Director Of Technology

• Apr 2017 - Present

Director Of Technology

• Jul 2018 - Jun 2020

District Technology Director

• Apr 2017 - Jun 2020

Lead Technical Support Specialist

• Jun 2016 - May 2017

Service Desk Supervisor

• Oct 2012 - Jun 2016

Successfully grew from scratch a service desk team that provides high quality customer service to end users with diverse needs across a complex organization operating in four northwest states. Monitored trends to pinpoint service gaps and identified essential skills and resources to fill needs. Hired collaborative, committed individuals for their customer service focus and provided on-the-job training and formal professional development to build necessary technical skills. Developed measurable performance objectives for team members and coached individuals, using formal performance evaluation tools as well as informal monthly meetings dedicated to achievement of goals. Utilized clarity, humor, and a positive work ethic to establish team culture. Reduced mean-time-to-repair significantly and strengthened end user perception of the IT team, ensuring high customer satisfaction and technology function through process improvement. Ensured numerous organization-wide technology deployments were successful and seamless for end users by planning and leading the change process. Established a clear vision and measureable milestones, communicated effectively and frequently with stakeholders, anticipated end user training and support needs, and led a team in providing responsive customer service across the deployment lifecycle. Accurately forecasted business environmental changes and developed budgets aligned with phased technology replacement schedules. Monitored and maintained expenditures against budgets. Identified cost efficiencies and reduced waste. Ensured exceptional compliance with HIPAA requirements and the highest degree of confidentiality with medical record document management systems that processed millions of patient records annually. Show less

Technical Support Manager

• Aug 2005 - Jun 2012

Managed a team of five network and PC repair technicians in diagnosing, triaging, repairing, and installing computer equipment in twelve school district facilities Worked with teachers, administrators, students, and volunteers to support any and all instructional technology needs Trained, installed, and supported the classroom use of SMART Technologies’ interactive whiteboards, interactive projectors, document cameras, and audio amplification systems. Facilitated computer, printer, projector, and other technology resource placement throughout district Designed, built, and installed Windows-client based applications using Microsoft and Novell application management systems Led a group of fifteen teachers, administrators, and technology staff members in determining instructional technology integration tactics Directed the creation of district-wide K-12 technology standards based upon international and local instructional technology models Presented to the school board, district administrative team, and district committees on the importance of educational technology integration in district classrooms Enhanced and developed existing and new curriculum resources and materials to be accessed electronically by district students and teachers Developed district-wide installation procedures and protocols for multimedia projector, interactive whiteboard, and instructional audio systems Produced detail-oriented technical documentation for users and technology administrators Created district and community-wide communications regarding Technology Department projects, news, and notifications Worked with multiple technology vendors in purchases, bid processes, and support/service initiatives Contributed to the building design in four newly built school district facilities Show less

Technical Support Manager

• Sep 2000 - Jun 2005

Developed a strong and varied base of technical knowledge and skills, including Tier I and Tier II support, root cause analysis, ticketing systems, desktop imaging and application management, network topology, phone systems, as well as data center structures. Responded to a wide range of complex IT support issues which included prioritizing competing problems, escalating when necessary, and effectively resolving issues with limited information. Created a system for developing and managing up-to-date policy, procedure, and how-to documentation for end users. Built and managed a team of support technicians. Modeled a strong commitment to customer service, which motivated the team and elevated perceptions of the IT department district-wide. Show less