Kansas City, Missouri, United States
Experienced Educational Technology and Managed Service Provider Manager with a demonstrated history of leading successful teams. Skilled in leadership, management, one-to-one implementation, project management, and ITIL best practices.
Responsible for implementing ITSM-compliant daily IT operations as well as collaborating strategically with customers to enhance the value of IT to their small and mid-sized businesses. Serves as the technical account manager and primary point of contact for customers and has overall responsibility to ensure customer satisfaction. - Responsible for leading a team of skilled IT professionals to provide outsourced IT operations for managed services clients. - Provides strategic leadership to customers, focused on aligning technology with customer business goals and objectives. - Creates technical roadmaps and strategic plans for customers as it relates to their IT infrastructure and business needs. - Implements industry best practice solutions based upon ITSM principles and NetStandard practices. - Serves as the IT Director and technical account manager for assigned small and medium sized business customers. Owns customer satisfaction. - Oversees delivery of outsourced Managed IT Services to assigned customers, including break fix, problem management, security posture, change management and risk management. - Provides leadership to NetStandard operations to identify new technologies, strategies and processes to add value to the business and its customers. - Responsible for cross-organizational collaboration and communication. - Fosters an atmosphere of excellence and collaboration among internal and external resources. - Creates and maintains metrics and communication plans and reports to customers on status, revisions and expected final outcomes of services, projects, roadmaps and budgets. - Provides project planning, estimates, budgeting, tracking and management. - Manage procurement activities and vendor/partner relationships for assigned customers - Assists with ongoing sales efforts such as proposals, statements of work, estimates, RFPs, RFIs, subcontractors and vendor coordination.
Leads and manages field engineering teams, ensuring strategic direction, team development, and high-performance culture. Oversees field engineering operations, technical support, and client relationships to drive succesful project outcomes. -Leads and mentors Field Engineering Managers to enhance leadership capabilities and operational efficiency -Directs hiring, training, and performance evaluations for field engineers to build a skilled and effective team -Fosters a collaborative and high-performance team environment to optimize service delivery Oversees the planning, execution, and completion of field engineering projects -Serves as the primary point of contact for clients, addressing concerns and providing regular updates to ensure satisfaction -Provids technical guidance and support to field engineering teams, staying updated on industry trends and best practices -Manages resource allocation and scheduling to maximize team efficiency and meet project and ticket demands -Monitors key performance indicators (KPIs) to assess operational effectiveness and drive continuous improvement -Prepares and presents reports on team performance and project status to senior management
-Engages and manages a team of IT Field engineers -Manages the planning and execution of on-site related requests and project-related tasks -Ensures IT Field service requests (tickets) are handled timely and completely -Sets high customer service standards and hold engineers accountable to those standards -Focuses on improving customer support -Guides team members in dealing with especially challenging service availability issues -Contributes to escalated problem resolution by coordinating available resources and managing customer expectations -Establishes measurable team goals -Drives results and optimizes the team’s performance -Establishes best practices for the IT Field Engineers -Develops daily, weekly and monthly reports and provides results on the productivity of the engineers to the management team -Drives analytics to deliver the desired customer experience -Establishes KPIs based on business models -Develops a roadmap of tools or enhancements to optimize the customer experience
Provides strategic level leadership for the Operations team within the Strategic Programs Department. Manages and directs the Operations team to support the Upgrade Program within PowerSchool. - Oversees the creation and management of records in company systems and systems of record - Monitors and drives staff performance - Works to increase team efficiency and effectiveness - Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.) - Addresses any customer satisfaction issues - Coaches and develops employees - Participates in hiring of new team members - Performs HR-related administrative tasks - Leads weekly staff meetings, conducts regular employee one-on-one sessions, and performance appraisals - Addresses any performance management issues with employees - Works with direct reports to understand and prioritize concerns, escalations, and challenges
- Builds positive working relationships with team members, vendors, and other departments - Collects customer feedback for the purpose of monitoring the effectiveness of support - Communicates the district and department mission, vision, and strategy - Coordinates large-scale desktop and laptop computer rollouts - Defines the strategy and desired outcomes of the Technology Support Services group - Ensures hardware firmware and drivers are monitored and updated as needed - Ensures physical inventory levels are monitored and replenished as needed - Maintains excellent communication and collaboration with all stakeholders - Maintains current knowledge of technology software and hardware - Manages the processing of end-user incidents, requests, and problems - Manages the daily operations of the Technology Support Services group - Oversees the leadership of the Technology support Services groups - Oversees logistical operations and maintenance of end-user district technology - Oversees the implementation of processes and technical documentation needed within the Technology Support Services group - Participates in partnership efforts with other department leaders (e.g. identify needs and possible process improvements; communicate with staff and students regarding maintenance of technology, etc.) - Researches preventative maintenance procedures - Researches applications, vendors, consultants, and emerging technology - Reviews opportunities for improvement within own practice and those within the assigned area of responsibility - Serves as an active participant in the Department of Technology leadership team - Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projects for the purpose of leading and completing projects. - Supervises assigned staff members, plans and delegates work and provides for continual development of employees -Utilizes appropriate project management tools, processes, and procedures
-Lead activities with Computer Support Technicians to plan and coordinate desktop and peripheral device maintenance activities. -Ensure Computer Support Technicians have the proper resources to do their job. -Communicate with Computer Support Technicians and staff regarding outages. -Coordinate support coverage as needed. -Provide Mentoring and Coaching to staff. -Assess end-user needs to identify and implement process improvements. -Assist Computer Support Technicians with support coverage as needed. -Develop policies and procedures for the Computer Support and Help Desk teams. -Review work orders to ensure they are being completed efficiently, effectively and in a timely manner. -Research and assess new and trending incidents and provide possible solutions to minimize impact. -Monitor quality standards and controls within the team. -Manage technology projects. -Report on technology inventory.
-Troubleshot malfunction of hardware devices, including laptops, desktops, printers, scanners, barcode readers, digital cameras and other technology tools. -Trained and assisted users in the proper use of district technology resources. -Provided technical support for students and staff on hardware, software and web-based resources. -Deployed and maintained operating systems and software titles for each building via disk imaging and other automated deployment technologies.
-Managed communications for all ministries between two church congregations -Provided a social media presence through Facebook, Twitter, Instagram, and blog posts -Produced videos for the use of the church -Created graphics for both print and web design -Maintained and updated website