Roles and Operations Portfolio
I have directly managed or supervised many IT and related business operations, with related full-time and student support staff, in my professional career that provides distinct, strategic value to the organization. Below is a list of each of my roles including the operations I have been responsible for and a description of each. These descriptions are complementary to my resume, which highlights measurable achievements and qualifications.
Director Strategic Project and Service Management
Office of Information Technology, Western Michigan University
July 2017-Present (including interim period)
Strategic Planning
Assist the Chief Information Officer to ensure IT projects meet university goals and objectives through strategic planning, service delivery and governance.
Develop and maintain organizational performance metrics and reporting. Prepares and presents reports and analyses for University leadership
Ensure successful governance and change control for enterprise systems and information technology
Project Portfolio Management
Manage the IT project portfolio and facilitates planning and change control processes to ensure projects meet professional standards and are completed on time, within budget, and other constraints.
Manage complex enterprise IT projects and programs
Trains and advise project managers and IT staff on project management methodologies, tools, and techniques
IT Service Management
Manage the IT Service Management (ITSM) system to ensure successful service delivery through IT business operations and processes.
Oversee the integration of work order, change and project work tracking, delivery mechanisms, reporting, and communications to ensure organizational success and alignment to strategic goals.
Technology Acquisitions and Compliance
Ensure that existing and newly acquired technology complies with university rules, policies, and guidelines through collaborative review processes.
Oversee the Technology Compliance Review process, coordinating with University General Counsel, Business Services, Logistical Services, Accessibility, and the IT Community.
Manage the Technology Procurement Program and related Rules for Technology Purchasing, ensuring university IT staff are provided competitive vendor agreements and supporting business processes and structures to be successful in delivering technology to their university clients.
Manage Adobe and Microsoft site licenses, associated VP unit chargeback models, and software license distribution.
Marketing, Communications, and User Experience (UX)
Direct strategic communications and marketing to ensure the awareness, knowledge, and successful delivery of IT services and projects.
Leads the management and design of public and internal-facing web and electronic content management systems maintained and operated by the Office of Information Technology
Assesses the effectiveness of communications and marketing by defining metrics and methodology for measuring performance results
Business Systems Analysis
Perform and facilitate business analysis and evaluation to aid in strategic decision-making
Ensure stakeholder requirements are defined, analyzed, and satisfied through the successful design, implementation, and maintenance of enterprise information systems and software
Oversee the system development and implementation of new and existing business processes included in system upgrades and patches for enterprise systems
Manage tier 2 technical support and vendor relations for enterprise systems
Project Manager IT
Office of Information Technology, Western Michigan University
August 2012-July 2017
Project Management
Managed complex enterprise IT projects and programs
Trained and advised project managers and IT staff on project management methodologies, tools, and techniques
Business Systems Analysis
Performed and facilitated business analysis and evaluation to aid in strategic decision-making
Ensured stakeholder requirements are defined, analyzed, and satisfied through the successful design, implementation, and maintenance of enterprise information systems and software
IT Service Management System
Managed the IT Service Management (ITSM) system to ensure successful service delivery through IT business operations and processes.
Office Technology Coordinator
College of Health and Human Services, Western Michigan University
May 2009-August 2012
Audio/Visual Systems and Classroom Technology
Supervised the daily operations of the college's AV control room, including remote learning, recording suites and classroom support and monitoring
Trained faculty on the use of classroom technology and audio/visual systems
Managed classroom technology, digital signage projects, and other audio/visual projects.
Computer Labs
Maintained computer lab operations including ADA-compliant accessible technology lab environments for the blind and low-vision studies program
Managed lab imaging and management servers and related software, file servers, and printing.
Electronic Medical Records (EMR) System and Clinical Technology Support
Provided direct support and configuration of the ERM software and connected systems for the Unified Clinics and Center for Disability Services to ensure HIPAA and ADA compliance.
Help Desk and Direct IT Support
Assisted in the supervision of the college IT Help Desk and student employees
Provided direct support to students, faculty, and staff
Configured, installed, and provided troubleshooting for computers, multi-function printers, copiers specialized research technology, HIPAA and FERP-compliant network file storage, and other technology.
Classroom Technology Consultant Lead
Office of Information Technology, Western Michigan University
April 2007-May 2009
Audio/Visual Systems and Classroom Technology Management
Provided direct support and training to faculty for the use of classroom technology.
Classroom Technology Help Desk
Supervised the operations of the Classroom Technology Help Desk, providing tier 1 support to all campus classrooms through phone and voice-over-intercom support
Designed and implemented help desk processes, workflows, and work order management systems to ensure successful issue resolution
Hired and trained all student employees
Mobile Help Desk/2nd Shift Help Desk Coordinator
Office of Information Technology, Western Michigan University
March 2006 – April 2007
2nd Shift Walk-in and Telephone Help Desk
Supervised the operations of the walk-in and telephone-based Help Desk operations during the second shift, providing tier 1 support to the entire campus community
Designed and implemented help desk processes, workflows, and work order management systems to ensure successful issue resolution
Hired and trained all student employees
Mobile Help Desk
Supervised the operations of the Mobile Help Desk, providing tier 1 support to students living in WMU residence halls
Designed and implemented help desk processes, workflows, and work order management systems to ensure successful issue resolution
Hired and trained all student employees
Help Desk Student Lead
Office of Information Technology, Western Michigan University
September 2003 - March 2006
Supervised Help Desk student employees operating tier 1 walk-in, telephone-based, and email-based support to the university community.
Designed and implemented help desk processes, workflows, and work order management systems to ensure successful issue resolution
Hired and trained student employees
Technology Support Specialist
Clinton Community Schools, Clinton, MI
June 2001 - August 2003
Supported the Director of Information Technology to support district-wide needs
Provided desktop and laptop support to teachers, staff, and administrators
Installed and maintained computer lab equipment
Installed network cables, jacks, wireless access points, and related equipment
Computer Support Intern
Internet 2, Ann Arbor, MI
June 2002 - August 2002
Provided desktop and laptop support to office staff
Performed various technical tasks in support of special projects and events.