• Promoted to Assistant Director of Computer Repair and Assistance• Integrated ID card production into the services offered by walkup support and served on the committee for the campus ID program• Collaborated with multiple internal groups in a large-scale rollout of mandatory two factor authentication campus wide • Expanded the system I developed to improve campus wide copier counts relieving staff from manual collection by developing the framework to use ID cards for administrative printing• Managed both group and project budgeting and forecasting• Provided detailed reporting of KPI and additional information to executive leadership• Evaluated staff and proposed changes to increase efficiency of production • Developed and implemented policies, procedures, and process improvements initiatives to improve services• Monitored tickets for root cause analysis and triage• Planned and managed staff, technical needs, and coordination with other groups for large scale events• Volunteered for Team Connect: IT staff assisted student move-in days with IT connections

• Awarded the position after serving as interim manager• Collaborated with associate director integrating two legacy ticket management systems into the central ticketing system, improving efficiency• Managed all operations of computer repair and walk up support center• Collaborated with internal groups to expand our hands-on support of mobile devices • Provided leadership and over-sight of 3 additional full-time staff • Controlled external vendor contract for printer repair• Administered cloud application, Pharos Beacon• Wrote training material to be used by non-technical staff and public knowledge base• Designed automated tools to be used by both technical and non-technical staff, this included automated reset of network settings and configuration of wireless profiles• Managed test scanning services and Student Evaluation of Instruction (SEI)

• Implemented System Center Configuration Manager, reducing the lead time for software requests from 30 days to 4 days• Spearheaded the adoption of System Center Configuration Manager and Desktop management practices campus-wide without increasing staff• Directed the central paid printing program on a cost-recovery model and handled both the technical design, vendor relations and administration of the program• Licensed software for the central computer labs• Managed Big Print program at an affordable cost, handled budgeting and spending to ensure the program was operated as a cost-recovery service• Directed 44 employees and student workers for the three central computer and IT training labs• Coached and trained employees ensuring a high level of productivity and professionalism • Provided guidance on device configuration, driver deployment, and network troubleshooting of our copier fleet to our Printing and Copier Services unit• Administer IT systems for the Printing and Copier Services unit • Implemented PageScope Enterprise and then wrote custom software to automate meter collections

• Exemplary leadership to 14 part-time student employees and 30 federal work-study students • Supervised scheduling, timecards, personnel paperwork, and performance reviews• Administered technical coaching and training of students from a wide background resulting in skilled technology employees• Ensured Americans With Disability (ADA) compliance within computer labs• LAN manager over multiple local area networks including switch configuration and access control lists• Provided support to a wide variety of applications and IT services including sign-in, Banner, and online learning environments

• Performed need assessments and designed innovative solutions to meet customers’ needs• Expanded company’s network service offerings from file/print servers to include email solutions, desktop management, and SQL databases• Lead other technicians on projects • Managed IT projects in a variety of industries including healthcare, law, and industrial • Administered the daily operations of the company’s infrastructure including backups and maintenance• Executed both warranty and non-warranty repairs on various desktops, laptops, and printers• Conducted training for other Computer Technicians in emerging technologies• Designed an access database for paperless purchase ordering requests, resulting in a large reduction of time