accounts. I often generate and provide routine and ad hoc reports to management.

Directed the work of Windows system administrators on a number of projects, including: a Use of Social Security Numbers and Information Technology Security Assessment and implementation of Purdue’s account and password synchronization software, ACMaint, between Liberal Arts and ITaP systems. Oversaw infrastructure projects for system administration staff in order to reduce downtime and increase the reliability of network systems. I also took lead role in the migration of more than 500 faculty and staff e-mail accounts from Liberal Arts servers to ITaP Exchange e-mail system.

Oversaw the administration and security of the psychology department's computer network, and supervised three full-time Electronics Shop staff members and one to three part-time students. My responsibilities also included advising the department head, 50 faculty, 100 graduate students, and over 40 staff on electronics and computing issues and act as liaison to CLA IT, ITaP, and IT managers in other departments. During my time in Psychological Sciences, I planned the growth of the server environment from a single Unix e-mail and file server in 1998 to 14 servers running 4 operating systems (Solaris, MS Windows, OpenBSD, and RedHat Linux) and accessing 3 campus subnets in 2005.