Susan Cherry Email & Phone Number

Grand Haven, Mi

Lead, evaluated, trained, and coached team of Tier 1 and Tier 2 help desk technicians and factory on-site technicians in West Michigan and Mexico. Collaborated with other on-site technicians not reporting to me in the US, China, and India. Worked with external help desk support group who provided some of our Tier 1 services. Met on a regular basis with Applications, Business Services, Cybersecurity, and Operations / Infrastructure teams to improve customer experience, suggest improvements, and ensure knowledge transfer. Replaced Microsoft Service Manager with Jira Service Management for Incidents and Service Requests, including development of self-service customer portal and mobile app for technicians to use in field. Championed and worked with team to implement Change Management and Asset Management processes. Developed documentation and trained others on service management processes and best practices. Lead for customer communications for the IT organization using all staff emails, Sharepoint, and newsletters. Lead onboarding/offboarding and account management efforts and account audits. Developed and refined on-call/emergency support processes to ensure 24x7 coverage for production and other urgent needs. Created reports in PowerBI or Jira to assist in department management of tickets, budget projections, and assets. Responsible for PC standards and PC lifecycle management from procurement to disposal. Participated in projects and acted as project lead as needed using Jira Software. Gained knowledge of the manufacturing environment. Participated in quarterly IT planning. IT team maintained a customer satisfaction rating of 95%

Grand Haven, Mi

Worked as a tier 2 technician to troubleshoot and resolve more complex issues for Windows computers, and related equipment. Took help desk calls when all Tier 1 technicians are on calls.Followed procedures to resolve network printer, Active Directory account, and Office 365 licensing incidents.Provided remote support to customers at our different companies using Configuration Manager remote tools, and Skype. Installed and removed software, troubleshot Office problems, updated drivers, etc. using elevated rights account.Led on-site teams to update Windows 7 computers to Windows 10. Worked with teams to roll out Windows 10 feature updates.Worked with team to develop and implement new IT Documentation site. Served as approver and editor of new documents from the Client Services team.Promoted best practices for Incident Management.Served as part of the Service Center Configuration Manager team to improve the use of our tools.Developed external communications for department to customers for emergency announcements and select projects.

Big Rapids, Michigan

Developed, documented, and promoted Information Technology Infrastructure Library (ITIL) based service management processes including but not limited to service catalog, incident management, problem management, change management, configuration management, and request management in accordance with ITIL best practices to the Information Technology Services department. Championed Knowledge Center Support. Prioritized changes in Cherwell Service Management tool. Created dashboards and reports. Customized customer portal. Created, edited, and reviewed IT policies for the University. In charge of development and maintenance of the ITS customer support web site. Managed all customer focused educational materials, announcements, marketing materials for ITS department.

Big Rapids, Michigan

Managing the central IT service desk for the University, including help desk technology, staffing, and budgets. Hired, trained, mentored, and disciplined employees. Acted as a liaison to other IT departments to implement and improve processes and procedures to benefit customers. Worked on project teams to be the voice of the customer in both proactive and reactive situations. Managed ITS web site. Participated in strategic planning for department. Monitored ticket workflows, and created reports for management and for process improvement.

Big Rapids, Michigan

Managing the IT support needs for the College of Arts and Sciences, Library, and other smaller departments on the Big Rapids campus. This including managing over 1000 PCs, Windows, Novell, and Linux servers, and related technology. Hired, trained, mentored, and disciplined employees. Participated as the lead technical manager on major building projects. Worked with other consortium managers and central IT to develop standards for purchasing, deployment, account management, etc. Assisted with desktop and server support as needed. Managed projects to roll out new services, applications, and hardware.

Big Rapids, Michigan, United States

Taught one class per semester concurrently with other positions at different times/intermittently. Conducted classes, including Introduction to Microcomputers, Introduction to MS Office, Freshman Seminar, and Introduction to Networking.

Big Rapids, Michigan

Growing number of computers on campus and complexity of systems lead to increase in responsibilities. Coordinated support efforts and development of standards with other colleges and teams. Oversaw all aspects of IT services for university during construction of new Arts and Sciences Commons, doubling number of computers supported. Supervised team of student and full-time employees to support PC, Macs, and servers of our area. Performed desktop and server support work as needed. Nominated for Distinguished Staff award. In charge of physical security systems for our labs. Managed projects to roll out new services, applications, and hardware.

Big Rapids, Michigan

Managed all aspects of computer labs and colleges’ IT (Windows and Macs), including budget, procurement, hardware and software support, training, troubleshooting, and student employee supervision. Provided hardware and software support to faculty and staff of two colleges. Managed networks, Novell Netware servers and user accounts, and printers. Conducted end-user training on variety of PC and mainframe applications. Manage projects to roll out new services, applications, and hardware.

Grand Rapids, Michigan

Managed data and systems related to mapping and data analysis for small oil and gas exploration company. Assisted with analysis of data.

Traverse City, Michigan

Digitized well logs to put data in Cognos system for analysis. Assisted with maps of current projects.

Masters, Information Systems Management

Specialized in Data Analysis, Process Improvement, Quality

Bs, Computer Science

Activities and Societies: Association of Computing Machinery, President, 1986

Bs, Geology