Experience

• 

  Western carolina university

  Oct 2004 - now

  Responsible for managing projects involving the planning, coordination, and implementation of information technology within the department and the Division of IT. Ensure that the assigned goals and objectives of projects are accomplished within agreed-upon timeframes, project quality objectives, and budget limitations. This includes the responsibility of directing the work of other project managers and project team members; directing project resources; managing project risk; and managing team activities in order to assure the best use of time and resources to meet project defined objectives and deliverables. Execute effective communication using verbal, written, or presentation skillsManage varying types of technology projects from small to very complex that have a division or university impact. Projects managed have included multiple technology disciplines (e.g., hardware, software, applications development, network infrastructure, AV integration, etc.) and/or significant business process re-engineering efforts. Projects have involved significant risks to the department, the IT Division, or the university in areas of the viability of service, client perception, university reputation, and monetary costs. Responsible for identifying, understanding, and managing the impact of projects for the Division of IT. Track project progress including management of deadlines and schedule, staying within the allotted budget, and completing deliverables to ensure project success using TeamDynamix project management software.Assist in the development of processes, forms, templates, etc., as an employee of the Project Management Office. Administer Team Dynamix Show less Conduct the project intake process for new projects and servicesResearch project requests and work with others in IT to develop project proposals, total cost estimates, and configuration designs of these requestsServe as an important link between IT and campusPrepare documentation for the project request to go through IT governance and prioritization processServe as a resource for committees during their deliberationsBring together stakeholders to analyze project request needsDirect the work of others involved in exploration of IT service requests that go though governance reviewDemonstrate knowledge of academic and administrative support processes and suggests technical solutions and capability requirementsIdentify potential risks and makes sure they are addressedMaintain broad knowledge of IT DivisionArticulate the university mission and its role within IT Show less Provide user services for all academic and administrative clients on problems and issues encountered while accessing resources at WCU from remote locations. Provide user support for faculty, staff, and students using computer resources on personal computers, multimedia workstations, or electronic networks.Use of IT Services Help Desk call tracking software, Remedy. Consult with WCU faculty and staff about making personal computer hardware or software selections.Provide training for WCU faculty and staff in the use of personal computers and on-line computing resources accessed via electronic networks.Listen to and understand clients (faculty, staff, and students) Show less Furnish faculty, students, and staff with computer consultation. Assist and support in the use of central computing facilities (Alpha VMS), Microcomputer platforms (Macintosh and Windows 98-Xp), Networks (Novell Netware and Windows NT/2000), and wide area network resources (internet). Primary support for hardware and software products. Also follow-up and resolve related problems in collaboration with other support staff. In charge of maintaining efficient flow of Re-work computers and daily updating of MS Access databases for web based directories. Help maintain quality level of Customer Service among Helpdesk Analyst. Show less

  • IT Project Manager

    Aug 2013 - now

  • IT Academic Analyst

    Aug 2010 - Aug 2013

  • IT Support Analyst

    Oct 2006 - Aug 2010

  • IT Support Technician

    Oct 2004 - Oct 2006