IT Manager in Seattle Area

Resume

Resume

 I have 15+ years experience in IT management and technical support, primarily focusing on education, government, and nonprofits. I pride myself as a person who thrives with any challenge. Whether it’s hiring and training my staff, project managing a $750,000 PC replacement, or serving as the technical lead for a rollout, you’ll find me working with a smile (and loving everything I do).

Work Experience
Client Services Lead
July 2015 – Present
Information Technology – City of Bellevue
  • Supervise team of 7 employees providing support for 1,600+ users across departments, including public safety and utilities
  • Manage hardware standards and PC replacement program, including a $750,000+ replacement project in 2016. Analyze technology needs of teams, most recently selecting and implementing rugged tablets for our Fire EMTs and deploying new POS registers
  • Serve on ITD leadership team, where we align department direction, manage budget, and guide organizational culture
  • Deploy and support virtual servers and applications. Experience with Windows 2012 R2, 2016, and Debian Linux
  • Modernized technology asset management system and processes, implementing Lansweeper and expanding department visibility to assets
  • Ran inaugural Spark Technology Fair, a collection of talks and interactive demos to inspire regional government employees to embrace new technology. This event won the City of Bellevue’s first City Manager Innovation Award
  • Administer of ITSM incident/service request system BMC Footprints. Develop SLAs, escalations, metrics, and processes used throughout ITS
Manager, Student Technology Services
Jan 2008 – June 2015
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
Program Manager
May 2007 – December 2007
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
Program Manager
May 2007 – December 2007
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
Help Desk Tech Coordinator
August 2003 – May 2007
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
Marketing Coordinator
May 2013 – January 2015
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
Mentoring Advisory Committee Member
November 2012 – November 2014
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
Professional & Tech Skills
Customer Service
Dell/Kace K1000
Design
Employee Development
BMC Footprints
HTML/CSS
Javascript/JQuery
MySQL
PHP
Objective C
OS X
Project Management
Roku/BrightScript
Technical Support
Training
Ubuntu / Debian Linux
Windows (All Versions)