Will Henry Email & Phone Number

Trumbull, Ct, Us

Fairfield, Ct, Us

As the Instructional Technology Support Manager, I will drive a dynamic team of support engineers committed to enhancing and sustaining cutting-edge technology in classrooms and departments across the University. In this front-facing role, I will work with a leadership team, actively engaging with customers, managing vendor relationships, and leading impactful projects at all University locations. My focus is on building robust service platforms, defining and maintaining high-quality Service Level Agreements (SLAs), and streamlining processes to pave the way for an IT Service Management (ITSM) framework. By optimizing the efficiency and reliability of our instructional technology, I aim to deliver seamless user experiences and propel a future-ready, technology-enhanced learning environment.

New Haven, Ct, Us

Currently lead a team of 40 IT support technicians, manage comprehensive IT service delivery for over 11,000 clients at Yale School of Medicine, spanning various environments including research, clinical, educational, and business. Post-COVID, we strategically developed a dispatch ticketing platform in ServiceNow to ensure operational success. Currently serve as the primary contact for leads, administrators and support teams, provide critical support during major system outages and conflicts. Collaborate with the Endpoint Engineering team to implement a modern provisioning practice, improving procurement processes and deployment efficiency. Additionally, prioritize the personal and technical growth of employees through mentorship, training programs, and a quarterly award initiative. Strengthen relationships with stakeholders and vendors, I facilitated onsite training opportunities and develop ServiceNow dashboards for analytics. Furthermore, manage the yearly IT operational budget. Recently completed Managing @ Yale Courses. Continued collaboration with facilities and the Yale ITS Project team for smooth support in moves and renovations for YSM research laboratories.

Norwalk, Ct, Us

Worked for the fastest growing hotel management company in the US, oversee the delivery of services or service technology to employees for 80+ hotels and over 6000 HEI employees throughout the US. Establishes policies designed to ensure consistently of high customer & service performance, monitors employees and evaluates customer feedback to develop quality improvement processes for HEI Hotels and Resorts. 12+ years experience in hospitality with full service hotels and other vendor related products for exceptional customer service. Tasked to oversee the business helpdesk and technicians to provide top notch customer services to our hotels. Strong knowledge in mobile technology in the management of all mobile related technology for the company.

Norwalk, Ct, Us

Working for the fastest growing hotel management company in the US, oversee the delivery of services or service technology to employees 55+ hotels and over 6000 HEI employees throughout the US. Establishes policies designed to ensure consistently of high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes for HEI Hotels and Resorts. 8+ years experience in hospitality with POS, PMS, HSIA and other vendor related products for exceptional customer service. Strong knowledge in mobile technology in the management of all mobile related technology for the company.

Norwalk, Ct, Us

Played a key role in building the internal IT infrastructure and eliminating external IT resources to improve overall support and reduce cost while maintaining consistent services to the field. Key decision maker in the call center project resulting in improving call response times and increasing first call resolution. Implemented ManageEngine Servicedesk Plus to centralize Support for multiple operational groups, along with providing improved support metrics and support services as a team. Oversaw VM and Citrix application environment including rollouts, patch management, routine maintenance, application deployment.

Villanova, Pa, Us

Supervisor for 25 personnel working 1st and 2nd level walkup and phone support for Faculty, Staff and Students of Villanova University. Analyzed new strategies to training and payroll programs to maximize work productivity and decrease costs. Responsible for hiring and training of support staff. Lead Project Manager for Fall 2004, 2005, & 2006 Startup. Member of the Villanova Quality Improvement Team and Lead for Process Improvement Team, responsible for implementing over 10 projects within a 12 month period. Provided extended assistance in the campus computer roll-out project of 2001 & 2005. Member of the Mobile Device Team responsible for Wireless and Blackberry training and setup support for campus Faculty and Staff.