Managed Operations Engineering, Database Administration, Technical Support Compliance, Site Reliability Engineering, and all Infrastructure Support staff. Responsible for delivery of all I/O services with the exception of Service Desk.Established Site Reliability Engineering program at Global Credit Union, focused on applying automation, monitoring, and synthetic testing practices to ensure the reliability, availability, and performance of our systems.Established Agile and DevOps practices on Operations teams, working closely with Product Development Teams and Business Unit stakeholders to develop and maintain SLAs and improve processes and performance.

Strategic and tactical leadership of University of Alaska’s statewide Office ofInformation Technology within User Services. Developed strategy and droveorganizational change, transforming processes to align with business needs.Managed large portfolio of products and services, including all user andcustomer-facing systems and processes. Partnered with executive leadershipand key stakeholders at all levels as part of multiple successfulorganization-wide service changes, and was responsible for IT businessrelationship management and communication.Managed statewide IT Operations budget, including all compensation &benefits for 40 full/part-time staff, commodity purchases, andtraining/travel, as well as vendor management. Fostered a culture ofaccountability, innovation, and positivity, while mentoring and coachingline-sta and new leaders.

Operations and technical resource for all Service Desk and Technical Support Services (Desktop Support) at UAF Office of Information Technology.Responsible for logistics, scheduling, and budget for 30+ IT employees, serving a campus of nearly 600 faculty, over 2600 staff, and 11,000 students.Managed statewide video conferencing network of over 400 endpoints, as well as statewide domain.Govern the design, transition, and operation of business procedures to perform Tier 1 and 2 incident resolution, service request fulfillment, and change implementation. Makes recommendations regarding training and equipment, IT security and forensics, and serve as a subject matter expert regarding end user computer experience, including making suggestions for strategic direction to senior management. Liases with IT and shadow IT professionals across the UA system.

Lead technical and operations resource for Statewide OIT Video Conferencing Services department.Responsible for planning, deployment, and maintenance of network of over 330 endpoints spread throughout entire state. as well as supporting and secondary infrastructure. Work closely with networking and security groups to ensure functionality and smooth connectivity.Tasked with long-term, strategic planning of office projects and direction, as well as day-to-day work, including monitoring over 100 conferences daily.

Responsible for planning, deployment, and maintenance of SMB and enterprise-level business infrastructure, including server and network hardware.Met with all levels of business stakeholders to develop training plans for deployments and upgrades with end-user impact. Delivered training plans in a number of formats, ranging from 1-on-1 meetings, to training sessions with dozens of participants.

Worked as part of a 2-person team responsible for planning, implementation, and support of a state-wide 96 endpoint video conferencing network.

Project Coordination, Resource Scheduling, Technical Advisor

Ticket Queue Management, Triage, General Technical Support