Kelsie Curtis Email & Phone Number

Norman, Ok, Us

Norman, Ok

• Responsible for developing and communicating ITSM/ITIL process improvement initiatives across the university system.• Coordinate with various university department stakeholders to roll out new IT solutions and identify opportunities for efficiencies, while minimizing business and academic impacts of major IT projects.• Foster collaborative relationships and build trust across OU departments to better understand the needs of the community.• Serve as the project manager for the transition of ITSM tools for OU IT focusing on functionality needs, process consolidation, and coordination of timelines for various user groups.• Gather and document requirements for new functions and services. • Develop and implement new objects and processes, driving continual improvement.• Perform testing, troubleshooting, and modifications to workflows, validation rules, formula fields, and other customizations for SalesForce, Cherwell, and TeamDynamix to improve customer experience.• Provide leadership, operational management, direction, and ongoing feedback as manager for a team of Services Specialists and student employees responsible for the support and delivery of IT services.• Accountable for the overall customer experience of those who contact the OU IT Service Desk.• Responsible for a team that creates and maintains university accounts throughout their lifecycle. Work with IT Security to develop consolidated policies and processes related to account passwords, use, retention and access. • Stakeholder in a new identity management solution for the University system. • Develop and maintain budgets for payroll, service center administration, and IT tools.

Norman, Ok

-Held 2 roles while position was vacant during hiring freeze-• Accountable for the overall customer experience of those who contact the OU IT Service Desk.Serve as the functional manager for a team of full-time and part-time Services Specialists and student employees responsible for the support and delivery of IT services to the OU campus community.• Responsible for the day-to-day administration of the part-time team, including hiring, staffing & scheduling, payroll, and training & development.• Develop and maintain budgets for the Customer Experience team, including payroll, service center administration, and tools.• Develop and manage strategies or service offerings that provide self-support options to end users. • Develop strategies to improve efficiency and customer satisfaction.

• Provide direct supervision and leadership for student team of 60.• Provide Indirect supervision and leadership for FTE Service Specialists. • Support the mentorship of student and full-time staff through technical and professional leadership. • Coordinate and manage the process of staffing and development, including personnel conversations or one on ones as needed, recording and distributing reports and data on delivery and progress, and ensure adherence to payroll budgets.• Oversee IT Services Team student scheduling and payroll submissions.• Review and maintain a “Personnel File” including applicable notes and content in the IT Services CRM as it pertains to personnel issues, development tracking, and other required information.• Maintain external and internal knowledgebase content as you establish and document appropriate processes and procedures for staffing and development. • Coordinate the on-boarding process for newly hired student employees, and facilitate training sessions as needed.• Evaluate student employee performance and coach to ensure consistent customer experience, including facilitation of the bi-annual review process for the student employees on the IT Services Team.• Work with leadership to facilitate interviewing and hiring of student employees.• Manage customer or employee expectations on incidents and projects.• Ensure regular developmental and disciplinary conversations are held with direct reports to set expectations and follow through with accountability to those expectations.

Oklahoma City, Oklahoma Area

• Provide support to dentistry faculty, staff and students with clinic management systems, classroom technology and personal devices used for school business. (Includes Windows and Mac OS X)• Devise and implement new processes to optimize efficiency in the department, including maintaining an inventory database of all assets to the college and processes for on boarding new staff and faculty.• Maintain video conferencing equipment in several distance education rooms and aid in the plan for upgrades and renovations. • Create and document process for the encryption of University owned devices.• Implement and maintain electronic health records system including deploying 250 Wyse thin client systems for use with Cirtix, AxiUm and MiPACS.

• Mentor and train new members to the retail staff in the Apple culture, customer service skills and store operations.• Aid in career development for all store employees wanting to further their Apple career with weekly meetings about progress and goals.• Facilitate in store training for new employees.• Assist during interview and new hire processes. Support store management in the planning and execution of new hire events for large groups.

• Apple Certified Macintosh Technician. (Includes Hardware and Software)• Apple Certified Small Device Technician. (Includes Windows and Mac OS X)• Responsibilities included troubleshooting, diagnosing and repairing Apple products. Use internal systems to document and track customer system repairs, progress and questions.• Provide software expertise to the team learned in my time as a Creative.• Maintain knowledge of current processes and monitor systems using standard tools and processes for identification of system issues. • Use customer service skills, principles and practices in the delivery of superior customer support experiences.

• Responsibilities include teaching the Mac OS X operating system, iLife,iWork and professional software to customers of varying skill levels.• Train Specialists in proper workshop practices.• Train Creative candidates in session guidelines and best practices.