Manager for 3 FTE direct reports and 20 student employees providing in-person and remote technology support appointments for the university.

Direct supervision of a team of 40-50 tier 1 IT support student technicians. Responsibilities included merging helpdesk support and computer lab attendant teams, including unifying policies and procedures. Defining and documenting expectations and processes to a broad audience including team members, cross-departmental staff, and user facing groups using the Jira Ticketing System, a Confluence knowledge-base, Google Suite, and other enterprise solutions. Led and managed project teams including a project to automate our onboarding process using the OnBase Content-Management System. Worked with the Field Technology Service Team to navigate communication challenges between our student technicians by listening and cooperatively establishing protocols for more effective communication and relationship building between teams. Provided backup support coordinating schedules for computer classroom access with various departments around the university. Provided escalated support for issues with high challenge or complexity. Built 360 degree performance evaluations for student employees. Built a new rotation staffing model which reduced the costs associated with finding daily coverage by 97% and effectively increased the service levels we provided to campus partners while saving them tens of thousands of dollars. Managed $0.5M budget. Negotiated product improvements with scheduling software vendor Zoomshift.

IS Support using Oracle SQL for Banner ERP, DataMaster BI data warehouse, Talisma CRM, and OnBase CMS. Regular duties also included role based account administration, GPG Data Encrytion, and standard IT support projects using Asana PMS and Request Tracker.

Coordinated the University’s team of 20 tier 2 student technicians responsible for providing remote and field support to over 7200 computers, 6500 staff, and 29,000 students. Selected for advanced responsibilities and contributions to reorganize the Desktop Support Team to include a system of mentorship and team development. Managed the Desktop Replacement Program to upgrade over 400 of the 1004 computers serviced in 2013. Designed the team’s first quantitative metrics for employee evaluations with 360 degree feedback. Generated schedules, policies, and Desire2Learn e-learning training materials. Conducted interviews and on-boarded new hires. Maintained and verified data removal from the data backup server. Administered user accounts for Micros Opera and EMS.

Responsible for planning schedules for 4 student workers, vetting new hardware requests, updating the MS Access asset database, and overseeing a successful merger between the Desktop Replacement Team and the Desktop Support Team including unifying policies and procedures.

Tier 2 tech support including in person and remote support diagnosing, repairing, running data backup and recovery, configuring dual boot and virtual environments, basic networking, installing printers through GPO, removing malware, issuing RMA's, installing and configuring a wide range of software and imaging computers using enterprise tools such as SCCM, Deploy Studio, Active Directory, and Request Tracker.

Imaged and configured new computers to replace old computers throughout the university using SCCM, Active Directory, Deploy Studio, and Request Tracker.

Tier 2 support of over 16,000 end user workstations at 116 different locations. Helped saveschools thousands of dollars by redesigning the standard layout of WAPs. Led smallteams on summer projects to migrate the district to Active Directory and reallocateequipment from closing to expanding sites resulting in frequently early project completion.