Dee-Ann D. Email & Phone Number

Manchester, New Hampshire, United States

Build future IT leaders by providing growth opportunities to achieve personal and professional success. Direct efforts towards investing in hardware and software improvements, minimizing downtime risk for our customers. Foster a culture of collaboration and communication to improve project delivery results.• Manage IT infrastructure to ensure seamless operations across all pharmacy locations in my region. This involves strategic planning, implementation, and maintenance to deliver reliable, scalable, and secure IT systems supporting critical pharmacy operations.• Provided strategic guidance during two significant reductions in force events. Restructured roles based on 60% staff reduction and 35% site shift reductions. Developed a nodal support model to enhance operational efficiency while maintaining top-tier customer service standards. • Established a Pharmacy IT infrastructure launch team. Responsible for delivering IT infrastructure and end user equipment for new Amazon Pharmacy small sites across North America. This initiative involved meticulous planning, coordination, and execution. Delivered on-time deployment of IT resources supporting the expansion and operational success of the pharmacy chain's same-day delivery operations footprint in North America.• Actively manage project portfolio to consistently deliver results. Foster a culture of collaboration and communication to enhance project delivery results. Work with key business partners to advocate for site-wide security infrastructure upgrades. I prioritize sustainability efforts, reducing operational costs and e-waste by actively managing technical debt through inventory reduction.• Prioritize customer input as a valuable mechanism for driving continuous improvement in our service delivery model. Reassess and adjust as necessary.

Durham, New Hampshire, United States

Retained within new centralized IT model, leads team of 8 Desktop Support Techs supporting 1,000+ clients and 2,500+ endpoints across New Hampshire, USNH, and Durham campus. • Develop IT initiative timelines supporting objectives and key results (OKRs). • Collaborate with peers, cross-functional teams, strategic partners, and leadership to orchestrate business OKRs. • Prioritize and manage projects of varying complexity. • Execute change management, deliver exceptional and consistent customer experience. Ensure clear and prompt communication with stakeholders.• Escalation point for decisions, problem solving complex technical issues, and incidents. • Recruit, hire, and train staff. Deliver 6-month goal expectations and delivers coaching and mentorship through robust onboarding, 1:1, and team meetings. • Foster collaborative environment utilizing emotional intelligence and interpersonal skills. Build team cohesion, and community. Build connections and consensus. Consistently delivers on promises.• Accountable for setting individual and team goals. Drives productivity, workload balance, and resource optimization.• Champion OS upgrades, software/patch delivery via MDM systems for standardization and security.• Assess fleet health and security risks by monitoring device enrollment state and OS versioning. Follow current industry news and cybersecurity vulnerabilities. Proactively monitors for threat activity. Review daily malware reports. Plan automated and manual remediation strategies with desktop engineer and networking team.• Oversee troubleshooting, diagnosis, and repairs of hardware/software. Schedule device replacements. Prioritize critical upgrades and security threats. • Commissioned implementation of InTune for 400+ Android devices. Partnered with M365 team to pilot/implement.• Negotiated expanded InTune co-management for campus-wide enrollment of institutional PCs, improving overall asset visibility and security posture for 7,000+ endpoints.

Durham, New Hampshire, United States

Promoted to grow and supervise a dynamic team of 4 technology professionals in daily operations and drive policy development and implementation. Partnered closely with Dean’s office and ensured teams were aligned.• Managed budgets exceeding $300K annually. Identified and eliminated inefficiencies to reinvest savings toward strategic priorities. Reduced SLA (Service Level Agreements) costs, reinvested savings in strategic upgrades.• Developed SMART goals, evaluated progress, and delivered annual staff reviews. • Executed vision of organizational redesign, reduced duplication of service; tactfully added or eliminated roles.o Created Media Lab Manager position to assume oversight of department-owned computing labs.o Restructured service delivery model to cut the cost of A/V service level agreements. Assigned related duties to Media Lab Manager, resulting in $20K in annual cost savings.o Eliminated 2 positions, saving $187K annually in salary / fringe. Reclassified positions based on job duties, redistributed duties to remaining employees.• Assessed and forecasted IT needs in teaching lab spaces. Developed strategic plan for stakeholders and Dean. Collaborated with Dir. of Business Services to construct budget.• Managed MS Deployment services, imaged PCs to USNH standards and security specifications. • Proactively monitored System Center Configuration Manager (SCCM) to assess PC fleet health. Utilized SCCM for end-of-life support for software, updates, and upgrades, patching for security vulnerabilities.• Persuaded Enterprise IT to invest in Jamf Pro for University-wide Mac management.

Durham, New Hampshire, United States

Promoted to expand the IT support organization for COLA; hired and trained an Information Technologist II. • Used Microsoft Deployment, constructed Windows 7 and Windows 10 Deployment shares for PC imaging.• Created Lecturer Laptop Replacement Program and all associated policies.• Created COLA Employee Training Course. Developed course modules for self-guided software training.• Supplied first and second level hardware and software support for PC/Mac and related IT infrastructure.• Developed COLA TECHTalk, highlighting faculty technology classroom use hosted hands-on learning events

Master Of Education - Med, Online Instructional Design

Project Management Certificate

Bachelor Of Arts - Ba, Individualized Studies In Communication And Computer End-User Support