IT Manager in Seattle Area

About Me

I have 14 years experience in IT management in various education and government positions. The projects I've managed or worked on have saved thousands of dollars & improved response times. 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

July 2015 - Present

Client Services Lead
Information Technology - City of Bellevue
  • Manage team of 7 employees providing desktop, software, account, and mobile support for 1600 city employees
  • Migrating city to Windows 10, including image and GPO creation
  • Administer of incident/service request management system BMC Footprints.  Experience with other ITIL systems, including Zendesk, ServiceNow, and Cherwell
  • Produced SPARK Technology Fair, a showcase of technology talks and vendors for inspiring technology usage by city employees.  This event won the inaugural City Manager’s Innovation Award.
  • Moved city from aging technology asset database to modern database and procedures using Lansweeper

Jan 2008 - June 2015

Manager, Student Technology Services
IT Services - University of San Diego, San Diego, CA
  • Managed team of 30 – 45 student employees (7.5 FTE) providing support for 33,000+ users, primarily current students and alumni
  • Ran major events, such as move-in weekend tech support & faculty open house
  • Trained 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
  • Administrator of incident/service request management system BMC Footprints.
  • Developed and maintain multiple web applications & integrations between ticketing system, account systems & telephony using PHP, Twilio and MySQL
  • Served 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

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
Education

Bachelor of Business Administration – Marketing
University of San Diego

Certifications:

  • ITIL Foundations (v3 2011)
Papers & Presentations