Senior IT Service Management Analyst

• May 2017 - Present

Under the direction of the Service Management Program - Develop interactive and engaging ITSM training - Manage the OCM and adoption efforts - Partner with internal and external customers to develop catalog items and other requests for enhancements - Apply my depth of higher education and service management to achieve business objectives and contribute to the service portfolio - Using Human Centered Design develop and maintain a customer friendly service catalog - Work with release management to develop and implement sound testing - Lead CSI efforts by proactively seeking improvement opportunities Show less

IT Services and Project Lead

• Jul 2013 - May 2017

Under the direction of the Senior Manager of IT Operations and Project management, develop tools and processes for ITIL based solutions with a focus on processes that improve the availability of business services, applications and operating systems, including all related configuration items. Develop roadmaps for deploying tools, technologies, and processes for maintaining optimal IT services and service operations. Identify opportunities for process and service improvements. Align service management improvement projects and initiatives with University strategic plan. • Charged with leading the effective delivery of capabilities supporting ITIL processes and ITSM tools utilizing industry best practices. Drive technical teams to implement improvements in people, process, products, and partners resulting in improved IT Service Management performance and reliability. • Apply a breadth and depth of technical experience across the spectrum of IT Service Management using the ITIL framework, leveraging in-depth knowledge and experience in these specific areas by identifying potential areas where existing capabilities and processes require change and where new ones need to be developed, especially to meet future business demands. • Architect and design IT Service Management solutions based on an analysis of how the proposed approach will impact customers and stakeholders. Partner with support teams to design and implement integrations among various processes and tools. Includes detailed rules and procedures for identifying and resolving issues across all ITSM domains related to each functional IT department’s area of responsibility. • Enabling new short-term opportunities and competitive advantages. Meet with customer/stakeholders to identify strategy plans that correlate to their short - and long-term business objectives. Show less

Adjunct Professor

• Aug 2011 - Aug 2014

Taught "Computer Applications in Sociology". The course consisted of learning SPSS, Microsoft Office, introduction to computers and how they work. Students were required to complete a project using SPSS to do the analysis and write a paper using APA format.

Acting Director of IT and Physical Operations for H&SS

• Feb 2012 - Jun 2013

Develop strategic management for IT services for the College of H&SS. Establish service level management for all HSS IT services. Manage both small and large remodeling projects in College and departmental administrative space. Serve on IT executive committees and campus wide planning committees for academic and non-academic space.

College of H&SS IT lead - Network Analyst

• Sep 2001 - Feb 2012

Provide IT direction for HSS IT Services Group. Lead technical group tasked with providing supportive IT services both academic and administrative in nature. Serve on campus IT security and infrastructure committees. Ensure daily IT operations are run efficiently and effectively.

College of H&SS Assistant CIO at CSUF

• May 2011 - Jan 2012

Provide IT leadership skills and direction for the College of H&SS. Serve on College level IT steering committee. Act as College IT liaison to Central IT and participate in piloting new IT programs and services. Establish processes and activities around IT service management. Participate on several campus wide IT committees.

Equipment Systems Specialist

• Sep 1999 - Sep 2001

Behavioral Specialist

• Aug 1995 - Aug 1999