Carol Rose
Information Technology Specialist at St. Cloud State University- Claim this Profile
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Bio
Tom Hergert
Carol is a responsive and skilled professional, both in technical expertise and understanding and in dealing directly, carefully, and helpfully with clients. When she trained our student personnel they were attentive and effective. Her replies to requests are timely and her focus on creative problem solving is excellent. I recommend her without reservation.
Gail Ruhland, Ed.D
I have known Ms. Rose since 2013 and have found her to be a very competent employee and person. Having worked with her on several occasions, I have found her to always perform any duties assigned beyond expectation. Ms. Rose is one of the brightest, most professional colleagues I have encountered. Her interpersonal skills are exceptional, and her regard for a job well done is superb. She demonstrates a high degree of loyalty and trustworthiness in her work, and has carried out obligations with vigor and resolve.
Tom Hergert
Carol is a responsive and skilled professional, both in technical expertise and understanding and in dealing directly, carefully, and helpfully with clients. When she trained our student personnel they were attentive and effective. Her replies to requests are timely and her focus on creative problem solving is excellent. I recommend her without reservation.
Gail Ruhland, Ed.D
I have known Ms. Rose since 2013 and have found her to be a very competent employee and person. Having worked with her on several occasions, I have found her to always perform any duties assigned beyond expectation. Ms. Rose is one of the brightest, most professional colleagues I have encountered. Her interpersonal skills are exceptional, and her regard for a job well done is superb. She demonstrates a high degree of loyalty and trustworthiness in her work, and has carried out obligations with vigor and resolve.
Tom Hergert
Carol is a responsive and skilled professional, both in technical expertise and understanding and in dealing directly, carefully, and helpfully with clients. When she trained our student personnel they were attentive and effective. Her replies to requests are timely and her focus on creative problem solving is excellent. I recommend her without reservation.
Gail Ruhland, Ed.D
I have known Ms. Rose since 2013 and have found her to be a very competent employee and person. Having worked with her on several occasions, I have found her to always perform any duties assigned beyond expectation. Ms. Rose is one of the brightest, most professional colleagues I have encountered. Her interpersonal skills are exceptional, and her regard for a job well done is superb. She demonstrates a high degree of loyalty and trustworthiness in her work, and has carried out obligations with vigor and resolve.
Tom Hergert
Carol is a responsive and skilled professional, both in technical expertise and understanding and in dealing directly, carefully, and helpfully with clients. When she trained our student personnel they were attentive and effective. Her replies to requests are timely and her focus on creative problem solving is excellent. I recommend her without reservation.
Gail Ruhland, Ed.D
I have known Ms. Rose since 2013 and have found her to be a very competent employee and person. Having worked with her on several occasions, I have found her to always perform any duties assigned beyond expectation. Ms. Rose is one of the brightest, most professional colleagues I have encountered. Her interpersonal skills are exceptional, and her regard for a job well done is superb. She demonstrates a high degree of loyalty and trustworthiness in her work, and has carried out obligations with vigor and resolve.
Credentials
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Master of Science in Management Information Systems
Metro State UniversityMay, 2022- Oct, 2024 -
IT Business Relationship Manager
Professional DesignationsJul, 2021- Oct, 2024 -
Foundation ITIL®
Loyalist Certification ServicesJun, 2013- Oct, 2024
Experience
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St. Cloud State University
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United States
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Higher Education
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700 & Above Employee
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Information Technology Specialist
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Aug 2013 - Present
♣ Served as the team lead for the campus technician team that provides support for over 1500 state-owned devices and more than 600 faculty and staff. ♣ Improved communication and strengthened relationships while serving as the relationship manager to 20 departments in administrative departments throughout campus. ♣ Developed service level agreements (SLAs) between ITS and departments. ♣ Provided site administration for the campus Customer Relationship Management (CRM)… Show more ♣ Served as the team lead for the campus technician team that provides support for over 1500 state-owned devices and more than 600 faculty and staff. ♣ Improved communication and strengthened relationships while serving as the relationship manager to 20 departments in administrative departments throughout campus. ♣ Developed service level agreements (SLAs) between ITS and departments. ♣ Provided site administration for the campus Customer Relationship Management (CRM) software. ♣ Standardized the processes for computer imaging and replacement, resulting in a significant reduction to the number of support incidents created. ♣ Consistently delivered an exceptional level of technical support while providing cloud-based and network solutions including system migration, configuration, administration, and security initiatives. ♣ Served on the Strategic Planning Committee, assisting with plans for engaging students, campus and the community. ♣ Appointed team lead on campus-wide projects including identity management and the Office 365 conversions. ♣ Contributed to Minnesota State system-wide initiatives including the selection and design of an ITSM solution for Minnesota State Colleges and Universities. ♣ Functioned as a liaison between technology vendors, ITS, and campus departments to implement department projects and ensure that ITS projects are aligned with department and campus priorities. ♣ Managed incident management and inventory databases; developed service-related reports. ♣ Quickly escalated or resolved problems by researching and implementing system enhancements that improve security, service, and performance. ♣ Published knowledge base articles and created documentation that reduced the need for customers to contact the service desk for technical support.
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HelpDesk Coordinator
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Jan 2009 - Aug 2013
♣ Provided leadership, guidance and direction to the 40+ student employees that provided level 1 and level 2 support for 200+ electronic classrooms and campus technologies while also providing software and hardware support for all faculty, staff and student personal devices. ♣ Supervised a team that handled approximately 10,000 tickets per year. ♣ Streamlined the application and interview process for student employees employed at the HelpDesk, Computer Store, ResNet or in the labs… Show more ♣ Provided leadership, guidance and direction to the 40+ student employees that provided level 1 and level 2 support for 200+ electronic classrooms and campus technologies while also providing software and hardware support for all faculty, staff and student personal devices. ♣ Supervised a team that handled approximately 10,000 tickets per year. ♣ Streamlined the application and interview process for student employees employed at the HelpDesk, Computer Store, ResNet or in the labs, hiring approximately 25 student employees each year. ♣ Served as the primary technician for over 100 faculty and staff. ♣ Served as a team lead for the user services team. ♣ Assisted with the selection and implementation of RightNow Cloud Services for incident management and Bomgar for remote support of devices. ♣ Assisted with the design and implementation of a new service center that combined sales, lab support, electronic classroom support and technical support for students, faculty and staff ♣ Developed service reports and recommendations to improve services. ♣ Opened and staffed a service desk at a remote location using no additional funds for personnel, equipment, or supplies. ♣ Presented at national and state conferences, including the MnSCU IT Conference, SIGUCCS, and the ResNet Symposium. ♣ Assisted with the creation of a toolkit designed to assist customers experiencing issues with their account. ♣ Provided support for the MHSRC relational databases ♣ Appointed to lead projects due to my strong leadership skills, ability to plan and prioritize, communication skills, and overall performance. Projects include a "Love your Computer" campaign and booths during Advising and Registration Days and other campus events. ♣ Published knowledge base articles and created documentation in print and on the SCSU website, reducing the need for customers to contact technical support.
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Stearns County MN
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United States
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Government Administration
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300 - 400 Employee
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Technology Support Specialist
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Jun 2001 - Jan 2009
♣ Provided Hardware and software support to 750+ customers ♣ Acted as a liaison between ITS and customers to find solutions to meet the needs of our customers ♣ Worked with vendors to install and support software that meets the needs of our customers ♣ Trained staff on technology devices and software ♣ Completed network connectivity troubleshooting ♣ Managed accounts within Active Directory ♣ Configured and deployed new hardware and software ♣ Performed data backup and… Show more ♣ Provided Hardware and software support to 750+ customers ♣ Acted as a liaison between ITS and customers to find solutions to meet the needs of our customers ♣ Worked with vendors to install and support software that meets the needs of our customers ♣ Trained staff on technology devices and software ♣ Completed network connectivity troubleshooting ♣ Managed accounts within Active Directory ♣ Configured and deployed new hardware and software ♣ Performed data backup and recovery ♣ Managed file permissions using Active Directory ♣ Maintained and updated Access databases ♣ Managed virus protection software and ensured rollout across all devices ♣ Served as the IT liaison during the transition to a new database in the Office of the County Attorney Show less ♣ Provided Hardware and software support to 750+ customers ♣ Acted as a liaison between ITS and customers to find solutions to meet the needs of our customers ♣ Worked with vendors to install and support software that meets the needs of our customers ♣ Trained staff on technology devices and software ♣ Completed network connectivity troubleshooting ♣ Managed accounts within Active Directory ♣ Configured and deployed new hardware and software ♣ Performed data backup and… Show more ♣ Provided Hardware and software support to 750+ customers ♣ Acted as a liaison between ITS and customers to find solutions to meet the needs of our customers ♣ Worked with vendors to install and support software that meets the needs of our customers ♣ Trained staff on technology devices and software ♣ Completed network connectivity troubleshooting ♣ Managed accounts within Active Directory ♣ Configured and deployed new hardware and software ♣ Performed data backup and recovery ♣ Managed file permissions using Active Directory ♣ Maintained and updated Access databases ♣ Managed virus protection software and ensured rollout across all devices ♣ Served as the IT liaison during the transition to a new database in the Office of the County Attorney Show less
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Education
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Metropolitan State University
Master's degree, Computer and Information Systems Security/Information Assurance -
1997 - 2001
Minnesota State University, Mankato
Bachelor of Science (BS), Computer and Information Sciences, General
Community
