I am a seasoned professional who leads organizational transformation through collaborative strategic planning, governance, portfolio management, and value delivery.
While exercising proven, yet highly adaptive project management approaches, I strive to excite people about possibilities and help the organization achieve its goals. I embrace great challenges with greater enthusiasm and energize my teams to do the same.
Clifton Strengths: Futuristic – Individualization – Strategic – Relator – Woo
VIA Character Strengths: Creativity – Perspective – Appreciation of Beauty & Excellence – Bravery – Leadership – Teamwork – Prudence – Love of learning – Kindness - Honesty
Project Management Professional (PMP) certification, Project Management Institute (PMI), 2017, Active
Certified Associate in Project Management (CAPM) certification, Project Management Institute (PMI), 2014-2022, replaced by PMP
Agile Hybrid Project Pro, online course, Project Management Institute (PMI), 2022
Academic Leadership Academy, Western Michigan University, 2013/2014 cohort
Information Technology Infrastructure (ITIL) foundations version 3 certification, Axelos through Fruition Partners, 2013 (non-expiring)
Crestron Programming Essentials, training and certificate, Crestron Inc, 2010 (non-expiring)
Crestron Hardware Essentials, training and certificate, Crestron Inc, 2010 (non-expiring)
Office of Information Technology, Western Michigan University, Kalamazoo, MI. July 2017-Present (includes 4 months interim)
Reporting to the Chief Information Officer (CIO), I manage the Project Management Office (PMO) including the enterprise IT project and service portfolio. I direct and manage the highest priority projects while providing oversight, guidance and advisory support on all other projects within the portfolio. I support enterprise IT governance through reporting and advisory support, enabling members and chairs to perform strategic planning, resource management and other critical work.
Managed, oversaw and advised on over 100 enterprise projects within the IT portfolio.
Developed, in partnership with the CIO, a new university-wide IT strategic plan and first-ever comprehensive IT governance framework and supporting business processes.
Implemented the enterprise IT project and portfolio management system, providing key organizational performance and resource management tools, metrics, and reporting for all IT management and governance committees.
Coordinated and developed the IT Acquisitions and Compliance Review process, and associated policies, to ensure all technology purchases and contracts were reviewed for compliance to security, privacy, accessibility, and applicable laws and regulations prior to purchase. Examples include ADA, FERPA, GDPR, HIPAA, PCI-DSS.
Managed the implementation of Salesforce Student Success Hub as part of a $500 million Empower Futures Program to centralize academic advising and develop the Student Navigator program, increasing overall student service satisfaction from 74% to 94% within the first year of the program’s operation.
Managed the implementation of Salesforce EDA (Educational Data Architecture), Service Cloud and Experience Cloud, through a hybrid Agile methodology, migrating three legacy systems into a single platform with a vendor contract cost of $743K and an additional $1.38M in project capital and human resources.
Expedited the implementation of two-factor authentication for students to completion within 7 months at a 100% adoption rate at project deadline.
Managed and negotiated enterprise technology contracts, including Adobe, Cisco, Dell, Microsoft and others to reduce cost and ensure long-term sustainability.
Institutionalized a culture of IT service management (ITMS), resulting in all 10 central IT teams and an additional 11 distributed teams adopting a single work order, project and change management system within 5 years.
Led the collaborative authoring of over 10 board-delegated data and information technology policies with university stakeholders and subject matter experts.
Office of Information Technology, Western Michigan University, Kalamazoo, MI. August 2012-July 2017
Managed enterprise-level technology projects for the WMU Office of Information Technology within the Project Management Office (PMO). Performed business analysis to aid in strategic decision making and managed the IT service management (ITSM) system.
Provided program and project management consulting for the Salesforce and TargetX implementation for Enrollment Management/Admissions and identified and managed integration points with other enterprise systems including Banner, LDAP, PeopleSoft HR, and the Alumni Association’s Salesforce instance.
Managed the university’s email migration to the Microsoft 365 platform and lead the scheduling, communications, marketing, and support of all university users and accounts, totaling over 25,000.
Managed the Microsoft Architecture Program of projects, ensuring continual project alignment to governance requests and strategic priorities.
Collaborated with 11 distributed IT departments and central IT to define requirements, deliverables, and courses of action to migrate from Novell to Microsoft Active Directory within 1 year, before the Novell contract expired, saving nearly $200,000.
Facilitated cross-functional business analysis and requirements scoring with over 60 University stakeholders to produce a recommendation for the implementation of Google Apps Workspace, the university’s first major cultural shift toward cloud-based collaboration software.
Adapted to budget challenges by performing business analysis, requirements refinement and researching alternative IT Service Management (ITSM) systems that resulted in the organization purchasing a suitable solution at 1/4 of the cost.
Implemented computer lab use statistics and print accounting software in over 150 campus labs across seven colleges, coordinating the work of a project team over 20 IT staff from central and college IT teams. Total software cost was $51,000
College of Health and Human Services, Western Michigan University, Kalamazoo, MI. May 2009-August 2012
Managed projects and provided IT services to the College of Health and Human Services, Unified Clinics and Center for Disability Services.
Transformed the Bronson School of Nursing patient/provider simulation suite through client consultation, business and technical requirements gathering, and collaborative design with contracted audio/visual integration partner to ensure alignment to pedagogical needs.
Reduced costs associated with vendor repairs through the supported classroom technology and audio-visual equipment and related certification and training.
Ensured federal and legal compliance for FERPA, HIPPA and other regulations through the management of medical, student and staff file servers and devices.
Increased operating efficiencies through streamlined computer workstation and lab management workflows and technology.
Office of Information Technology, Western Michigan University, Kalamazoo, MI. April 2007-May 2009
Managed campus-wide classroom technology audio-visual implementation projects and provided leadership for the Classroom Technology Help Desk.
Managed the upgrade of 60 campus classrooms from various configurations to a single standard, including integrated intercoms and remote-control support through vendor management and implementation of quality assurance and validation practices.
Led the implementation of the Classroom Technology Help Desk, which provided remote support to instructors in over 120 classrooms via remote, network-connected voice-over-IP intercom and remote control.
Expedited the completion of the audio-visual implementation for the Brown Hall renovation project, which was past-due and problematic, ensuring all work was completed prior to the deadline.
Implemented an IT support staff Wiki, using MediaWiki (the software behind Wikipedia), and associated documentation standards to provide a single source of information for all IT support staff.
Office of Information Technology, Western Michigan University, Kalamazoo, MI. March 2006 – April 2007
Managed the 2nd shift central IT Help Desk support operations, including a newly developed Mobile Help Desk and existing Help Desk walk-in and phone support staff. Managed Help Desk organizational development projects and implementation of new technologies.
Managed the Help Desk relocation project, including architectural design, providing expanded support services including a customer waiting area, walk-in support stations, telephone staff workstations, and supervisor offices.
Lead the development of an automated Help Desk customer check-in and waitlist program, enabling walk-in customers to swipe their university IDs to enter the line and staff to view the list and call them from their workstations.
Developed and distributed the WMU Webkit CD to residence hall students to provide wizard-like experience to register their computers on the network and install required anti-virus software and other tools.
Served as the primary point of contact between IT and campus housing, ensuring students living in residence halls and apartments where successful in their use of technology and provided the support they needed.
Project Management: Portfolio management, program management, project charter, scope of work, statement of work, stakeholder engagement, requirements gathering, proposal development, budget management and analysis, communications, marketing, human resource management, scope management, change management, work breakdown structure, agile project management, risk management, risk mitigation, cost management, procurement management, earned value management, time management, scheduling, vendor relationship management
Business Analysis: Business Process Analysis, business workflow design, workflow mapping, process efficiency
Marketing and Communication: Strategic communications, web development, content management systems (CMS), graphic design
Organizational Leadership: Strategic planning, organizational development, organizational learning and performance, organizational culture, globalization, Human Resource Development (HRD), group and team dynamics, coaching, governance, shared governance, higher education governance, collaborative decision-making processes, program development, program logic modeling
Educational Leadership: Adult learning, educational technology, evaluation, measurement, research, academic program evaluation
Information Technology Leadership: Information Technology Service Management (ITSM), Information Technology Infrastructure Language (ITIL), IT Change Management,
Enterprise Applications: Data integration, data migration, database management, database administration, enterprise architecture, ERP
Adobe Enterprise Licensing
Adobe Acrobat Sign
Asset Management
Authentication Systems
Audio/Visual Systems
CISCO Webex
CISCO Telecommunications
Classroom Technology
Content Management Systems (CMS)
Crestron
Data Integration
Data Migration
Data storage
E-Learning
Endpoint Management
ERP Systems
Google Workspace
Health Information Systems
Identity Management
ITSM Systems
Jaggaer Contract Management
Jira
Microsoft 365
Microsoft Project
Microsoft Active Directory
Microsoft Enterprise Licensing
ManageEngine ServiceDesk Plus
Network Infrastructure
PaperCut
PeopleSoft
PPM Software
Print Accounting & Management
Qualtrics
Salesforce
Student Information Systems (Banner)
Wiki Software (Wiki.js, MediaWiki)
Zendesk Guide & Support