• Responsible for all IT related training based on current and future planned systems, applications, hardware and software• Create and maintain in-house training materials specific to Harper College’s technical environment• Provide computer-related training to employees on the Harper College standard application software and use of the administrative systems including Oracle financial systems, Banner, Blackboard, SharePoint based employee and student portals, Office 365, and 25Live event scheduling.• Create and maintain process and procedure documentation for all client facing IT departments• Facilitate technology training sessions for faculty and staff including new hire orientation for internal administrative staff• Develop, coordinate and facilitate IT courses and orientation for faculty and adjunct during bi-yearly faculty orientation weeks• Develop and provide train-the-trainer sessions for internal IT training staff• Manage the day-to-day operations of the Service Desk team ensuring appropriate staffing for phone, on-line chat and walk-in center coverage while providing exceptional customer service to the campus community• Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team• Manage and maintain the internal Knowledge Base to provide IT staff members the resources necessary to resolve issues in a timely and consistent manner• Coach and mentor Service Desk analysts by providing support with professional development paths and advancement opportunities

• Maintained Hewitt’s mail routing environment consisting of internal and external mail delivery, SMTP relays, and peripheral applications• Developed and maintained e-mail virus scanning using GroupShield. Proactively address internal virus issues through resolution. Provide firm wide virus analysis and support• Developed and maintained spam-filtering environment using Tumbleweed e-mail firewall. Create policies to ensure accurate spam filtering and protection.• Conducted product evaluations and proof of concept analysis to determine appropriate requirements and product selection• Developed and maintained infrastructure monitoring and notification methods using IntelliWatch and CIM7• Provided third level support of collaboration environment including Domino infrastructure, Lotus Notes, Lotus SameTime, BlackBerry devices, secure messaging technologies, virus protection and spam control

• Provided software support and consulting for associates for the following products: Windows operating systems, Microsoft Office applications, Microsoft Project, Lotus SmartSuite conversions and integrations, Lotus Domino Server and Notes client, Same Time, WordPerfect, and Corel Gallery • Designed and facilitated training sessions customized to Hewitt’s environment relating to virus education and prevention, technology orientation for new hires, and printing workshops• Collaborated with third level support associates to determine appropriate problem resolution• Developed customized reference materials for Hewitt’s environment• Participated in the design and facilitation for customized courseware training of Microsoft Office courses for internal associates

• Conducted computer software training sessions for Windows applications including Windows operating systems, Microsoft Office applications, Lotus SmartSuite applications, and Lotus Notes• Developed customized courseware and training modules for clients• Performed on-site support for clients; including custom tutorials, training sessions, and help desk functions• Trained, mentored and certified new instructors