Director of Technology

• Jun 2023 - Present

Associate Director, OIT Support Center

• Sep 2021 - Jun 2023

Enterprise Systems Administrator

• Mar 2018 - Sep 2021

• Install, configure, support, troubleshoot and administer a 90,000 plus user Active Directory Network, spanning over 30 sites.• Provide scripting for automation and management of directory objectives, such as users, computers, printers, mailboxes.• Provide directory service security and NTFS file-system security integration to include object ACLs, AGLP account/group management, security policy editor and user rights.• Maintain current knowledge of trends and future directions in Active Directory Network infrastructure.• Maintain best practices and standard operating procedures related to system administration and server operating environment.• Provide support to other IT staff in the Active Directory Network.• Install and configure Dell & Cisco UCS servers for the Active Directory network, the data center and at the remote campuses. Show less

Senior Campus Technology Technician

• Oct 2015 - Mar 2018

• Coordinated and oversaw the technical support activities of all Hardware & Software Technicians within the Houston Community College System• Provided direct technical support to the Chancellor and the Executive Cabinet for meetings, organizational events, and office visits.• Installed, modified, troubleshot, and repaired PC/Mac hardware and software. • Managed large-scale PC/Mac OS & Application deployments utilizing SCCM & Jamf Pro.• Performed system back up and recovery for client workstations, mobile devices and servers.• Monitored the functioning of PC/Mac equipment to ensure systems operated at optimal levels by recording, storing, and manipulating data for analysis.• Managed the setup and maintenance of computer-training classrooms. • Supervised, managed, and staffed instructional labs. • Conferred with college representatives to obtain information on limitations and capabilities of existing systems in accordance with project load requirements. • Assigned work orders and monitored the effectiveness of the processes used by Hardware & Software Technicians to resolve client issues.• Prepared and revised call center management records to ensure adherence to the SLA and OLA in resolving work orders and the completion of assigned projects. • Maintained an IT asset inventory list to ensure maintenance, repair and decomission of computers were completed on time and within the warranty expiration dates.• Researched, evaluated, and recommended equipment purchases to enhance operational efficiency and user satisfaction. Show less

Campus Technology Technician (Service Desk)

• Jun 2015 - Oct 2015

• Provided remote technical support for all HCC Faculty, Staff and Students utilizing BMC's Magic, Remedy Force and Track-IT! systems in accordance with the established SLA and OLA• Utilized the Automated Call Distributor (ACD) and Unified Call Content Express(UCCX) service desk agent systems in support of call accounting and processing• Notified internal and external users of identified service and system issues and confirmed outages in IT• Maintained complete, accurate and up-to-date tracking information through the lifespan of assigned issues/requests• Provided after-hour, weekend and holiday support as required by the needs of the College during scheduled and unscheduled service maintenance windows Show less

Senior Technical Support Advisor/Team Manager Backfill - CPU

• Dec 2012 - Apr 2015

• Provided senior level hardware support for the Macintosh, iOS, and Peripheral product lines including repair and replacement coordination subject to rigorous testing and diagnostic analysis • Provided senior level software support for macOS, iOS, watchOS, tvOS, iWork/iLife suites, and Windows XP/7/8 (iCloud, iTunes, and Bootcamp) • Played a major support role in the launch of Mac OS X Mavericks and Yosemite, iOS 6/7/8 and the Apple Watch by bridging the knowledge gap between these products and the end-users recognized with several individual and team performance-based awards • Effectively executed staff management and leadership tasks such as day to day staff supervision, handling staff and customer escalations, identifying staff training and development needs in supporting career path development, monitoring and measuring agent level performance, providing regular coaching, providing formal and informal performance feedback both team-based and one-to-one taking corrective action as required, and holding regular staff meetings on a daily, weekly and monthly basis • Collaborated with other Team and Area Managers on initiatives to drive operational improvements such as improving customer satisfaction, sharing best practices, policy planning, program development, staffing, strategy and budget planning, and identifying trends to forecast business needs Show less

User Support Specialist - IT

• Sep 2012 - Dec 2012

• Managed the student laptop checkout program, technical support/supervision of the computer labs and faculty, staff & student walk-ins within the Marilyn Davies College of Business • Evaluated and tested new software applications and hardware in accordance with USS policy • Served as project lead for the “Ghost Imaging” initiative which delivered written processes and procedures regarding the imaging of PC desktops and laptops • Mentored junior staff in standard hardware and software support best practices Show less

Enrollment Services Generalist

• May 2009 - May 2010

• Provided general information and answered inquires received via telephone, web-based technologies, and walk-in customers regarding Admissions, Records & Enrollment, Student Financial Services and Scholarships & Financial Aid. • Effectively identified, assessed, and provided resolutions for a myriad of issues/complaints from students, faculty and staff by working in tandem with internal departments & external entities while utilizing advanced system software (Oracle's PeopleSoft) • Remained up-to-date on state, federal, and university rules, policies, and procedures while providing guidance to junior-level staff on rule, policy, and/or procedure interpretations. • Assisted with developing, conducting, and analyzing customer service surveys and results; assisted with developing ways to implement strategies to address, maintain, or improve performance. • Participated in professional development activities including training for staff and new employees. • Prepared recurring/ad-hoc reports and managed the completion of projects as assigned. Show less