Martin Sean Riedel Email & Phone Number

* Oversee all technology operations, including maintaining and supporting systems and supervising all technical team members.* Lead continuous improvement strategies for the IT services infrastructure, including remote management and ticketing tools, automation and documentation systems, and cybersecurity solutions.* Create plans for new service delivery and drive their implementation.* Develop, manage, and track technology and personnel budgets.* Collaborate with departments and senior leadership to ensure initiatives align with the company’s strategic direction.* Identify and track KPIs measuring success and quality of service, making proactive course corrections when necessary.* Instill a comprehensive customer-centered approach to service delivery.* Establish procedures and policies to standardize processes and enforce best practices.* Serve as the primary administrator of key service-delivery systems, ensuring adherence to security standards.* Actively engage in providing client support and delivering implementation services.* Mentor, guide, and train team members.

* Lead the implementation of patch management, automated deployment, and security policy administration tools to enhance standardization and visibility of compliance across nearly 5,500 endpoints and 200 tenants.* Adapt a hands-on User Services team into a highly effective cross-trained remote support organization for remote instruction in response to COVID-19, employing a robust set of standard tools to provide a consistent and reliable end-user experience.* Identify network resource and infrastructure reductions to provide more than $750K in institutional budget relief.* Develop a comprehensive multi-year information technology plan focusing on service alignment, technology and data governance, and infrastructure scaling.* Establish standards and processes to ensure compliance with development, support, network infrastructure, and security policies to meet external audit requirements. * Build an integrated team of business analysts, project managers, developers, and network operations engineers with the depth and breadth to meet unique customer digital business requirements throughout the engagement and conversion process. This visibility led to opportunities to work with international brands in diverse verticals.* Oversee comprehensive ERP and CRM implementation efforts, including external system integrations, focused on maintaining authoritative system data flow and protecting information according to the principle of least privilege. * Co-lead the successful consolidation of a centralized service-oriented communications office focused on delivering cutting-edge outreach efforts through innovative technology.

Lake Forest, Il

* Cross-train the User Services team to become a responsive remote support organization with strict response time and issue resolution expectations during the COVID-19 outbreak.* Deploy new technology to offer distance learning and migrate essential instructional services to cloud solutions to meet all constituents’ instructional needs regardless of location.* Oversee all aspects of information technology, including help desk and user support, development services, systems and networks, and instructional technology.* Establish a new User Services group to create a central cross-trained and transparent user support resource for all technical support needs throughout the institution.* Refocus academic technology efforts on innovation and alignment with college teaching and learning goals, including meaningful upgrades to the learning management system. * Create a multi-year technology plan to align services with college needs and establish data access and technology integration standards.* Develop the annual operational and forecasted budgets for institutional technology needs identified in the technology plan.* Create an information technology staffing plan to meet current and future needs within budget constraints.* Establish a governance policy for technology selection and implementation to streamline internal operations.* Manage the development and execution of technology projects, policies, and standards in alignment with industry best practices and compliance requirements.* Ensure the information technology data security, risk management, disaster recovery, and business continuity planning processes are defined and regularly reviewed.

Greater Seattle Area

* Oversee Development Services, Project Management, Technical Support, Network Operations, Training, and Documentation teams and streamline processes to ensure quality service delivery.* Work with departmental managers to establish work practices aligned with industry standards for each area to improve efficiency and service quality.* Drive the consolidation of disparate data systems into a centralized CRM to serve as the singular authoritative source of information.* Lead a cross-functional team in developing a Customer Experience Portal to provide a unified data platform for customer engagement, including measurable metrics and service performance.* Empower and mentor team members to seek methods for continuous improvement in all areas.* Engage as a strategic resource to ensure customer proposals and implemented solutions leverage the optimal combination of our services and platform capabilities.* Enhance security and policy auditing to meet evolving compliance requirements.* Oversee the implementation of SaaS environment infrastructure improvements to ensure optimal performance and service quality.

Greater Seattle Area

* Manage the Support, Network Operations, Training, and Account Management teams and develop a seamless service model to meet customer needs throughout the relationship lifecycle.* Engage as a strategic partner with customers to define the business requirements for developing optimal solutions to meet their goals.* Define and manage complex customer projects, including integrations with proprietary ERP systems and platforms.* Negotiate with vendors to create and execute an enterprise-level private cloud SaaS infrastructure migration plan that provides scalability, streamlines maintenance, and improves feature offerings at a lower cost than the previous provider. * Update the company’s subscription-based professional services program to focus on customer success, including introducing dedicated remote developer resourcing.* Restructure the 24/7/365 technical support issue resolution model to improve Service Level Agreement performance while reducing the overall open issue caseload. * Serve on the Executive Team to enhance customer retention and meet company growth goals through service strategy and product definition.* Create and maintain company process and policy documents aligned with audit and compliance requirements, including disaster recovery and business continuity plans.* Manage overall customer engagement and mentor staff on effective communication to develop deep and lasting customer relationships. * Approve payment of infrastructure budget expenditures and manage customer invoicing.

Galesburg, Il

* Co-lead a unified communications office consolidating innovative technical development and communication efforts to support and enhance all college outreach efforts.* Develop and manage a comprehensive departmental operating budget, including personnel expenditures and professional development.* Serve on the senior administrative team, responsible for establishing strategies to increase market penetration, student retention, and donor loyalty.* Direct technical development and marketing team members in executing projects with streamlined timetables and shifting requirements to meet strategic goals.* Oversee external and internal college outreach efforts, including web and social media, publications, and media relations employing traditional and new media.* Engage in content and application development and maintenance to achieve established goals and priorities.* Manage large-scale project budgets, coordinating stakeholders and vendors to ensure on-time project delivery without cost overruns.* Research emerging technologies and trends to enhance the profile of the college in outreach strategies and to streamline operations.* Author and maintain official college policies, including crisis communications and audit reports.

Galesburg, Il

* Establish a Web & New Media Services unit for the college and manage the corresponding marketing content and application development staff and budget.* Manage Web and New Media deployments, including Content Management Systems, custom application development, ancillary websites, social media, and content strategies.* Establish departmental standards, strategic direction, and priorities aligned with college goals.* Evaluate hardware and software vendor offerings to ensure cost-effective implementations.* Engage in content and application development and maintenance to achieve established goals and priorities.* Act as a senior project manager, coordinating internal and external resources and ensuring timely project deliverables without cost overruns. * Cultivate interdepartmental resource pools by coordinating key stakeholders with competing priorities and disparate constituencies to meet college priorities.* Review statistical and SEO data to measure success and guide adjustments to outreach efforts.* Research emerging technologies to provide solutions for known problems, streamline operations, and improve the presentation of the college and its educational program.

* Research emerging technologies, evaluate the value versus cost, and recommend implementations most advantageous to the college.* Manage, prioritize, and secure financial commitments for major projects, infrastructure improvements, and upgrades.* Oversee institutional software licensing and infrastructure hardware budgeting processes.* Establish a pilot program for a campus-wide learning management system.* Manage relationships with vendors for software licenses and contracts, hardware installations and upgrades, and service integrations.* Coordinate planning and implementation of service offerings with stakeholders to ensure the entire information technology infrastructure continues to meet the needs of the college.* Consult with faculty and student organizations to implement appropriate technology solutions supporting the academic mission and student life engagement.* Provide technical expertise and mentoring to other information technology staff in solving complex problems.* Manage and maintain mission-critical services, including email, network applications and storage, disaster recovery, and web, printer, news, and directory services.* Monitor system performance and review statistical information to determine when upgrades and alternative technology solutions are needed.* Author and maintain information technology policies and the extensive documentation library for supported applications and services.

* Work with faculty to integrate appropriate technology into curricula and research.* Develop and deliver training for supported applications and resources.* Author and maintain information technology policies and the extensive documentation library relating to supported applications and services.* Maintain departmental website offering support information for end-users.* Maintain and develop secure machine configurations for more than 100 public lab machines.* Serve as a primary technical resource for troubleshooting user problems, advising solutions to resolve the respective difficulties.* Hire, manage, and train approximately 60 lab assistants for public computer labs.

Bachelor, Music Education

Master Of Science, Instructional Technology & Telecommunications