Led support for 50-60% of university faculty and 20% of staff, handling in-house PC hardware repairs, coordinating Apple repairs, and leading the opening of around 2 ADA compliant labs every year. • Comprehensive Technical Assistance: Specialized in troubleshooting and repair of various operating systems including Windows, OSX, IOS, Android, Linux, and Windows Server; effectively managed both in-house PC hardware issues and outsourced Apple repairs.• Equipment and Software Procurement: Spearheaded annual procurement of 150-200 machines, fostered vendor relationships, negotiated contracts, and coordinated with legal and security teams for compliant purchases while maintaining budget constraints. • Operational Improvement Initiatives: Led upgrades, shifting inventory management from Excel to SQL database and introducing JAMF for Apple products, cutting setup time from 3-4 hours to about 1 hour.• Project Management Directed a team of technical support staff and students, coordinating daily activities and strategic project execution within the College of Arts and Sciences.• Resource Management: Oversaw the management and expansion of 18 computer labs; evaluated, procured, and deployed computing resources to meet the dynamic needs of the academic community.• Secure Data Decommissioning: Handled the secure erasure of outdated technology in compliance with NIST best practices, ensuring data security and integrity during decommissioning processes.

Engineered and implemented a comprehensive COVID-19 instructional technology plan, optimizing resources for remote learning, managing inventory, adjusting budgets, and deploying asynchronous learning software.• SQL Database Innovation: Developed and maintained a SQL database for inventory management, transitioning from an Excel sheet to a rational database.• Software Agreement Negotiation: Negotiated a Central/Western Michigan software agreement, saving the university approximately $600K over five years.• Varner Renovation Leadership: Spearheaded the technology upgrade in the Varner building renovation, implementing asynchronous technology in conference rooms and classrooms.• Cross-Platform Tech Support: Provided comprehensive support for Windows, OSX, iOS, Android, and Linux to faculty and staff.• Virtual Server Management: Managed updates and configuration for Arts and Sciences virtual servers, enhancing system efficiency.• Budget and Resource Optimization: Implemented budget adjustments for efficient computing resource allocation and software implementation.

Provided comprehensive assistance within a helpdesk environment, addressing customer needs through telephone, ticketing systems, and scheduled in-person appointments.• Resolved Network Issues: Assisted students and faculty with campus-level network connectivity problems, ensuring consistent access and functionality.• Secured Personal Information: Aided in the removal of viruses/malware and helped recover personal identifiable information for students and faculty, enhancing security and privacy.• Facilitated Computer Lab Setups: Performed setups for computer labs, standardizing software across systems using Microsoft Windows operating systems for optimal educational support.