• Responsible for maintaining end-user technologies, resources, AV systems and AV networks for the Division of Student Affairs (DOSA). This includes the Sindecuse Health Center (SHC), University E-Sports, Housing, and the WMU Student Center.• Configures applications, workstations, servers, and hardware to reduce end-user technology problems and ensure all support requests are solved. • Participates in the planning and implementation of hardware and software upgrades while documenting and maintaining best practices and procedures. Maintains up-to-date and accurate technology hardware and software inventory. • Serves as the escalated contact for end-user technical support, technical questions and issues for DOSA and SHC staff. Develops and maintains effective procedures to ensure all requests are completed, ensuring efficient workflow and proper documentation. Provides end-user technology training for existing and new hardware, software, and services. Provides escalated technical support for WMU E-Sports arena. Work collaboratively with the E-Sports program and any third-party support services to maintain the arena and its systems in a competition ready state.• Responsible for maintaining HIPAA and HITECH security compliance, assisting the Associate Director of Information Systems as HIPAA Security Officer(s) for Sindecuse Health Center. Additionally ensure adherence to national standards for electronic health care transactions. Develop and monitor end-user SETA (Security Education, Training and Awareness) program specific to Student Affairs. Collaborate with WMU Information Security to maintain the security posture of all Student Affairs computers and end-user software. Resolve security related issues to maintain compliance with WMU security policy. Represent Student Affairs on the WMU Campus Security Committee.

• Maintained information technology standards and procedures to ensure the security of the University's data and systems.• Investigated security alerts and notifications. Developed and implemented risk mitigation solutions which met University and professional standards.• Documented and promoted policies and standards to prevent unauthorized access to University resources.• Investigated and resolved compliance issues.• Participated in internal and external investigations of security breaches. • Maintained and updated user access controls.

• Prepared computing equipment and peripherals for faculty, staff and instructional laboratories. Installed operating system and application software and configured for end-users. Ensured equipment met University standards. • Provided technical and problem solving support to end-users for all standard and department-specific applications. • Maintained the department's servers and local area network, including back-up and restore processes. • Maintained and instructed end-users on department and University policies governing computer usage and data security. • Maintained an accurate inventory of the department's computing equipment and coordinated these records with the University's information technology inventory system. • Administered user groups for the department. • Monitored network performance and resolved any network performance issues. • Recommended changes and improvements to the department's information technology hardware and software. • Represented the department's needs and interests to the University's information technology planning groups.

• Manage support request inbox to resolve customer questions and issues.• Evaluate “False Positive” reports and investigate domains for active risks. • Develop support documentation.• Provide Quality Assurance (QA) for Quad9 Connect mobile app.• Server provisioning.

• Hired, managed, trained, and scheduled a team of fifty student employees.• Developed, documented, and promoted policies and procedures for labsand Help Desk.• Analyzed service requests to identify trends and issues to determine areasof improvement.• Mentored Help Desk Specialists and student employees to improveperformance.• Prepared and reviewed training materials for end-users.• Worked with staff to determine delegation of duties.

• Primary technical support for the university via telephone, email, instantmessage, and trouble ticketing system.• Assisted with network registration and troubleshooting both wireless andwired network connections.• Removed various types of malware from personal computers of students,faculty, and staff.• Guaranteed a majority of questions and issues were resolved at the first tiersupport level.

• Served as liaison between Help Desk supervisors and students technicians.• Hired, managed, trained, and scheduled a team of twenty students.• Assisted student technicians with troubleshooting device issues.

Assisted with network registration and troubleshooting both wireless andwired network connections. Removed various types of malware frompersonal computers of students, faculty and staff, providedtroubleshooting Bronco NetID and login issues. Support provided viawalk-in, telephone, and mobile Help Desk.