Jim Rizzo Email and Phone Number

- Managing a team of two Helpdesk Support Specialists and their student employees and two Tier 3 Endpoint & Enterprise Applications Administrators. Previously managed the Academic Systems Architect/LMS Administrator.- Serve as system administrator for the ITSM solution.- Migrated ITSM solution to Team Dynamix from ServiceNow, including developing a mature service catalog and knowledge base.- Implemented Pharos Print Center and MobilePrint, allowing students to print from mobile devices and Chromebooks, as well as from macOS and Microsoft Windows.- Assisted the Director of Technology Support Services and the Assistant Vice President for Information Technology with the re-organization of the User Support/Technology Support Services team of 10 employees, including rewriting and updating position descriptions and reporting structure.- Serve as primary communications officer for the IT Department providing information on service disruptions and system outages, new services, current information security risks, and other pertinent IT happenings.- Consulting in the budgeting and decision-making process for new faculty, staff, lab, and classroom hardware and software and for the budgeting of staffing needs. Research software solutions and compare vendor offerings to minimize financial impact and maximize efficiency.- Interface with hardware vendors and resellers to set college hardware standards and streamline purchasing process.- Collaborated with library, media services, and instructional technology staff to streamline technology support. Served on the oversight committee for the formalized collaboration. Chaired committee August 2019 through August 2021.- Assist in daily workflow management for full-time Technology Support Services staff.

- Cultivated a team of approximately 70 full-time and part-time student employees, including hiring, training, and scheduling of the staff. - Fielded support requests from approximately 5,000 on-campus and remote users in-person, over the phone, and via email. Provided leadership to my team in supporting the college community. Responded to after-hours emergency requests.- Participated on the Office 365 Implementation and Migration Working Group, the Classroom Management Advisory Group, and the Web Accessibility Team.- Established a satellite help desk in the library, including the training of student employees to staff this desk.- Performed basic Active Directory user management, such as resetting passwords and enabling and disabling accounts. - Assisted with hardware and software support for college workstations, including replacing and upgrading hardware. - Served as system administrator for the print management server (Pharos Uniprint), including installation and configuration of new HP printers and Xerox MFPs. - Migrated from basic Helpdesk ticketing system (SchoolDude ITDirect) to full-featured ITSM solution (ServiceNow).- Assisted in implementing the initial change management process for the IT Department.- Provided tier 2 support for the Sakai learning management system.

- Launched a formalized support program for student technology problems, including the recruitment and hiring of additional student employees to fulfill the needs of this program.- Mentored a staff of 5 to 7 student employees charged with resolving problems on student-owned hardware.- Organized formal training session for student employees and wrote an extensive manual for those unable to attend.- Assisted in the imaging of computer labs and classrooms. - Served as a backup for the network and system administrators in the case of after-hours outages. - Created documentation and “how to” guides for common tasks performed by the college community. Developed a website to host the documentation.- Assisted with the creation of a website for the entire IT Department.- Resolved technology issues for faculty, staff, and students, including removing malware and preventing future virus outbreaks.

- Review live performances from local, regional, and national acts.- Review newly released albums.- Report music news and happenings.

Review live performances from local, regional, and national acts.

- Maintained the Writing Center computers.- Supported faculty and students with usage of computers.- Guided faculty and students with internet research.- Collaborated with faculty for classes held in the Writing Center.

Short term and long term substitute teacher for private K-8 school.

- Supported students with network connectivity issues and virus removal. - Performed general technical support for student computers.- Resolved computer issues for Residence Life staff.- Supervised a staff of about 6 other students.- Assisted in migration of Residence Life staff from Macs to Windows-based PC's.