Serve as administrator and developer for current ITSM tool, CherwellCreate and manage automated workflows using webforms and ITSM toolCreating and maintaining tools to allow management to decrease how long it takes their teams to close ticketsConnected Cherwell to various platforms using APIs to create automatic workflowsLead administrator for campus-wide Zoom implementationLead Slack administratorImplemented instance of BeyondTrust for remote supportLearned and administered digital signage system for the enterprise, Four Winds Interactive, during a transition periodUse SCCM to create and deploy packagesProvide advanced support for Adobe Creative CloudServe as senior analyst for classroom podium computers, troubleshooting group policy and local computer settings to resolve issues

● Manage five full-time staff members and up to 25 student workers in their day-to-day activities being tier 1 helpdesk to faculty, staff, and students● Play an integral part in new ITS projects by participating in testing, planning, and training of new services● Work with other managers in ITS to communicate and develop processes to increase efficiency● Serve as escalation point for unhappy customers and to provide more advanced troubleshooting● Create and maintain the schedule to cover 82 hours per week● Conduct interviews and make hiring and firing decisions● Develop and implement training processes for new employees● Lead meetings to discuss relevant topics, answer questions, and define processes● Provide direction and coaching to my employees● Serve as administrator and developer for current ITSM tool, Cherwell● Create and manage automated workflows using webforms and ITSM tool● Use all available resources, including SCCM, ADUC, gPanel, etc. to solve customer issues and fulfill requests

My primary role is to manage our student IT Service Desk. It is my job to make sure that the student IT Service Desk is properly trained and provided with the needed resources to be the first line of IT support for over 25,000 current and many more past and future students.This position requires me to be familiar with IT policies, HR policies, new technologies and problem-solving.I also play the role of Team Lead on the Faculty/Staff IT Service Desk that is the first line of support for over 3000 members of the faculty and staff. We are also the 2nd line of support for the student population. It it is my job to create documentation for resolving issues, make sure my co-workers are up to date on policies and procedures, and to maintain the documentation on our Drupal website as well as the PHP coding and SQL database of our intranet site.

* Answer incoming phone calls within Standard Level Agreement (SLA) * Respond to customer care emails within SLA * Open tickets for customers regarding technical and billing questions * Provide status updates to customers and carriers * Responsible for working non technical customer care tickets * Direct all calls to appropriate departments * Provide excellent customer care service to all customers

• Assisted users (via walk-ups, online helpdesk system, and telephone support) with computer-related questions or issues.• Promoted to Senior Technical Assistant in May 2006. • Reviewed other technical assistant's responses to students and make corrections as necessary, as well as make sure they fulfill their duties on the job. • Made and carried out executive decisions in the absence of the lab manager. • Helped train the manager that replaced my hiring manager. • Created and maintained the work schedule. • Provided direct line of communication between other technical assistants and my manager.• Represented Student Computing in official university functions including: open house events for new and prospective students and their parents, orientation presentations for new students, and participation on an advisory board to discuss implementation of new technologies.