Elena Fournier

Experience

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  McDaniel College

  Sept 2014 - Jul 2017

  Director of Help Desk Services

  McDaniel College is a private liberal arts college in Westminster, Maryland. I was brought into McDaniel College’s leadership team for supporting all end-user hardware and software needs for all of the College’s faculty, staff and administrative employees, and other members of the College community. My duty was to develop, implement, and maintain technology solutions consistent with the College’s IT network and campus technology capabilities. I Managed the hiring, training, mentoring, and scheduling of full and part-time Support Services staff. Additionally, I also oversaw the management of the College’s service desk and related infrastructure.Select accomplishments:•Achieved operational excellence by developing SOPs and evaluating/monitoring key performance indexes.•Efficiently Facilitated hundreds of mobile users in BYOD environment (3K+ students and 300+ faculty/staff).•Delivered multiple support team projects: Active Directory rollout, Office 365 provisioning for students, Office 2016 Upgrade for faculty and staff, and Windows 10 deployment. Show less

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  Trinity Education Group

  Sept 2017 - Mar 2021

  Director of Support

  TEG is a digital learning and engagement company specializing in the strategic development and deployment of online and mobile learning resources for K-12. At the time, the management team at TEG was looking for a capable, industry-savvy Director of Support to direct and oversee all aspects of the organization's customer service policies, objectives, and initiatives. Advising and working closely with the management team, my priority is to develop service level standards focused on reducing response times and providing high customer satisfaction. I established policies and procedures that produced high-quality customer service delivery and reflected industry best practices. As a capable IT expert, the range of services I provided spanned over various IT tasks, including but not limited to: training and managing the team, managing projects, budget management, policy and procedure development, etc.Select accomplishments:•Ensured ICT accessibility compliance on hosted sites by conducting accessibility audits and overseeing the implementation of necessary adjustments and fixes.•Configured Zendesk automation using business rules, triggers, smart routing, and macros. Enabled multiple support channels and customized help desk centers for different brands/customers, reducing support tickets.•Managed implementation of TEA Math Academies, feature enhancement initiatives for HBCU-CDM, NABE Learning Portal, and Texas Gateway. Show less

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  IFS Services, Inc.

  Jun 2022 - now

  Partner Support Lead