As Assistant Director I am the principal analyst for Baldwin Wallace Client Services that manages the delivery of excellent customer service to all campus end-users. I am responsible for implementing ITIL best practices and developing effective and efficient workflows within BW's ITSM. I create, manage, and maintain the service catalog, knowledge base, and IT Support training material. I also provide valuable metrics to the BW CIO. As a developer of the IT Knowledge Base, Service Catalog and ITSM software, I create and maintain a comprehensive base of knowledge that houses user documentation both for internal (IT) standards, policies, and operational procedures, as well as for the campus community to readily access self-help. I also Customize ticketing system database, create special audience queues, develop new functions, design process improvements, and implement theories. I determine the policies, processes and procedures related to identifying, prioritizing, monitoring, tracking, and resolving service requests.

As an IT Support Analyst II, am the second tier of IT Support. I effectively manage the routing of all IT Support Tickets. I manage the creation or removal of user accounts and manage user access control, based on established policies. I also query and analyze metrics to identify trends, monitor timeframes for problem resolution, and survey user satisfaction to improve service levels. I then prepare clear and accurate statistical reports on a daily, weekly, and monthly basis for the BW CIO.

As IT HelpDesk Coordinator I oversee daily operation of the IT HelpDesk and supervise the full time helpdesk staff and student assistants. I manage the delivery of effective IT Services to faculty, staff, and students and ensures outstanding customer satisfaction. I act as primary liaison between Baldwin Wallace and the 24/7 co-managed HelpDesk partner agency to provide smooth daily transitions of service, maintain high levels of effective communication, and establish efficient procedures optimal for seamless service. I monitor trouble tickets, evoke escalation procedures, involve other IT staff members (or designated outside support providers) when required, and provide follow-up with assigned personnel to verify that a successful resolution was achieved.

As an IT Support Technician I am responsible for the swift resolution of hardware repairs. This includes troubleshooting, repairing or replacing any campus hardware that may have failed or has caused the user to become less productive.