Colleen Phillips Email and Phone Number

Analyze and forecast IT asset management activities and processes for an asset portfolio currently valued at over 20 million dollars and expected to exponentially increase over the next 5 years. Provide forecasting and logistical analysis for the operations and inventory management of IT assets. Provide analysis for project teams for University-wide device lifecycle initiatives, including on reporting on associated metrics, proposing changes to process to improve metrics, and reengineering process under the direction of management.Manage the design, implementation, and optimization of University-wide technology assets, including receiving, asset tagging, updating the asset management system, checking out equipment, and decommissioning equipment. Audit and report on inventory, including developing inventory forecasting models to support recommendations on inventory levels and stocking strategies.Analysis and Consultation –Evaluate asset management processes for opportunities for standardization and continuous improvements. Report on metrics, propose process improvements, and execute process reengineering.

Oversee and supervise a team of 30+ student IT support agents that perform a variety of technical and administrative activities in support of IT services. Responsible for organizing and assigning work to the team and for workforce management including scheduling, recruiting, hiring, and training of student employees. Provide operational support for the contact center by serving as an escalation point for complex problems and ensuring incoming incidents and requests are triaged and routed appropriately. Assist in organizing and creating documentation and support resources for a variety of IT service desk functions.Accountable for recruiting, hiring, and managing the onboarding/off-boarding process of student workers and for delivering a consistent, customer focused experience. Regularly evaluate student performance and provide feedback using formal and informal channels. Ensure incidents and service requests are resolved with an appropriate sense of urgency. Facilitate customer communications during service interruptions or outages. Works with staff across functional units to troubleshoot and resolve problems with technology or business processes.Assist in development and maintenance of documentation and support resources for lower level support functions. Design and implement procedures for carrying out routine tasks and activities.Oversee student schedules by creating shifts and maintaining coverage for the service desk students which includes Contact Center (call center), OULN, Tech desk at Bobcat Depot, Learning spaces and Classrooms, Device Support.

Procurement of IT equipment, management of the asset database, managing the asset warehouse and all of the equipment.Inventory Management – Identify and maintain an accurate inventory of all IT assets, create routine processes and procedures for inventory management. Monitor and audit processes to ensure accuracy of new and existing inventory.Oversee the daily operations of the IT warehouseUpdate and maintain the IT Asset management database with accurate information. Advise departments on handling of inventory and assets. Perform quarterly and annual inventory audits of all IT Assets.Manage a group of student employees, assigning hours, approving time sheets.Interview, hire and train employees. Assign responsibilities to student workers and make sure their duties and tasks are understood.Work with vendors to obtain quotes for work orders, computer lifecycle purchases, Infrastructure related purchases and other departmental needs. Resolves purchasing related issues with defective equipment and ensuring purchases are delivered in a timely manner.Handle ordering of equipment through University software.Receiving and delivering all IT Assets to OIT and other departments.Handle disposal of assets in working with University Recycling and Surplus to maintain OIT equipment inventoryProcess requests and orders through Team Dynamix ticketing system

Provide a high level of customer service and technology support to faculty, staff and students.Gather information about technical issues, record information in the Footprints ticket tracking system, and use procedures and documentation to resolve issues in a timely fashion.Provide basic computing support and related services to customers by using standard procedures and processes.Deliver and set up new workstations and other hardware.Run diagnostics, image and set-up new and repurposed computers.Repair and test computers and equipment and resolve technical issues using trained procedures.Set up, maintain, and upgrade equipment or systems.Install printers and phones.Advise staff and faculty on the use of devices and multimedia equipment.Performed setup, installs and tech support on iMacs, MacBooks, PC’s and related programs.

Oversee the buying and printing of product sold.  Streamlined a system for inventory to successfully monitor all sales made.  Design all promotional materialsManage upwards of 6 employees

Perform clerical and administrative duties in an office setting. Manage accounting for all invoicing, collecting receivables and processing of custom orders.  Operate in a fast paced environment and manage multiple projects under strict deadlines with efficiency and professionalism.  Awarded with handling the largest accounts and have established strong and lasting relationships with clients  Entrusted with overseeing and processing confidential information.  Possess organizational and planning skills with attention to detail and accuracy.  Hire, train and supervise many part-time and full-time employees.  Work directly with customers on order specifics and production. Examined budget and expenditures and effectively implemented cost saving measures in both retail and wholesale structures.  Helped design, launch and operate a sales database for a successful online store.  Oversee the social media outlets by optimizing content and have increased customer base by over 85%.Research local trends for marketing purposes for the retail market and successfully increased sales by 50%.  Formulated a system for processing quarterly reports for licensing.  Create all designs for customer projects, advertisements, etc.

Processed accounts payables/receivables, invoices, and yearly and sales tax.Wrote up quotes/bids.