• Support ITS’s Incident, Change, Problem, Knowledge and Request processes through one-on-one assistance and small group training classes• Collect and document business requirements from project meetings for ServiceNow developers• Troubleshoot, diagnose and resolve ServiceNow technical issues experienced by ITS Staff• Fulfill ServiceNow administrator requests including access management, on-call schedules, and record updates• Prepare implementation plans, and conduct QA tests for ServiceNow scheduled changes and platform upgrades

• Managed nine member team, which included creation of daily staff work schedules, on-going coaching and training, handling of escalated issues, completion of performance reviews, and hiring of permanent and temporary staff members • Collaborated with Z. Smith Reynolds Library staff to provide student employee staffing and training, and support for technology services at “The Bridge”• Built relations with campus departmental IT support staff through information sharing and problem solving• Led initiative to set incident management standards for the department; identified and implemented on-going improvements to the incident management process and ITSM tool• Collaborated with problem manager to build awareness of the process within the department; provided on-going analysis of trends and reoccurring incidents which resulted in problem investigations. • Provided customer perspective as a member of Information Systems project teams, including deployment of Google Apps for Education and Cisco WebEx• Created and updated alerts, and technical and instructional documentation on department’s website

• Managed nine member team, which included creation of daily staff work schedules, on-going coaching and training, handling of escalated issues, completion of performance reviews, and hiring of permanent and temporary staff members • Collaborated with Z. Smith Reynolds Library staff to provide student employee staffing and training, and support for technology services at “The Bridge”• Built relations with campus departmental IT support staff through information sharing and problem solving• Led initiative to set incident management standards for the department; identified and implemented on-going improvements to the incident management process and ITSM tool• Collaborated with problem manager to build awareness of the process within the department; provided on-going analysis of trends and reoccurring incidents which resulted in problem investigations. • Provided customer perspective as a member of Information Systems project teams, including deployment of Google Apps for Education and Cisco WebEx• Created and updated alerts, and technical and instructional documentation on department’s website

• Provided technical support to faculty, staff and students by phone, e-mail and in-person• Provided specialized technical support and documentation to faculty and students at four overseas locations• Identified problems impacting large groups of customers and developed solutions with technical experts• Successfully managed development of a process for documentation, testing and distribution of revised laptop software loads• Served as a team lead for Service Desk staff and backup for Service Desk manager

• Provided technical support to faculty, staff and students by phone, e-mail and in-person• Coached and trained newer staff members on processes and procedures• Managed and trained a team of eight to twelve student employees• Collaborated with systems and network personnel to understand and resolve problems

• Provided technical support to faculty, staff and students by phone, e-mail and in-person• Managed and trained a team of eight to twelve student employees• Collaborated with systems and network personnel to understand and resolve problems