Judith J. Email and Phone Number

 Revamp and support Intranet site Implement and enforce new IT Solutions Center policies and procedures Implement equipment inventory system Recommend equipment purchases Lead classroom, lab, and conference room renovation projects Manage staff, graduate assistants, and student workers Develop a service level agreement that meets or exceeds client expectations Create training workshops Collaborate with Division of Information Technology (DIT) and Facilities on special projects

Client Support* Collaborate with others in IT to understand and support new and existing implementations of hardware, software, and services* Develop, implement, and assess a “building precinct” team model of support which involves close collaboration with clients* Manage expectations and outcomes between clients and IT consultants* Ensure that the services delivered to the client meet or exceed established levels* Participate in project management meetings as the subject matter expert for faculty and staff supportTeam Supervision* Manage and direct Consultants and Technicians making sure they are providing optimal support in their precinct* Supervise and manage the IT Help Desk, including oversight of work schedules, performance reviews, and professional development opportunities* Provide technical and professional enrichment and development to team members* Create and report performance benchmarks, milestones, and challenges to the technology engagement team and IT* Participate in meetings with other senior IT managersPurchase Management* Purchase needed equipment for annual deployments/replacements* Advise and recommend equipment and software licensing purchases for the community

Help DeskAssist faculty, staff and students for all online learning activities at the School of Public Health.Provide one-on-one support to faculty, students, and staff via email, phone, or face-to-face consultations for technical problems or issues they may have with the eLearning systems developed by the Center for Teaching and Learning (CTL).Manage the user support workflow for eLearning systems developed by the CTL.Participate in the planning and delivery of online and face-to-face training for the eLearning systems developed by the CTL.Coordinate with the School's Information Systems and Multimedia groups as needed to ensure that faculty, student, and staff issues with the various systems which interact with CTL systems are effectively addressed through existing documentation.Record and maintain statistical data on all emails sent to the Help Desk. Provide a report on status of the Help Desk ever term.Technical WritingParticipate in project teams that develop new eLearning applications for the School in order to create support and documentation materials for those new applications using programs like RoboHelp, Captivate and Dreamweaver.Conduct evaluations of existing support and documentation materials and make improvements to the materials and the systems through which those materials are delivered as appropriate.Develop and deliver support and documentation materials (Web-based, print) for all online learning activities under the auspices of the CTL. This includes systems guides, demonstration movies, and content in searchable databases.Software TestingTest the tools developed by the CTL on various operating system platforms and browsers.Use development and testing tools such as Selenium and Firebug to perform repetitive and routine tests and check for problems with browsers.Open and update tickets to log problems found while testing.

TechnicalSet up images, troubleshoot, and repair PC and Apple computers and software.Use remote programs such as Remote Desktop, SMS and Desktop Authority to troubleshoot computers.Administer Website for Information Technology department. Add/update information using HTML and Ingeniux CMS system.Assisted in the call logging conversion from HEAT to Web Help Desk.Primary technical resource for Microsoft Office products. Research procedures and assist with installing and updating Microsoft Office products, including campus-wide deployments of new versions such as Office 2007 and 2008. As a certified Microsoft Office Master Instructor, this position keeps up with current technologies and training via technical research and training. ManagerialDirectly supervises Help Desk Analyst and carries out supervisory responsibilities in accordance with the organization's policies. Planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Measure and report on Help Desk performance periodically ensuring all service level agreements are met. Trains Help Desk staff to answer and resolve incoming calls. Assists team in resolution of issues submitted to the Help Desk. Manages the operation of the Student Worker Program. The Help Desk Supervisor facilitates periodic meetings to review the progress of the program and brainstorm ideas on new projects, trainings, incentives and regulations. Provide guidance to all student workers to improve technical and customer service skills. Along with supervising two or more student workers, the Help Desk Supervisor oversees student worker attendance and timesheets.Help DeskAnswer the Help Desk phone, respond to incoming Help Desk emails, and assist walk-in customers with technical problems, issues, and requests.Organize technology orientation sessions for incoming freshmen.Organize and host Help Desk/Customer Service related workshops.

Trained clients in Microsoft Office Suite, computer networking and troubleshooting for the Nonprofit Computer Academy (NCA).Organized computer equipment purchases, inventory and Internet service for 60 participants.Managed Help Desk providing assistance to participants with computer, software and Internet problems.Maintained two training computer labs.Wrote technology plans and proposals for agency clients.Wrote and updated training material for NCA classes, E-Community Connect training sessions and agency clients.Managed 10 consultants providing system administration assistance to over 100 community based organizations.Provided onsite assistance to staff through the Computer Operations department.Provided technical assessments and assistance to Department of Health agencies.