Responsible for the daily operations of the Service Desk and Training & Outreach teams supporting Harvard’s next generation Enterprise Student Systems (ESS) consisting of Oracle’s PeopleSoft Campus Solutions and Oracle Business Intelligence, used by over 25,000 Harvard students, faculty, staff.

• Management of operation and staff at the Harvard Technology Hub, a technology store and service center which annually transacts over $2 million in sales, processes hundreds of repairs, distributes and manages hundreds of laptop and power adapter rentals, and provides countless hours of personal technology consultations.• Design, development, implementation, and maintenance of custom software (using AppleScript, Objective-C, Python, JavaScript, and Google Apps Script) to manage hundreds of computer repair check-ins, validate and simplify processing of departmental pay codes, verify Harvard affiliation and purchase eligibility, manage loaner laptop and power adapter services, manage in-store product pickup notifications to customers, and automate/optimize workflow for Casper (JAMF Recon) provisioning of Apple computers.• Creation of loaner/rental and data migration services for technology equipment (Windows and OS X platforms) and handling of all aspects of service implementation and management including equipment acquisition, drafting client service agreements, imaging of systems, setup and configuration of OS X Server and Apple diagnostic server, tracking of loaner/rental equipment, and graphic design of marketing assets for promotion of services.• Major contributor in redesigning and rebranding the Harvard Technology Hub (formerly Campus Computer Store), and designing a new physical layout for the space, with the intention of promoting higher customer engagement and sense of community.

Developer of Amphetamine, Toothpicks, Altunenator, Browserism, and Plisterine; available on the Mac App Store.

• Identified and resolved of a wide range of software and hardware issues in all Apple products (Mac, iOS devices, OS X, iLife, etc.) and ameliorated customer relationships through face-to-face interactions at the Genius Bar.• Mentored a team of technicians (Geniuses) in training, individually helping each trainee to identify and accomplish goals and build skills through hands-on training while playing a key role in a Genius team which consistently performed in the top rankings for the northeast market in numerous metrics.• Developed, implemented, and maintained a custom messaging and notification system (Genius Bar Notifier 2.0), which was used by over 20 Apple Stores worldwide to improve Genius Bar workflow and efficiency.