Experience

• 

  Butler county community college

  Jan 1999 - May 2014

  Part-time instructor
• 

  Ascc inc.

  Jan 2004 - Jan 2007

  Sales / engineering / it support

  Provide computer and network support; develop and maintain database management; answer incoming phone calls; data entry; work closely with Engineers and Sales to provide assistance with creating relationships with new vendors, takeoffs from electrical drawings and handle bid administration.

• 

  University of pittsburgh

  Jan 2007 - now

  Ensure customer satisfaction, foster connections, and deliver outstanding experiences by advocating for the organization's IT vision and strategy. Work closely with leadership and cross-functional teams to cultivate a customer-centric culture, grasp customer needs, enhance the Net Promoter score, establish and nurture relationships, formulate customer success plans, communicate proficiently, monitor metrics, act as the primary point of contact, assess customer journeys, facilitate teamwork, evaluate campaign performance, and boost the Net Promoter score. Demonstrate critical thinking and interpersonal skills to identify and resolve issues with attention to detail, strategic planning, multitasking abilities, prompt responsiveness, effective communication, and a grasp of technology's strategic direction and organizational objectives. Mas kaunti Responsible for providing direction, advice, and oversight to the End Point team. Ensure that employees understand their duties and delegated tasks. Assess End Point performance and provide mentoring and guidance on an individual basis. Ensure that business goals, deadlines and performance standards are met. Assist in developing and implementing procedures and processes that achieve and maintain high levels of customer satisfaction. Define best practices and ensure that the End Point processes and procedures align with the needs of the University and SLAs. Responsible for the continual development of the End Point team. Mas kaunti Managing the daily activities of the School of Law’s Information Technology Services Department. Provides oversight for computer hardware and software purchases, maintenance of hardware and software infrastructure, coordination of telephone and data services, coordination of audio-visual (AV) services and maintenance of the Pitt Law website and internal databases. Responsible for providing timely responses to AV and IT-related questions and problems experienced by Law School faculty, staff and students. Develop and implement the long-term Information Technology strategy for Pitt Law. Manage staffing of IT specialists to accomplish goals of the department. Mas kaunti First line of support for the University, providing support over the phone, Internet and e-mail for various technology issues. Identifying, researching and resolving technical issues, including software or hardware, in a timely fashion. Acting as liaison between System and Network Engineers to disperse timely information in the form of a knowledge base article or training. Escalate issues that are not possible to resolve over the phone and ensure that steps taken and data needed is passed to those teams. Mas kaunti

  • Customer Success Manager

    Jan 2023 - now

  • End Point Supervisor

    May 2022 - Jan 2023

  • Information Technology Business Partner

    Mar 2022 - May 2022

  • Director of Information Technology and Networking

    Jan 2014 - Mar 2022

  • CSSD Consultant

    Jan 2010 - Jan 2014

  • Help Desk Analyst

    Jan 2007 - Jan 2010