Provides or facilitates support and repair for SAIC administrative and instructional Macintosh, PC and dual-boot / multi-platform computer hardware, system software and network connectivity. Maintains relationships with outside service providers.Researches and implements best practices in group policy design, to strike a balance between addressing security concerns and providing a straightforward yet flexible end-user experience.Plans, implements and maintains AD and domain-related services such as end-user password resets, automated solutions for software and security patch deployment, maintenance of user account information.Researches and builds Visual Basic scripts for use in software deployment packages, backup procedures and mapping of network share points.Works with Assistant Director of Academic Computing Technologies to implement strict security policies on the current fleet of SAIC on-campus servers, including proprietary Windows License Servers that serve licenses beyond the campus Intranet.In coordination with Assistant Director of SAIC End-User Services, works toward providing task-based and application-specific support for student, staff and faculty end-users. Helps plan ways to support issues related to individual end-user workflow, software failures, print driver installations, color profiling, and correction. Participates in ongoing evaluation and enhancement of these services.Assists CRIT Assistant Director of Academic Computing Technologies and CRIT Technical Support Administrators in managing CRIT administrative and instructional servers. Provides support for server builds.Participates in ongoing planning of how CRIT can meet future equipment, facility and staff need as technology evolves and the computing needs of the SAIC community change. Meets regularly with support staff from CRIT and other departments to discuss projects, share technical expertise and resources, and encourage general communication and teamwork.

School of the Art Institute of ChicagoComputer Resources and Information TechnologiesSchool of the Art Institute of ChicagoProvides cross-platform diagnosis and repair of Art Institute equipment (PC & Macintosh) for staff viatelephone, remote connection and in-person visits. Builds and deploys TSS supported equipment using roll-out cases. Communicates regularly with sub-departments and both technical and non-technical personal to build effective cross-functional teams and ensure accuracy, consistency, problem solving and on-time project completion. Diagnose and report networking and systems problems. Works with CRIT and Computer Resources staff to resolve computer hardware and software related issues. Works with outside service vendors to repair and maintain SAIC computer resources. Assists with JAMF PRO/ Active Directory Group Policy administration and distribution.

Over the past five years I have worked at The School of the Art Institute of Chicago by incorporating my expertise in order to provide end users with the best of support services and ensure that they receive timely technical assistance. Most recently, at the School of the Art Institute, I negotiated with Apple to provide laptop computers to each incoming student, making sure both hardware and software specifications met the requirements for students’ work, especially in the area of graphics technology. This million-dollar project required customized system designs that were integrated into the overall IT system design for students, faculty and staff at the school.Hired, trained and supervised a twelve member team. Facilitated weekly team meetings, Scrum meetings, individual consulting and quarterly performance evaluations to motivate team members and foster a cohesive work environment. Communicated regularly with sub-departments and both technical and non-technical personal to build effective cross-functional teams and ensure accuracy, consistency, problem-solving and on-time project completion. Developed, implemented and monitored service agreements with staff, faculty, and students ensuring compliance and quick resolution of specific issues. Effectively led, trained, coached, motivated, engaged and provided feedback to the team leads and directors. Sought and maintain partnerships with businesses/organizations that will ensure constant exposure, strong professional aid, and great success.

Provided customer service through technical support by diagnosing and troubleshooting technical issues with all SAIC users dealing with both hardware and software issues. Served as the initial centralized point of contact for resolution of desktop workgroup related problems in a 4000-user environment. Provided excellent customer service. Delivered one-on one training of all consumer and professional level applications as well as navigation and use of both Windows and Mac OS X completely tailored to fit consumer needs. Administrated Print Servers, Casper JSS, Active Directory. Provisioned user accounts to Google Apps/Office 365.

Oversaw and managed computer roll-outs and information, managed current computer builds including all updates as well as data-backup and management including client network interface. Assisted with migrating NDS to Active Directory. Mac/PC/Liunx Desktop Support / ARD. Remote Desktop Specialized in the institutions framework setup with PeopleSoft and the Financial systems.Networking issues, Creating Images, Security, Data transfers, Assisted in the migration of NDS/LDAP to AD, Memory and Hardware installations.