Relocating to Seattle in Spring 2015

About Me

I have 12 years experience in IT management, with over 280 student employees working for me during my career.  Great customer service is important to me, and I've pushed my team to keep a 95% "very satisfied" rating with USD. The projects I've managed & worked on have saved thousands of dollars & improved response times. I've built a wide range of technical and professional skills and thrive in an ever-changing environment.

Work Experience

Jan 2008 - Present

Manager, Student Technology Services
IT Services - University of San Diego, San Diego, CA
  • Manage team of 30 – 45 student employees (7.5 FTE) providing support for 33,000+ users, primarily current students and alumni
  • Run major events, such as move-in weekend tech support & faculty open house
  • Trains student employees (160 to date) with no previous experience on a variety of subjects, from basic networking using tangerines to advanced file recovery in Linux
  • Reduced average wait time for computer repairs by 2.5x
  • Administer of incident/service request management system BMC Footprints.  Experience with other ITIL systems, including Zendesk, ServiceNow, and Cherwell
  • Develop and maintain multiple web applications & integrations between ticketing system, account systems & telephony using PHP, Twilio and MySQL
  • Serves as project manager for various projects, including K1000 Asset Implementation, KB integration with ITS website, & Torero Ready computers

May 2007 - December 2007

Program Manager
IT Services - Washington State University, Pullman, WA
  • Managed day-to-day operations of Student Computing Services, a department of 120 student employees in various positions, including Human Resources, Graphic Design, Public Relations, Management, & Programming
  • Provided technical support, training, and labs to WSU’s 16,000+ students
  • Project manager for Connected Magazine, a Dell-sponsored publication with documentation and technical articles for WSU’s 16,000+ students
  • Project lead for unification of student help desk with faculty/staff help desk

August 2003 - May 2007

Help Desk Tech Coordinator
IT Services - Washington State University, Pullman, WA
  • Managed student technology help desk with approx. 20 student employees, providing technical support to 16,000+ students
  • Assistant administrator to Cisco Clean Access server
  • Created/maintained user documentation project with MediWiki
  • Planned and implemented mailing list replacement Mailman
  • Coordinated Fall rollout of technology services to students
Volunteer Experience

May 2013 - January 2015

Marketing Coordinator
San Diego Makers, San Diego, CA
  • Led a team of 30 volunteers marketing the inaugural San Diego Mini Maker Faire while serving on advisory board for event
  • Coordinated communication and day of activities at the fair with 5,200+ attendees
  • Ran social media campaigns to increase awareness, including “Make a BUZZ!” to spread flyers across county and blog posts with Qualcomm
  • Supported makers in Balboa Park museums for STEAM Family Day 2014
  • Developed text messaging alerts and mobile site to engage attendees during the faire
  • Volunteered at TedXAmericasFinestCity 2013, launching paper rockets with attendees while promoting STEM
  • Taught an introductory course of embedded systems programming

November 2012 - November 2014

Mentoring Advisory Committee Member
SIGUCCS, Nationwide
  • Ran inaugural mentoring program for professional organization, with 60 mentors & 60 mentees over the two years
  • Designed and presented poster for SIGUCCS yearly conference

Bachelor of Business Administration – Marketing
University of San Diego


  • ITIL Foundations (v3 2011)
  • PMP (In Progress)
Papers & Presentations