Serve as advisor to the AVP, Client Services & Support and as a highly visible member of the BU community, known as a resource for executive leadership, faculty, staff, students and other members of the administration. Assigned to assess and resolve high profile problems, ensuring adoption of best practices and new workflows. Extensive experience with strategic initiatives, communication management, space planning and resource allocation projects to best support service operations (participated in planning and design of new IT Help Center bldg) and teaching & learning (participate in high profile annual classroom refresh construction projects).Key member of the IT Help Center leadership team accountable for strategic initiatives, communication plans, operational oversight, process and service improvement, technology transition guidance, operations, talent development, onboarding, training and staff management and facilities management.Lead the IS&T Professional Development Series pilot including program management, curriculum design and delivery as well as facilitation and coaching of the exclusive professional development learning cohort. Assisted with change management and post-implementation support of ERP solution (SAP) For HCM and Financial during BU's largest technology implementation.Provide IT Help Center with organizational development planning, coaching /mentoring services and assistance with recruiting and staff support throughout the employment life cycle. Extensive public speaking, outreach, workshop facilitation and training experience. Frequent presenter at educational and AV industry conferences.Member: AVIXA, CCUMC

Promoted to new management position to assist with problem resolution in areas of trouble for IT Help Center, focus on organizational issues and staff improvement/development.Worked closely with Human Resources (HRIS) and Enrollment Services as data trustees on collaborative projects in the areas of on-boarding, account support, review, and enhancements.Provided high level problem resolution in other areas at the request of IT Help Center Director, serving as leader of an elite team brought in when serious organizational and service issues arose. Found solutions by assessing needs and providing customized training programs. Assisted in successfully turning around trouble organizational areas for the administration and academic units in terms of client services support and classroom technology services support, the latter leading to new role as Assistant Director. Accountable for turning around SAP post-project support, and transition of initial client contact back to the HR, Finance and Payroll business units (guiding them through the transition and coordinating training for use of a shared ticketing tool, Service Now.)Worked to resolve client services issues in areas of change/transition, training and reorganization. Provided coordination and review of workflows, staff resource load balancing, organizational structure and identified gaps in resources and attention. Maintained oversight of service desk staff for account and training related issues. Enterprise-wide technology training programIdentity & Access ManagementOn-boardingSpecial Project ResolutionResNet Move-in Management including multi-day training eventOrientation presentations for ~650 parents at each sessionDaily operations and logistics

Promoted to be key member of IT Help Center management team tasked with launching new service desk and building staff with new hired and reallocation of existing staff from other teams. Focus on culture and skills assessments, new employee integration, skill gap assessment, on-boarding (training) and staff improvement/development. Responsible for internal communication and documentation planning, website development, content development.Continued coordination and oversight of enterprise wide technical training program through my time as Service Desk Manager and into my subsequent role, then serving as a mentor to appointed IS&T Manager, Training. Involved in vendor relations and coordination of support for eLearning solution and LMS support.Led implementation of a dual location, client focused Service Desk that resolves or escalates roughly 9,000 tickets per week (telephone, walk-in and e-mail) accurately and quickly for the 40,000 members of the BU community. Provided clear change management support, training and established organizational development processes to grow the group through the transition of a major department restructuring. Created workflows, policies and procedures initially and as existing support lines entered our service domain.

(History of promotions from Analyst/Consultant II, III and Senior)Training/Staff Development - Responsible for oversight of a popular enterprise wide technical training program including determining need, writing curriculum and serving as instructor for various software applications. Coordinated scheduling, online registration and follow up surveys to gather metrics. Served as vendor liaison to Element K, a self-paced training solution, helping to bring this company to Boston University to provide web-based training to all faculty and staff.Client service management including one-on-one & group consulting and daily management of service desk operations. Served as manager and mentor to a student staff of up to 100. Project Lead for annual ResNet program responsible for assisting all residential students with their technology needs as ~12,000 move back to campus across five days.

Responsible for college wide faculty & staff training/development program. Provided project management support for all technology projects and transitions. Developed procedures related to operations, networking, maintenance and upgrades.