Jill Morrison Email & Phone Number

Lafayette Hill, Pa, Us

Us

Chicago, Illinois, Us

Bryn Mawr, Pa, Us

Villanova, Pa, Us

• Provide visionary leadership for developing and implementing IT strategic plan while ensuring enterprise-wide effectiveness of existing and emerging technology.• Drive strategic planning, end user satisfaction, and communications with IT roadmap• Manage and develop team members focusing personal growth and career path • Responsible for maintaining complex IT projects ensuring on times and budget compliant completion• Significant experience in cross-functional teams and business units• Manages strategic relationships with key University constituents and acts as an internal consultant, advocate and change agent• Primary IT communication liaison by managing the flow of information to Senior leadership, internal department and organization

Villanova, Pa, Us

Assists with the planning, implementing and executing strategic and operational plans for the Technology Support Services division in UNIT which includes Hardware and Support Services. Oversee the Endpoint Management Strategy for campus computingDirect responsibility for the Marketing and Communication efforts in UNIT

Villanova, Pa, Us

Work with the Director to sustain and grow programs and service.Manage administrative functions to ensure smooth and efficient operations of the organization.Support the organization's strategic alliances and partnership.Ensure performance goals are met and set.Fulfill duties delegated by director.Attend and preside over meetings.Participate in strategic planning.Represent the organization to the public, key stakeholders and business partner.Plan and implement the annual calendar of activities including fundraising initiatives, special events and the official administrative acts.

Villanova, Pa, Us

•Oversee software support services for faculty, staff and students delivered as a walk-in, web-based service, telephone service, an on-site service to faculty and staff and as an email service.•Manage and develop training agendas for the full-time staff. Administer performance reviews for staff•In conjunction with the Helpdesk Administrator, maintain statistics and analyze resolution times. Develop methods of providing efficient response to technical problems. In conjunction with the Training Coordinator, provide input regarding technical training needs for the University based on support calls.•In conjunction with the Project Analyst, provide support for the student laptop programs (undergraduate and part-time) and the Computer Purchase Program initiative. This includes: developing and improving processes as it relates to these programs, provide technical assistance to parents and students regarding the student laptop program and the Computer Purchase Program, develop policies and procedures, and work with outside vendor.•In conjunction with the Manager, Hardware Support Services, oversee the development and testing standard and custom images for faculty, staff and students. Manages image testing and development process.•Coordination with other UNIT departments with regards to support and work with departmental IT coordinators to establish lines of communication, guidelines and policies for user community. This will include system changes, downtimes, upgrades and problem resolution.•Oversee implementation of Villanova University Fall startup process which includes Residential Hall connectivity

Villanova, Pa, Us

•Manage/Supervise technical support staff’s daily activities which include providing quality technical software support via phone, deskside, remote assistance or e-mail with a high degree of customer service, technical expertise and timeliness to the Villanova Community—students, faculty, staff. •Maintain and monitor all queues in HelpDesk ticketing system. Ensure timely resolution of requests and problems. Develop and maintain a knowledge base from resolutions. Maintain statistics and analyze resolution times.•Develop methods of providing efficient response to software and hardware problems. Develop reporting and auditing methodology for entire department. Research support call reduction by monitoring on call volume, support e-mail, customer feedback. •Train team on operational procedures and troubleshooting techniques. Provide training to internal and external users of Helpdesk system.•Performs administration and customization of Helpdesk system—Incident Management, Self Service, WhiteBoards, Work Orders, Clients, Subjects and Surveyor.•Maintain liaison with departments internally and externally to keep abreast of policy and procedural changes; develop and review procedures for Help Desk operating/procedure manuals. Enhance cooperative interdepartmental and vendor relationships and communications.

Villanova, Pa, Us

User Support --Computer Support Analyst• Provide 2nd Level technical support to faculty, staff and students via phone and/or on-call to diagnose problems and provide resolutions• Research and resolve various computer issues such as viruses, network errors and operating systems problems• Lead role in the management, development, and maintenance of the computer image development process for university desktops and laptops• Assist in the development and testing of SMS and Active Directory • Assist in the development, testing, and deployment of SUS• Train staff on the implementation and expansion of the wireless network• Create and provide detailed documentation

• Provided detailed technical support by fielding questions via phone or on-site• Logged tickets and detailed problems in HelpStar 6.0 Application• Executed daily/weekly/monthly back-ups and upheld tape library• Assisted in the design and creation of networked databases• Implemented and performed hardware and software upgrades and installs• Coordinated and documented standard information procedures• Troubleshoot and resolved TCP/IP and related network problems• Assisted in phone programming maintenance (PBX