William Anderson

Experience

• 

  Berklee College of Music

  Jan 2004 - Jun 2019

  • Led a department with 9 full-time staff: 1 Service Desk Manager, 4 Support Consultants, 3 Support Analysts, 1 Account Analyst, and a student employee staff of 16+ in a multi-tiered department• Responsible for hiring, onboarding, and scheduling full-time staff and evaluating their performance• Managed a 1-million-dollar operating budget with authority to submit capital budget requests• Managed all tier 1 and tier 2 technology support via Service Desk/call center for nearly 7000 users: 5200 students, 1700 faculty/staff including support of the enterprise LMS, CRM and ERP systems, data and telephony networks, and all end-user telephony, mobile devices, printers, and computer supportMarch 2018 – present• Responsible for the distribution of faculty, staff, and student portable and desktop computers, desk and mobile phones, and departmental printers• Co-managed software and hardware procurement and distribution for all students, faculty, and staff o Reported on semesterly service and support services to senior management• Utilized dashboards and reporting tools to monitor customer support KPI’s• Managed all Technology Resources related event support, including staffing and technology Show less • Help/Service Desk Manager with 2 full-time reports and 12 student employees• Responsible for hiring, onboarding, scheduling, and reviewing performance• Assisted the Director of Student Technology Services (STS) with STS technology distribution services including procurement, inventory, payment collection, and distribution• Manager of the SCSC help desk for the 4400+ student population• Provided training in the setup and use of the software and hardware• Co-managed Berklee Laptop Purchase Program (BLPP), Bring You Own Device program (BYOD), and the Major Bundle Purchase Program (MBPP)• Participated in vendor relations, acquisition, and storage and distribution functions• Responsible for updating departmental website, administration of STS Casper Suite, OS X Server, and FileMaker ticketing/incident database including design, editing, and scripting• Managed software distribution system, a software registration system, a ticketing database system, web presence at www.berklee.edu/sts, internal support process and servers, as well as provided hardware diagnostic and repair services• Involved in Technology Resources project planning and implementations as well as assist in shaping the mission and vision of Academic Technology at Berklee Show less • Managed a staff of 12 student employees including hiring, scheduling, training, and performance reviews. • Managed and maintained technology inventory that includes computers, keyboards, audio interfaces, headphones, software, registration codes, etc. • Managed general day to day operation of the student support help desk, the Student Computer Support Center (SCSC). • Project and release management for college-wide and/or Technology Resources (IT) centric service additions and/or enhancements. • Maintained student support websites and internal services such as FileMaker ticket and software distribution databases. Show less • Mentor to 8 student employees, including input into hiring, scheduling, training, and performance reviews • Provided tier 1 and 2 technical support for student population of 4200 • Performed hardware repair services for faculty, staff, and students • Co-managed and maintained technology inventory that includes computers, keyboards, audio interfaces, headphones, software, registration codes, etc • Co-managed general day to day operation of the student support help desk, the Student Computer Support Center (SCSC) • Maintained student support websites and internal services such as FileMaker ticket and software distribution databases Show less • Mentor to 6 student employees, including input into hiring, scheduling, training, and performance reviews • Provided tier 1 and 2 technical support for student population of 4200 • Performed basic hardware repair services for faculty, staff, and students as well we facilitated mail-in repairs to Apple repair centers • Assisted the Director with technology inventory that includes computers, keyboards, audio interfaces, headphones, software, registration codes, etc • Assisted the Director with general day to day operation of the student support help desk, the Student Computer Support Center (SCSC) • Assisted the Director with student support websites and internal services such as FileMaker ticket and software distribution databases Show less

  • Director for Technology Support

    Jun 2018 - Jun 2019

  • Associate Director for Student Technology Services

    Jun 2015 - Jun 2018

  • Student Technology Services Manager

    Jan 2014 - Jun 2015

  • Operations Manager, Student Computer Support Services

    Aug 2009 - Jan 2014

  • Support Consultant II

    Jan 2007 - Aug 2009

  • Support Consultant I

    Jan 2004 - Jan 2007
• 

  Welk Resorts

  Jan 2021 - Jan 2022

  Manager, IT Service Desk & GRC
• 

  Marriott Vacations Worldwide

  Jan 2022 - now

  Senior Manager, IT Field Services