I collaborated with WMU's Chief Information Officer to create a university-wide IT strategic plan for 2022-2027 and an inaugural IT governance framework.

• View the Strategic Plan

• Read about the Governance Framework

• Designed and deployed an ITSM system on Salesforce aligned to ITIL, improving incident and request handling and integrating with governance reporting.

• Implemented Salesforce Milestones (PM+) portfolio and project management, aligned to PMI standards,  to centralize governance for 100+ enterprise IT projects.

In 2012, I started the first IT Project Management Office (PMO) at WMU with my predecessor after we completed the redevelopment of the IT Help Desk and the creation of the newly formed Classroom Technology team. We build the PMO from the ground up based on PMI processes and integrated ITIL practices to become a Project and Service Management Office. 

In 2017, I became the Director of Strategic Project and Service Management and led the continual improvement and development of the office through the COVID-19 pandemic and, later, the re-envisioning of toolsets via Salesforce in 2022.

In 2002, I started my work in the IT Help Desk as a student lead, immediately managing projects to transform operations and service offerings to the university community through service desk and phone support. In 2006, I was hired full-time to manage the 2nd shift and develop the first Mobile Help Desk operation to directly support students in residence halls. In 2007, I moved to the Classroom Technology team to develop the new Classroom Technology Help Desk and implement two-way intercom support between the Help Desk and classroom lecterns to expedite support and avoid classroom disruptions and cancellations.

Directed university-wide Microsoft 365 migration and Teams roll out for 25,000+ users, negotiating vendor/licensing changes that realized $200K in annual savings.

As a direct response to phishing attacks against the WMU student population and resulting scams, I lead the rapid development of a project plan that implemented two-factor authentication (2FA) using DUO enforcing its use for all students within seven months. Through successful marketing and communications efforts, as well as thoughtful and well-planned technical architecture the mandatory deadline approached and was a non-event for students and support staff alike. Phishing attacks and students falling for email-based scams dropped dramatically as a result.

Implemented enterprise contract management with Jaggaer to centralize procurement and contract workflows university-wide.

I ushered in a new era of acceptance of cloud technology by leading the Electronic Collaboration Analysis Program (ECAP), a collaborative planning project comprised of over 60 diverse individuals at WMU that analyzed several collaboration technologies and chose Google. Through a partnership with the WMU Faculty Senate and the Academic and Instructional Technology Committee (AITC) I chartered the Google Apps for Educational (now Google Workspace) implementation project, gathering buy-in. There was a perceived risk of using cloud computing resources which I helped navigate through analysis of Google terms of service and risk analysis of continuing to allow the use of personal Google accounts rather than providing a university-provided system. After implementation, this project paved the way for acceptance of all other cloud-based technology products.

After years of IT and instructional technology self-help and service catalog resources existing on over twenty disparate and disconnected websites at WMU, my team partnered with WMUx to bring them all together in a single location called Help Hub. Help Hub was developed using a human-centered design thinking approach to ensure a high-quality user experience and a strong level of interconnectivity between related resources and the IT Service Management (ITSM) system. Help Hub serves as not only the single source of self-help information (knowledge baes) but the service catalog front end of the ITSM system for service offerings and incident (trouble ticket) reporting.

I was selected for his exemplary service in achieving the eight College of Health and Human Services customer service goals

I was awarded one of two annual student employee of the year awards in 2006 for my work as a Help Desk Student Lead in the Office of Information Technology