Relocating to Seattle in Spring 2015

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About Me

I have 12 years experience in educational IT, having managed and trained over 280 student employees over my career.  Great customer service is important to me, and I've pushed my team to keep a 95% "very satisfied" rating with USD. I've built a wide range of technical and professional skills and thrive in an ever-changing environment.

Work Experience

Jan 2008 - Present

Student Technology Services Manager
Information Technology Services - University of San Diego, San Diego, CA
  • Manage student support for USD’s 8,000 students and 25,000+ alumni with a team of 30 – 45 student employees (7.5 FTE)
  • Run major events, such as move-in weekend tech support and annual technology showcase
  • Training student employees on a wide range of subjects, from basic networking using tangerines to advanced file recovery in Linux
  • Administering incident/service request management system (BMC Footprints)
  • Develop and maintain multiple web applications & integrations between ticketing system, account systems & telephony
  • Serves as project manager for various small and medium projects, including K1000 Asset Implementation, KB integration with ITS website, & Torero Ready computers

May 2007 - December 2007

Program Manager
Information Technology Services - Washington State University, Pullman, WA
  • Managed day-to-day operations of Student Computing Services, which provided technical support, training, and labs to WSU’s 16,000+ students
  • Supervised approximately 120 student employees in various positions, including Human Resources, Graphic Design, Public Relations, Management, & Programming
  • Project lead 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
  • Worked with IT Security and server administers to roll out new services to campus

August 2003 - May 2007

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

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

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
  • Coordinated day of activities at the fair with 5,200+ attendees
  • Taught an introductory course of embedded systems programming
Education

Bachelor of Business Administration – Marketing
University of San Diego

Certifications:

  • ITIL Foundations (v3 2011)
  • PMP (In Progress)