Experience

Digital Aid Seattle

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• Chief Operations Officer (Volunteer)

  • Oct 2023 - Present

  Seattle, Washington, United States Building a start-up nonprofit that helps turbocharge local NPOs ability to serve our community with open-source technical solutions. Our vision is that society will one day equip altruistic organizations as well as we equip for-profit companies.

• Business Program Manager (Volunteer Role)

  • Jul 2023 - Oct 2023

  Seattle, Washington, United States Working to build a start-up non-profit helping local NPOs serve our community by developing custom open-source technical solutions.



DS Consults

• Information Services

• Business Consultant

  • Oct 2023 - Present

  Seattle, Washington, United States



CDW

• Australia
• Professional Training and Coaching

• Higher Education Consultant

  • Sep 2022 - Apr 2023

  Seattle, Washington, United States ● Delivered consultation and support to 26 institutions to secure teaching and learning for 320,000 users achieving 100% positive feedback from respondents. ● Communicated complex technical concepts to clients with variable technical knowledge levels via email, direct message, support tickets, video conferencing, and live demonstration. ● Improved product deliverables for key services resulted in better client experience, reduced time spent by coworkers, and increased… Show more ● Delivered consultation and support to 26 institutions to secure teaching and learning for 320,000 users achieving 100% positive feedback from respondents. ● Communicated complex technical concepts to clients with variable technical knowledge levels via email, direct message, support tickets, video conferencing, and live demonstration. ● Improved product deliverables for key services resulted in better client experience, reduced time spent by coworkers, and increased accessibility by 50%. ● Developed custom technical engagements from client consultation incorporating technical components, configuration services, and change management roadmap. ● Deployed style guide and deliverables to unify reports across 20 services. ● Enhanced business processes; increased peer engagement; exceeded weekly goals by 30%. Completed Projects, 5 Service Improvement: Audit Report Template Update, Service Improvement: Deliverable Alignment, Process Improvement: Updates and Analysis, Process Improvement: Document Template Updates, Process Improvement: Promotional Service Delivery Tracking Technical Skills and Tools Process Diagramming, Visio, Mermaid.js, Markdown Project Management, Monday.com, Report Generation, Google Workspace Admin Console, Google Apps Manager (GAM), Shell Scripting, Python, Data Analysis, DataStudio, Google Sheets, Google Docs, Technical Support, Zendesk, Google Meet, Appointlet, Pipedrive, Salesforce Show less



New York University

• Higher Education
• 700 & Above Employee

• Manager, Personal Computing Technologies

  • Sep 2019 - Sep 2022

  Seattle, Washington, United States ● Optimized service request-to-fulfillment pipeline to 30 minutes, down from 7 days implementing an automation project; managed stakeholders and task owners. ● Organized and chaired a cross-department IT leadership steering committee with 18 member stakeholders; improved client satisfaction, service perception, and trust. ● Received public commendation from executive leadership for demonstrating IT service management excellence by engaging with client stakeholders and improving… Show more ● Optimized service request-to-fulfillment pipeline to 30 minutes, down from 7 days implementing an automation project; managed stakeholders and task owners. ● Organized and chaired a cross-department IT leadership steering committee with 18 member stakeholders; improved client satisfaction, service perception, and trust. ● Received public commendation from executive leadership for demonstrating IT service management excellence by engaging with client stakeholders and improving delivery. ● Recognized for managing high-performing teams based on annual goal setting, peer feedback, peer review, public comment, and executive leadership. ● Ranked top 5 in service delivery for three services from client satisfaction survey by enabling self-service support through change management, process documentation, and peer training of support staff. ● Discovered $2 million annual cost savings through data analysis; presented options, recommendations, and risk to executive stakeholders resulting in a multi-year program. Completed Projects, 10 Service Maturity Program - Process Improvement: Knowledge Management, Process Improvement: Change Management, Process Improvement: Problem Management, Service Improvement: Service Steering Committee Formation General Projects - Business Process Improvement: SaaS Service Onboarding, Service Implementation: DMARC Operationalization, Discovery Project: Google Drive Storage Mitigation, Service Improvement: Secure Collaborative Storage, Service Improvement: Virtual Computer Lab PaaS Provider Transition, Business Process Improvement: Self-Service Tool Deployment Technical Skills and Tools Data Analysis, Tableau, DataStudio, R, R Studio, Python, Shell Scripting, Report Generation, KPI Evaluation, AWS Athena SQL, Git, Google Sheets, Google Workspace Admin Console, Google Apps Manager (GAM), ServiceNow, Shell Scripting, AWS Cloud Watch, Proofpoint, Identity Management, Active Directory, Groups Management

• Information Technology Engineer

  • Aug 2012 - Sep 2019

  Seattle, Washington, United States ● Achieved 96% service maturity score by developing and deploying process workflows for software procurement for IT services which resulted in the development of better client resources. ● Saved 40% in energy costs from 900 computers by leveraging reporting and metrics to influence the decision to close low-traffic computer labs off-peak hours. ● Deployed live computer workstation availability metrics publicly on informational displays at four computer lab sites using web… Show more ● Achieved 96% service maturity score by developing and deploying process workflows for software procurement for IT services which resulted in the development of better client resources. ● Saved 40% in energy costs from 900 computers by leveraging reporting and metrics to influence the decision to close low-traffic computer labs off-peak hours. ● Deployed live computer workstation availability metrics publicly on informational displays at four computer lab sites using web development methodologies, JavaScript, HTML, and CSS. ● Increased disruption preparedness for 40 mission-critical services created playbooks and response workflows, reducing Major Incident response time and coordination of effort. Completed Projects, 5 Systems Improvement: Software Licensing Platform Migration, Business Process Improvement: High-Availability Incident Response, Business Process Improvement: Software License Procurement and Consolidation, Service Improvement: Computer Lab Availability Mapping, Business Process Improvement: Computer Imaging Technical Skills and Tools Systems Administration, Active Directory, Group Policy Manager, Windows Server, Remote Desktop Protocol, Command Line Scripting, Networking, Nagios, Report Generation, KPI Evaluation, ServiceNow, Google Sheets, Web Development, HTML, CSS, JavaScript, Git, Jira

• Senior Computer Lab Technician

  • Jun 2011 - Aug 2012

  Greater New York City Area ● Delivered ten in-person onboarding and training sessions for 100+ faculty and staff to demonstrate the Google Workspace for Education suite of apps over three months. ● Interviewed, hired, onboarded, and managed 20+ student employees across four sites each semester. ● Developed role-specific training materials and student employee onboarding processes. ● Provided mentorship, professional guidance, performance feedback, and corrective actions. ● Created materials… Show more ● Delivered ten in-person onboarding and training sessions for 100+ faculty and staff to demonstrate the Google Workspace for Education suite of apps over three months. ● Interviewed, hired, onboarded, and managed 20+ student employees across four sites each semester. ● Developed role-specific training materials and student employee onboarding processes. ● Provided mentorship, professional guidance, performance feedback, and corrective actions. ● Created materials, including documentation and video guides as support references for common issues. Completed Projects, 4 Business Process Improvement: Student Employee Hiring, Business Process Improvement: Student Employee Scheduling Automation, Service Implementation: Google Apps for Education, Service Improvement: Google Apps for Education Client Onboarding and Training Technical Skills and Tools Systems Administration, Active Directory, Group Policy Manager, Windows Server, Remote Desktop Protocol, Networking, Pharos Print Server, Report Generation, ServiceNow, Google Docs, Google Slides, Google Sheets, Google Drive, Google Calendar, Gmail, Google Apps Script, Web Development, HTML, CSS, JavaScript, Git, Jira

• Computer Lab Technician

  • Jan 2011 - Jun 2011


The Fresh Air Fund
• United States
• Civic and Social Organizations
• 100 - 200 Employee
• Data Entry Manager

  • 2009 - 2010