Craig Heiden

Experience

• 

  Marathon Coach World Headquarters

  Sept 1994 - Mar 1997

  Quality Assurance Inspector

  I worked in the Quality Assurance Department administering the area’s information systems and providing timely reports to management to maximize effective manufacturing processes. I ensured the data integrity of the manufacturing division’s “work task” database. I coordinated my efforts with the central IT Staff to ensure my efforts dovetailed with overall company IT initiatives and infrastructure.

• 

  Lane Community College

  Mar 1997 - May 1998

  Student Account Coordinator

  I worked in the central IT department. I streamlined student and faculty remote access to the campus and the internet. I designed, developed and produced custom software for cross-platform access to the school’s internet service. I developed and conducted the Student Internet Orientation workshops to assist students’ use of the service as well. I provided in-person and phone support to clients, and configured faculty computers for remote access.

• 

  University of Colorado Boulder

  Jun 1998 - now

  I’m a senior infrastructure engineer and part of a team that offers central IT services for the entire campus. I provide increased collaboration and data security for sensitive data through management of PGP and the Large File Transfer Service infrastructure. I deliver increased efficiency in the IT Service Center and ten other departments by administration of the BeyondTrust Remote Support service. I increase efficient management, configuration, and deployment of 2,700 Apple devices via Jamf Pro and 4,500 Windows machines via SCCM/MECM. In addition, I provide central design and management of the Jamf Pro service. I assist developers and coordinate with CU departments such as Export Control while administering the Mobile Application Deployment program. Show less I provided escalated support for Dedicated Desktop Support (DDS), client department support, infrastructure design and administration, subject matter expertise, and service management. I delivered programmatic, centralized configuration and patching of PCs, software packaging and deployment, and efficient imaging. I collaborated with team members to define standard operating procedures and change management standards. I served as the Interim Desktop Support Manager of the IT technicians. Other accomplishments in this role included designing and implementing SCCM as a campus-wide service, as well as developing and expanding Jamf Pro management of Apple devices to a campus-wide service. Show less I provided proactive client support, server administration, and service management of the CVCN program. The network analyst components of this position included the administration of Microsoft servers, Windows and macOS desktops, network printers, server room, and development of technical support group procedures and documentation. The CVCN was a paid-for service where member departments paid a monthly fee per computer to receive programmatic IT service and support. My role in managing the program included developing objectives, performing business case analyses, budget forecasting while serving on the steering committee, and ensuring the program’s technical services met established objectives within budget. In addition, my role included cultivating relationships with member departments, marketing to and recruitment of potential new clients, and developing and implementing standard operating procedures. I also recruited, mentored, and managed both staff and student employees. Show less

  • Endpoint Management Services

    May 2016 - now

  • Design, Integration, and Escalation; Administrative Desktop Support

    Apr 2002 - May 2016

  • Planning Budget and Analysis/Chancellor Vice Chancellor Network (CVCN)

    Jun 1998 - Apr 2002