Mare Donohue

Experience

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  Excelsior College

  Aug 1996 - Oct 2016

  Directed a team for an industry leading online higher education institution to ensure highest quality, 24/7/365 technical support, training and desktop administration for 600 onsite and remote staff, 40,000 students and 2,000 faculty.Reported to the Vice President as a member of senior IT management team responsible for day to day management and development of the IT strategic plan which encompassed initiatives for mobile, collaboration and cloud computing services to increase engagement with staff and customers, as well as streamline processes and reduce costs.Responsible for procurement of desktop computing equipment, software applications and audio/video equipment for conference rooms. Led implementation and support of audio/video conferencing equipment and live streaming of college-wide events resulting in improved inclusiveness of remote staff.Contributed to cross-team collaboration for college-wide technical initiatives such as software upgrades, hardware upgrades, phone system implementation, email migration and security compliance controls resulting in successful implementations for our constituents.Authored complex technical Request for Proposals (RFPs) for IT projects resulting in a successful selection of a vendor to complete email migration from Lotus Notes to Microsoft Exchange and a printer vendor for purchase of printer hardware and continued printer maintenance.Member of IT Change Management committee to ensure standardized methods, processes and procedures compliance for modifications and upgrades to systems to balance the need for change against the potential detrimental impact of changes.Responsible for negotiating contracts with vendors for deployments and maintenance focusing on quality service while maintaining budgetary controls.Accountable for annual budget of the technical services area ranging from $600k to over $1mil. Maintained fiduciary responsibility of spending in capital, discretionary and non-discretionary. Show less Reported to the Assistant Vice President. Led a team providing high-quality 24/7/365 technical support to on-site and remote staff, faculty and students. Recruited staff, conducted performance evaluations and held to a high standard in providing customer service as measured by attaining at least a 95% customer satisfaction rate.Responsible for creating and maintaining a balanced budget for the technical support area.Created custom tracking systems in BMC Remedy for help desk, human resources and web content teams to include development to automate work flow and customer interactions resulting in increased efficiency, response time and accuracy of requests.Extensive utilization of a variety of software tools such as Microsoft (MS) Active Directory, Windows 7 Enterprise, relational databases, Crystal Reports, MS SharePoint, MS Project, MS Visio and MS Suite of Word, Excel, Access and PowerPoint.Creation of Lotus Notes databases to provide tracking and documentation of key information for multiple enterprise wide departments. Initiative streamlined document sharing and greatly increased efficiency saving countless work hours for staff.Support of mobile devices of iOS, Android and blackberry for business email connectivity and creating accounts on enterprise servers enabling key staff to be connected 24/7/365.Extensive troubleshooting experience in hardware, software and network connectivity, as well as creation and maintenance of network and email accounts.Implemented remote connectivity solution LogMein to provide higher quality assistance for remote customers by enabling remote connectivity and live chat support. Show less

  • Director of Technical Support and Desktop Administration

    Jan 2009 - Oct 2016

  • Help Desk Administrator

    Jan 2003 - Jan 2009

  • Computer/Network Support Specialist

    Aug 1996 - Jan 2003
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  St. Anne's Institute

  Sept 1998 - Jan 2006

  Registered Nurse

  Provided nursing care for teenage women including dispensing medication and conducting intake exams.

• 

  Rensselaer Polytechnic Institute

  Mar 2017 - now

  Manager, Client Services Support | Help Desk Manager

  Manage a team of full-time and student employees responsible for providing technical support and computer repair to students, faculty and staff. Provide vision, oversight and hands-on technical support for the Institute's Client Information Services help desk unit.Lead advisory committee developing a complex request for proposal selecting an ITIL compliant, online request ticketing system vendor. Oversee implementation of configuration and workflow for the system achieving a more efficient, higher quality of service for students, faculty and staff requesting services from the IT department.Member of the Mobile Computing Program committee selecting laptop models for students purchasing through the Institute. Promote the program sharing the benefits with parents and students at student orientation, accepted students day and open house events.Volunteer at Commencement to participate in students' celebrating the ultimate goal of their education. Show less