- Provided leadership for short- and long-range planning for all agency technology initiatives- Participated in the Operational Leadership Team- Ensured IT system operation adhered to applicable laws and regulations- Acted as an advocate for the organization’s IT vision via regular written and in-person communications with the organization’s executives, department heads, and end users- Managed the company-wide inventory of technology assets and determined the resources needed to plan and implement technology projects- Managed department projects and initiatives including objectives, activities, and resources to meet internal customer expectations- Identified security vulnerabilities and eliminated them with strategic solutions- Developed and managed the annual budget and oversaw all IT-related expenditures- Consulted senior-level stakeholders across the entire organization to identify business and technology needs and to optimize the use of information technology- Managed the corporate help desk to assist technology users in resolving problems associated with day-to-day business activities- Routinely audited systems, procedures, and practices to ensure compliance with procedures, regulations, and standards to meet user needs- Provided advisory support for all agency management software applications- Drove the development and ongoing management of the company’s internet-based client-facing platforms- Coordinated and distributed information on agency relationships, industry trends, research, applications, and effective practices related to the use of technology in the insurance business- Promoted and oversaw strategic relationships between internal IT resources and external vendors and partner organizations

- Established the vision, strategy, and team development that resulted in the effective delivery of all internally managed systems, cloud-based infrastructure, and 3rd party services used across Altia.- Led the development of collaborative relationships between functional teams in order to drive our infrastructure transformation agenda and corporate strategy.- Established operations for the company's introduction of cloud delivery of software under a SaaS model.- Engaged in the establishment of core operational and business metrics.- Planned, managed, and executed projects and tasks to achieve corporate objectives. Kept stakeholders informed of project status and changes in work schedule and/or workload.- Managed the integration of office information systems as appropriate, including but not limited to: Salesforce, Clarizen, JIRA, Confluence, ZenDesk.- Designed and built operational workflows that streamlined and automated sales and financial processes.- Managed the development and implementation of technical solutions for the enterprise.- Initiated and led projects to optimize the use of information technology throughout the business. Planned and managed IT expenses (operating and capital) within the approved IT budget. Streamlined and optimized the IT Procurement, onboarding, and offboarding processes.- Worked with all departments to align IT applications and systems to effectively support the business and clients.- Led the IT Steering Committee. Aligned IT and business objectives through the development of, and adherence to, the annual IT roadmap.- Regularly researched, recommended, and implemented improvements related to the business function.

- Oversaw strategic IT planning and key decision-making to optimize enterprise systems for clients and aligned IT systems with business priorities.- Architected cloud migration strategies based on business process and requirements. Educated clients on cloud-based offerings and the path from on-prem to IaaS, PaaS, and SaaS.- Developed and designed processes and tool stack for the centralized services unit, including scalable solutions.- Managed 1 full-time technical resource and provided technical mentorship for an additional 5 FTE. Administered DATTO RMM, Autotask PSA, Webroot, ITGlue, and internal use of Microsoft 365.- Directed and managed technical escalations for various client services, led escalated administration for all clients' Microsoft 365 tenants, and provided project level administration/architecting for the deployment of various technologies.- Drove project and change management for the deployment of Microsoft 365 technologies, including MFA and Conditional Access policies, SharePoint, and Teams training and adoption.- Modernized system imaging through migrating current methods to Intune.- Administered Infrastructure Support for Azure and managed client accounts to ensure alignment with technology roadmaps.- Oversaw and provided a technical escalation point for client projects such as Teams and Fortivoice telephony.

- Developed and Managed Office 365 lifecycles for existing implementations- Established, maintained and revised the UCCS Office 365 roadmap based on new feature releases, campus need and strategic initiatives - Participated in technical and process requirements gathering, service improvement and planning workshops to create timelines and determine solutions - Fostered and built Office 365 “Champion” programs for clients to allow users within the organization to assist with migrations or deployment of new applications; tasks for Champions include helping with communication, messaging, and discovering new uses for Office 365- Actively engaged with a worldwide cohort of Universities to grow user adoption of the Office 365 platform across the campus- Campaigned for the adoption of currently owned OIT technologies; enabling the campus community to do more with the tools available- Sole service owner of Enterprise level Adobe products including Creative Cloud, Adobe Sign and Acrobat Pro- Provided Tier 2 and 3 support for Microsoft and Adobe enterprise applications, identity and collaboration tools/services such as SharePoint, OneDrive, Teams, Planner, Forms, PowerApps, Azure Active Directory, Adobe CC, etc. - Independently monitored assigned work queues, routed tickets to appropriate teams and worked to resolution/completion Incidents, Problems and Service Requests- Utilized various project management tools to ensure personal and team deliverables were completed on time- Crafted and executed detailed Change Requests as required to support clients- Developed support scripts and procedures for use by the Service Desk and automation tools for the purpose of standardizing service delivery- Created and Distributed PowerShell scripts for use by the Office365 support team- Performed file migrations from source to SharePoint/OneDrive- Provided Tier 2 and 3 support for Exchange Online and Office365 Security and Compliance

- Managed and regulated Active Directory objects, Azure Active Directory identities and Group Policy for a domain of 40,000+ user objects- Piloted, tested and released new security initiatives utilizing our Office 365 and Azure offerings including Conditional Access, Azure Multi Factor Authentication and Self Service Password Reset - Installed, configured, monitored, and maintained Windows operating systems and applications utilizing SCCM, MDT and WDS- Developed, tested and deployed Mac OS packages and full OF utilizing Deployment Studio, JAMF, VPP and DEP - Provided second level troubleshooting of the MSSQL databases and cluster Developed, distributed and maintained PowerShell scripts for the management of AD, AAD, Exchange, Office365 and local machines- Provided and maintained documentation in support of the server environment- Responded to and resolved work orders/tickets in a timely manner- Provided on-call support during evenings and weekends on a rotating basis- Coordinated server and application changes with peers and other teams

- Researched, integrated and deployed a Knowledge Centered Support solution for the Help Desk- Worked with Service Owners to develop knowledge base articles and how-to's in support of user empowerment and Tier 0 - Managed high-volume, fast-paced work queues requiring multitasking and constant communication- Managed relationships with stakeholders internally and outside of the Office of Information Technology, including external consultants and peers at other institutions- Collaborated with the team to establish and run testing, change management, and communication guidelines for ITSM and ITIL initiatives and related technologies- Participated in the planning, development and execution of the major incident plan in effort to maintain service levels of high priority services - Oversaw project plans and schedules, managed projects, and reported regularly on project status- Participated in and documented business systems analysis for integrations between Service Management technologies, e.g., Cherwell, Confluence, Office365- Partnered in a team culture that champions innovation, collaboration, openness, and proactively meeting customer needs- Developed a student employee supervision structure to promote leadership development an increase productivity through delegation

- Skillfully handled difficult situations and customers to ensure the technology enablement of students, staff, and faculty- Trained, supervised, schedules and advocated for 10-12 part-time OIT student employees- Established baseline metrics in accordance with industry standards- Integrated various metric reporting tools for real-time, daily, weekly and monthly reporting- Provided advanced troubleshooting skills to provide a first line of defense to investigate and fix problems for systems in the Office of Information Technology- Communicated with service level subject matter experts to obtain resolution information after providing an initial assessment and ticket escalation- Acted as the primary technical interface for campus concerning communication of planned/ emergency maintenance for on-prem and hosted services - Ensured proper security practices are in accordance with established IT policies and procedures- Conducted quality customer follow-up on open Incidents and Service Requests

- Provided support for desktop computers, network resources, phones, mobile devices and specialty equipment used in food services - Provided training on new systems or features in order to increase adoption and efficiency- Ran, patched and documented network cables throughout the multi-level building- Performed daily, weekly and monthly tape backups of POS system records and Exchange servers- Orchestrated the configuration and installation of 64 ADTRAN routers for PCI compliance- Diagnosed and resolved problems in response to end user reported incidents- Installed new hardware and software and maintains exiting components- Evaluated products for compatibility, expandability, and ease of use and support