Portland, Oregon Metropolitan Area
Experienced Information Technology Coordinator with a demonstrated history of working in the higher education industry. Skilled in Windows, OS X, OnBase, Asset Management, Active Directory, Request Tracker, Networking, Project Coordination, and Team Management. Strong education professional with decades working in student facing IT services.
Manager for 3 FTE direct reports and 20 student employees providing in-person and remote technology support appointments for the university.
Direct supervision of a team of 40-50 tier 1 IT support student technicians. Responsibilities included merging helpdesk support and computer lab attendant teams, including unifying policies and procedures. Defining and documenting expectations and processes to a broad audience including team members, cross-departmental staff, and user facing groups using the Jira Ticketing System, a Confluence knowledge-base, Google Suite, and other enterprise solutions. Led and managed project teams including a project to automate our onboarding process using the OnBase Content-Management System. Worked with the Field Technology Service Team to navigate communication challenges between our student technicians by listening and cooperatively establishing protocols for more effective communication and relationship building between teams. Provided backup support coordinating schedules for computer classroom access with various departments around the university. Provided escalated support for issues with high challenge or complexity. Built 360 degree performance evaluations for student employees. Built a new rotation staffing model which reduced the costs associated with finding daily coverage by 97% and effectively increased the service levels we provided to campus partners while saving them tens of thousands of dollars. Managed $0.5M budget. Negotiated product improvements with scheduling software vendor Zoomshift.
IS Support using Oracle SQL for Banner ERP, DataMaster BI data warehouse, Talisma CRM, and OnBase CMS. Regular duties also included role based account administration, GPG Data Encrytion, and standard IT support projects using Asana PMS and Request Tracker.
Tier 2 support of over 16,000 end user workstations at 116 different locations. Helped save schools thousands of dollars by redesigning the standard layout of WAPs. Led small teams on summer projects to migrate the district to Active Directory and reallocate equipment from closing to expanding sites resulting in frequently early project completion.