Experienced Technology Services Manager with a proven ability to lead IT operations and technical projects in higher education. Skilled in managing tier I, II and III support operations for a team of 8 full-time employees and 12 student staff, ensuring efficient ticket resolution and service recovery. Expertise in endpoint management using JAMF and Microsoft Endpoint Manager (MEM) across Mac and PC environments. Strong project management experience, successfully implementing key initiatives like MFA security, network access control, OS upgrades, and cloud migrations. Proficient in supervising purchasing, vendor management, and optimizing asset management processes. Adept at collaborating with IT, administration, and academic teams to align technology solutions with institutional goals.

As the Manager of Digital Learning Centers (formerly "Computer Labs"), I advocated for student success by ensuring they had access to UMass Lowell’s technology tools. I was responsible for executing the IT department's vision of a flexible, open, and robust environment that enabled students to achieve their academic goals.Key responsibilities included:Developed and deployed standardized Windows and Mac images across multiple labs.Deployed over 200 new systems, refreshing labs with PC, Mac, and VDI setups.Deployed over 300 vLabs terminals to provide virtual desktop access to students and staff.Managed a team of three technicians, overseeing daily operations and providing support.

I provide Information Technology support for faculty and staff at UMass Lowell in historic Lowell Massachusetts. I work with all University hardware and software including Dell KACE the school’s device management solution. I develop and maintain standard desktop and laptop images, manage the software repository and ensure endpoints are patched in accordance with UML security policy. As part of the Platforms team I work with end-users in a desk-side and remote capacity focused on delivering exceptional customer service. I have expertise with the latest Mac and Windows Operating Systems as well as VMware solutions.

I enjoyed teaching Management Information Systems (MIS) and Business Information Systems at the Manning School of Business at UMass Lowell. I taught two sections in both the fall and spring semesters, covering MIS topics, current technologies, Customer Relationship Management (CRM), information security, and management best practices. My goal was to engage students by incorporating real-world cases and articles, exploring a wide range of subjects from ERP systems to WiFi.

At the Manning School of Business I served as the point of contact for all technical issues. Along with supporting and troubleshooting for Faculty, Staff and Students I managed three computer labs. Later I converted them to VDI in conjunction with the UML vlabs project. I implemented a course evaluation system including reporting and metrics. I enjoyed supporting all technology for the Dean's Office as well as Accounting, OIS, Finance and Marketing.

I was responsible for hardware and software support for MassArt faculty, staff and students. Including technical support and troubleshooting, Dell and Apple computers, Microsoft Office suites, and the College ERP system. In addition I staffed and managed the IT Helpdesk and media services check-out counter. Experience included print management, computer deployments, imaging and configuration of Numara Footprints ticketing system.

I provided basic technical support to students, faculty, and staff on campus by answering questions, troubleshooting common hardware and software issues, resetting passwords, and assisting with network access. I acted as the first point of contact for all technology needs.