Providing undergraduates with the skills necessary to understand and apply the principles associated with Project Management best practices.

• Set division goals and objectives and communicate to staff. Reassess and redefine priorities, as appropriate, in order to achieve performance objectives.• Responsible for managing user satisfaction across the student body, faculty, and staff.• Oversee staff responsible for day-to-day operations of the help desk.• Oversee hiring, training, assessment, and supervision of professional helpdesk staff and students to ensure consistent user support is provided.• Develop, measure… Show more • Set division goals and objectives and communicate to staff. Reassess and redefine priorities, as appropriate, in order to achieve performance objectives.• Responsible for managing user satisfaction across the student body, faculty, and staff.• Oversee staff responsible for day-to-day operations of the help desk.• Oversee hiring, training, assessment, and supervision of professional helpdesk staff and students to ensure consistent user support is provided.• Develop, measure, and analyze metrics related to help-desk work.• Monitor performance and IT service statistics.• Ensure service level agreements are met for response and resolution time associated with help requests.• Develop and maintain a professional customer service-oriented culture, striving for first-call resolution.• Maintain continual growth in professional skills and knowledge essential to the position.• Assess the effectiveness of safety measures and training and implement necessary changes. Anticipate and recognize problems and potential problems at the individual and system levels.• Encourage continuous improvement practices among employees. Show less

• Facilitate support for 7000+ students, 1,500 staff, and faculty with excellent customer satisfaction ratings.• Manage full-time staff and students, including training, coaching, and appraising employees on performance.• Utilize lean and ITIL principles to develop processes and procedures to increase productivity and eliminate waste.• Work closely with Project Management on team projects including communication needs for IT.• Collaborate with management to establish performance… Show more • Facilitate support for 7000+ students, 1,500 staff, and faculty with excellent customer satisfaction ratings.• Manage full-time staff and students, including training, coaching, and appraising employees on performance.• Utilize lean and ITIL principles to develop processes and procedures to increase productivity and eliminate waste.• Work closely with Project Management on team projects including communication needs for IT.• Collaborate with management to establish performance goals and reporting methodologies to measure and improve effectiveness and productivity.• Serve on hiring committees/trained new staff/taken disciplinarian actions as needed. Show less

• Proactively identified possible areas for campus IT outages and initiate resolutions accordingly.• Served as interim User Service Manager; routing tickets, coordinating staff, schedules and daily assignments to exceed SLA standards.

Community Outreach Coordinator:Maintained relationships with other referral agencies; ie Department of Human Services, Salvation Army, St Vincent de Paul as well as other community service organizations(MTU, Gogebic Community College, Calumet Hockey Assoc, Portage Health etc...) and utility vendors, UPPCO, Semco, local vendors; Determine elgibility and distribute allocated funds for fuel assistance, housing re-location costs, emergency programs, DOE Weatherization, and food programs… Show more Community Outreach Coordinator:Maintained relationships with other referral agencies; ie Department of Human Services, Salvation Army, St Vincent de Paul as well as other community service organizations(MTU, Gogebic Community College, Calumet Hockey Assoc, Portage Health etc...) and utility vendors, UPPCO, Semco, local vendors; Determine elgibility and distribute allocated funds for fuel assistance, housing re-location costs, emergency programs, DOE Weatherization, and food programs (TEFAP/CSFP), assist income eligible and seniors clients with tax preparation, meet with state and federal grant managers and program monitors to discuss positives and negatives of current and past programs to better assist future clients, manage and meet with clients in Baraga, Houghton and Keweenaw Counties Show less

Maintain contact with families on MSHDA's Housing Choice Vouchers program, determine short and long term goals to obtain family self sufficiency, plan and offer money management/budget courses, record contact with clients and report to MSHSDA on clients continual completion of program.

Developed working relationship with NPS archival professional. Cataloged, preserved, and documented historical items associated with the history of Isle Royale National Park