In my current role as Manager of Client Services, I am dedicated to enhancing the technical infrastructure and operational processes essential for the efficient management and delivery of IT services. My responsibilities encompass strategic oversight, tactical decision-making, and continuous improvement of our technical systems to ensure robust and scalable IT service delivery. I lead efforts to optimize first-tier/second-tier support, coordinate impactful training, and develop advanced solutions that drive the effectiveness of the Client Services team.Key Responsibilities:Technical Systems Enhancement: Spearheading initiatives to upgrade and refine our IT service management platforms, ensuring seamless integration and streamlined workflows.Strategic Oversight: Directing the strategic and operational aspects of support services, focusing on enhancing efficiency and effectiveness through technological advancements.Team Leadership: Supervising and nurturing the Client Services staff, promoting a culture of continuous improvement and innovation in service delivery.Stakeholder Engagement: Serving as a vital liaison between departments and stakeholders, fostering collaboration and aligning IT services with organizational needs.Operational Excellence: Implementing and maintaining cutting-edge software management systems, setting desktop standards, and overseeing the lifecycle of IT equipment and software to ensure optimal performance and security.Innovation in Service Delivery: Actively seeking out and integrating new technologies and methodologies to advance the delivery and management of IT services, ensuring alignment with the latest industry standards and best practices.

As the Information Services Specialist Team Lead, I managed a team of 15 local and remote staff, providing daily operational oversight and strategic direction for Client Services. I significantly improved SLA compliance and established device standards for optimal performance. I was recognized for exceptional service with a challenge coin from the Chancellor and consistently sought to improve customer service and technology deployment across the organization.Key Achievements:Improved SLA compliance from 40% to over 90%.Provided executive-level support and managed key stakeholder relationships.Developed comprehensive training and guidance for UT System Administration departments and stakeholders.

This is a senior-level technical position responsible for performing advanced work supporting the daily supervision, operation, and maintenance of university desktop and portable computer systems. Responsible for overseeing the installation and repair of servers, desktop and portable computers and peripherals, and business dealings with related vendors and evaluating departmental procedures to ensure efficiency. Provides strategic relationship development and consultation with the user constituency to ensure compatibility, integration, and maximization of information technologies within the university. Reports to the manager of client services.

Manage the distribution and maintenance of campus wide computer/device deployment, aswell as vote on future hardware solutions for our enterprise environment.