Previous position reclassified / renamed.

Manage a team of professionals that • champion the ‎implementation, management, ‎‎and use of IT service management best practices and processes.• develop policies and procedures that align Purdue IT with organizational goals and objectives.• design and develop reports and metrics to track process, service and support performance.• coordinate with divisional service management ‎‎‎representatives to implement a ‎comprehensive service management program to standardize ‎‎processes relative to ‎the ITIL framework. • develop metrics, reports and dashboards to monitor process, service, and operational performance indicators based on desired outcomes of Purdue IT leadership.• collaborate with divisional units to improve ‎existing operational processes.• mentor ‎‎divisional service ‎management ‎personnel, process owners, and process coordinators ‎within Purdue IT.• design, develop, implement, improve, and administer IT service management tool (current and new). Purdue IT currently uses BMC FootPrints, but is implementing TeamDynamix.

• Champion the ‎implementation, management, ‎‎and use of IT service management best practices and processes.• Develop policies and procedures that align Purdue IT with organizational goals and objectives.• Design and develop reports and metrics to track process, service and support performance.• Coordinate with divisional service management ‎‎‎representatives to implement a ‎comprehensive service management program to standardize ‎‎processes relative to ‎the ITIL framework. • Develop metrics, reports and dashboards to monitor process, service, and operational performance indicators based on desired outcomes of Purdue IT leadership.• Collaborate with divisional units to improve ‎existing operational processes.• Mentor ‎‎divisional service ‎management ‎personnel, process owners, and process coordinators ‎within Purdue IT.• Design, develop, implement, improve, and administer IT service management tool (current and new). Purdue IT currently uses BMC FootPrints, but is implementing TeamDynamix.

• Champion the ‎implementation, management, ‎‎and use of IT service management best practices and processes.• Coordinate with divisional service management ‎‎‎representatives to implement a ‎comprehensive service management support program to standardize ‎‎processes relative to ‎the ITIL framework. • Develop policies and procedures that align IT with organizational goals and objectives.• Develop reports and metrics to track process and service performance.• Collaborate with divisional units to improve ‎existing operational processes.• Mentor ‎‎divisional service ‎management ‎personnel, process owners and process coordinators ‎within ‎Information Technology at Purdue.

• As a member of University Technology’s (uTech) leadership team I work with the CIO and directors to: participate in strategic planning and development of annual goals and objectives; codify administrative policies and procedures; and provide input and feedback on budget operations.• Provide leadership in developing and administering strategies that advance priorities and goals from the IT Strategic Plan.• Actively participate in the annual review and update of the IT Strategic Plan.

Responsible for the operations and productivity of five uTech units including:• Classroom Support Services designs, builds, supports and maintains all general-use and a number of departmental classroom and conference room facilities. • Desktop and Hardware Services provides remote and desk-side support for hardware, software and mobile computing needs of WIU faculty and staff. • Support Center provides self-help, walk-in, email, chat and phone first-contact support for WIU students, faculty and staff.• uTech Labs designs, builds, supports and maintains all general-use academic lab facilities. • uTech Computer Store provides retail computer and accessory sales; personal warranty and non-warranty repair service; and general walk-in technical support to students, faculty, and staff.My Responsibilities• Directly supervise four unit managers and one office-support staff. Performance evaluations, goal setting, staff development planning and mentorship are integral to success.• Responsible for the operations and productivity of all units staffed with 19 full-time staff and 80 to 100 student employees.• Make strategic recommendations to the administration regarding long-term planning, organizational goals and new technologies’ potential impact on environment and resources. Areas of influence are policies, budgetary decisions and priorities. • Manage projects including: defining scope, allocating resources, identifying milestones and monitoring progress in order to deliver on time and within budget.• Set and implement long and short-term goals for units.• Coordinate with other technical and non-technical areas, departments, colleges and divisions to identify opportunities for collaboration in order to achieve administrative or academic goals.• Serve on various committees and participate in events in order to advocate for technology initiatives, promote technology services and identify need for service improvement or creation for students, faculty and staff.

Upon being promoted to an Assistant Manager for Systems Support, in Electronic Student Services, my responsibilities broadened to include:• Making strategic recommendations to the director regarding long-term planning, organizational goals, staffing, and new technologies’ potential impact on procedures and resources. Areas of influence were server administration, application development, web development, special projects, and Department and Division policies and procedures. • Managing the Systems Support Team. Setting goals for the team and evaluating members, maintaining job descriptions, and planning employee development. The Team’s responsibilities included network support, server support, hardware support, software support, and technology consulting. Emphasis was placed on timely, professional, and personal service.• Managing help desk. Monitoring status of service requests, quality of service provided, and productivity of technicians as well as trends by department. Altering procedures and resources based on findings.• Consulting with all departments in the Division to assess technology usage and needs as well as with individuals at all levels to solve problems and identify areas for improvement. • Administering and maintaining the campus card system. Responsibilities included server support, report writing, financial processes and procedures, project planning, and research and development. The campus card system was used for dining hall retail, vending and laundry purchases, access control, identification, activity admittance, et al. Emphasis was placed on service availability.• Designing, developing, and implementing training workshops consisting of email, computer basics and MS Office.• Managing projects such as Division-wide OS migrations, major hardware upgrades, vending system upgrade, and cash register upgrade.

As a microcomputer support specialist I & II, in Electronic Student Services, I had a wide variety of responsibilities for the Division of Student Services such as:• Determining end-user requirements for applications by working with users, then prototyping the application and creating software requirements documentation for end users and programmers.• Designing, developing, and maintaining databases in Microsoft Access and SQL Server.• Writing network-based and stand-alone applications using Visual Basic including insurance claims tracking, judicial case tracking, hotel reservation, and credential file systems.• Assisting end users in using software packages such as: office suites, email programs, web browsers, etc. Provided hardware and advanced software support. This entailed repairing or replacing hardware and implementing vendor-supplied or in-house specialty software.