SUMMARY:

Collaborative IT leader with 15 years of technology experience across higher education, finance, manufacturing, and supply chain. History of using servant leadership to improve staff engagement and reduce turnover over 8 years leading technical teams. Passionate about improving processes, reducing waste and delivering IT solutions that delight customers. Proven communicator that excels at working with senior management and delivering technical ideas to any audience. Brings vision and purpose to IT products and services that drive decisions and enable staff line of sight to the mission.

WORK EXPERIENCE:

Manager, Enterprise Content Management

Confidential, Ann Arbor, MI

Responsibilities:

• Acted as Product and Service Manager for 3 campus - facing services and 9 different IT products (including ServiceNow), providing top tier services to over 7000 unique customers across multiple campuses.
• Reduced voluntary employee turnover from 80% to 0% year over year by making data driven personnel decisions, limiting work overload and giving staff authority and autonomy in their work.
• Reduced time needed for hiring, onboarding, and time off request processes and won the first Confidential process improvement challenge for my efforts.
• Founded a community of practice for Lean IT and advocated for agile practices to encourage faster value realization by customers and ensuring technical solutions are meeting customer business needs across the enterprise.
• Established the Plan-Do-Check-Adjust problem solving method for IT analysts, which improved disciplined problem solving, solution delivery times, and customer acceptance.
• Developed and implemented product and service strategies that promoted a shared vision among support staff and allowed for informed decision making for both leadership and frontline staff.
• Implemented Kanban and visual work management methods to manage work from multiple competing stakeholders, which improved transparency with customers, more efficient prioritization and completion.
• Improved inter-department communications by leveraging chat rooms, face to face customer meetings, and consolidating staff to a single location which resulted in 6-7 fewer hours of meetings per week.
• Improved employee morale by using the established rewards system and added additional rewards to motivate employees to seek process improvement opportunities, resulting in 7 new improvement projects.
• Emphasized delivering value to customers through standardized service offerings and clear guidelines, which lead to a 25% increase in service adoption, improved support reputation and stronger customer relationships.

IT Solutions Consultant

Confidential, Ann Arbor, MI

Responsibilities:

• Saved the company $17 million in hardware costs through experiments and data collection to support decisions to implement new operations functionality.
• Led development of solutions, costing models, and business analysis to deliver recommendations and results concerning IT solutions and operations technology capabilities to upper management.
• Ensured all technology solutions and met high standards were easy to understand by developing documentation and templates for RFP responses, solution design, testing and costing models.
• Acted as IT subject matter expert for operations activities, including acting as a knowledge center of current solutions, ongoing implementations, support functions, resource information and technical capabilities.
• Facilitated development of strategic business solutions that combined knowledge of particular business processes and issues, with general technological options and process facilitation techniques.
• Partnered with business leaders to facilitate alignment of technical projects to the project management process.
• Provided process and design consulting involving the use of SharePoint and process management software to create a good user experience, clear outcomes and increased adoption.

Senior Business Intelligence Analyst

Confidential, Ann Arbor, MI

Responsibilities:

• Enabled decisions that saved $100 million annually by creating a new model that identifies bottlenecks and peak utilization periods in the freight network.
• Developed reports and analysis that demonstrated before and after comparisons of Lean Kaizen initiatives that helps showcase results to stakeholders and enabled improved insight into improvement initiatives.
• Championed process improvements to aggregate workflows using existing technology, reducing the cost and footprint of technology and simplifying processes.
• Volunteered to lead projects designed to clean-up and maintain public-facing data objects to reduce technical debt and improve customer experience when using MicroStrategy Analytics platform.
• Collaborated closely with executive management to provide advanced open-ended analytics that drove decisions at the strategic and operational level and helped reduce operational expenses by over $5 Million annually.
• Participated in the Voices and Values Team to help create and maintain an exciting, innovative, and rewarding workplace leveraging employee satisfaction data to identify areas for improvement.
• Championed improved data interoperability between PeopleSoft and MicroStrategy systems in order to augment Human Resource analytics, which created reliable data and reduced reporting times by over 90%.

IT Instructor

Confidential, Fairfax, VA

Responsibilities:

• Developed and delivered new courses on helpdesk operations and hardware lifecycle for A/V professionals.

IT Project Manager

Confidential, Williamston, MI

Responsibilities:

• Reduced software deployment times by over 80% by developing an automated system for business critical shipping software.
• Increased efficiency of Confidential order processing by implementing an automated and easily-expandable architecture.
• Authored and maintained over 50 knowledge articles and internal documents based on established best practices and industry standards, reducing escalation of incidents by 40% annually.
• Managed 4 complex technical projects in marketing and manufacturing operations which increased efficiency and inter-department communication through consolidation of technology.
• Selected, implemented, and supported solutions and tools to adapt to evolving business requirements and provide a reliable and transparent infrastructure for business customers.

Lead Support Engineer

Confidential, Southfield, MI

Responsibilities:

• Increased engineer response times by creating a centrally managed SQL query interface for server executed scripts that resolved common customer requests.
• Improved customer satisfaction by implementing a new service desk system that leveraged a knowledge base, improved ticket activity tracking and a robust customer portal.
• Frequently communicated with external executives and sales teams while consulting as a technical sales engineer.

IT Manager

Confidential, Harbor Springs, MI

Responsibilities:

• Reduced technology incidents by 60% year over year through effective staff training, remote support solutions, and preventative maintenance over first 6 months in the position.
• Attained 99.999% uptime through regular disaster recovery planning and redundant multi-site servers.
• Created a community program assisting local businesses through on-site consultation in electronic banking services, which resulted in increased customer retention and an increase in use in electronic services.

Senior Network Technician

Confidential, Mt Pleasant, MI

Responsibilities:

• Supervised 10-12 technicians on support calls and coordinated with scheduling and work distribution.
• Lead multiple campus projects, including asset tracking, SharePoint Integration, and Housing System testing.