Morgan Blue Email and Phone Number

• Fully implement or configure new customers using backend software systems• Manage simultaneous projects for new or existing clients, while providing updates to key stakeholders, as well as various teams• Responsible for monitoring and responding to open tickets submitted through an incident management system• Prioritize and handle services requests, as well as incidents• Establishing the root causes of application errors, and escalating concerns as necessary• De-escalate situations involving dissatisfied customers, offering assistance and support• Documenting processes and monitoring application performance metrics

• Provided client support on system operation and troubleshooting. • Performed system analysis, documentation, testing, implementation, and user support for platform transitions. • Resolved or escalated problem tickets to resolve user issues. • Prepare detailed documentation, instructing how to reproduce software flaw, and escalate to Development team for resolution.

• Coaching and developing teams of support analysts (Level 1 and Level 2) that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding teams to deliver outstanding resolution experiences• Translated technical concepts and information into terms parties could easily comprehend.• Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.• Coordinated deployments of new software, feature updates and fixes

• Coaching and developing teams of support analysts (Level 1 and Level 2) that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding teams to deliver outstanding resolution experiences• Translated technical concepts and information into terms parties could easily comprehend.• Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.• Coordinated deployments of new software, feature updates and fixes

• Provided client support on system operation and troubleshooting. • Performed system analysis, documentation, testing, implementation, and user support for platform transitions. • Resolved or escalated problem tickets to resolve user issues. • Prepare detailed documentation, instructing how to reproduce software flaw, and escalate to Development team for resolution.

• Provide analysis of business processes/software and technical support as a functional expert for the University. • Work with business users to evaluate software solutions to meet business needs and campus initiatives. • Provide ongoing support of business related software including Univeristy ERP and other 3rd Party software applications. • Provide project management, process analysis, and workflow direction to campus users of software. Provide coordination, setup, support, and training for users within the University working closely with ITS to manage releases, testing, and new functionality.• Work closely with other University Communities and ITS to collaborate and promote best practices on all business technology tasks.

• Lead decision maker regarding technical policy and design issues.• Led the evaluation and implementation of web-based software for helpdesk, maintenance, and scheduling systems (SchoolDude), and reporting from ERP system.• Institutional Research• Oversee development, design, and implementation of new applications and changes to existing computer systems and software packages• Serve as primary contact with outside IT vendors • Train staff, administration, and faculty on College software• Trouble-shoot user problems with user hardware and software.• Board member for KanREN (Kansas Research and Education Network)• Member of the Technology Committee, Student Success Initiative, and AQIP (accreditation) Committee

• Management of all aspects of student registration• Online applications, enrollment, transcript evaluation, residency status, assist with athletic eligibility• Accountable for data collection/analysis and preparation of State and Federal reports for decision making• Manage operational activities of graduation and degree audit processes• FERPA Compliance Officer• Supervision of support staff• Institutional Research• Assist IT Department with Administrative software (Jenzabar PX, POISE) and Blackboard

• Blackboard Administrator• Complete various State and Federal reports (IPEDS, KSPSD, NSLC, Kansas Study, NCCBP)• Carl Perkins Grant Coordinator• Assist IT department with Administrative software (Jenzabar PX, POISE)• Member of the Technology and Assessment Committees