Sandra Ferrell

Experience

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  University of Michigan

  -

  • Computer Operations Supervisor

    Apr 2012 - now

  • Helpdesk Manager

    -
• 

  University of Michigan, Residence Halls Computing Program

  Aug 1989 - Apr 2012

  Helpdesk Manager

   Recruits, interviews, hires, trains and manages as many as 30 student staff  Evaluates student staff performance and provides praise and/or constructive feedback as appropriate Manages student staff scheduling to ensure appropriate Helpdesk service levels during business hours Consults with users regarding software, hardware, network functionality, problems and upgrades Ability to handle multiple concurrent projects (Printer centralization, computer replacements, and computer moves) Assists in the creation, deployment, and evaluation of customer service surveys confirming quality of service Assesses overall quality of service with specific improvement suggestions Creates statistical reports for management regarding Helpdesk call and email volume and overall staff performance Learned, created and presented training to Housing Staff on Microsoft Publisher and Filemaker Pro 10 within a 3 month time period Identify and creates program and services based on customer needs Ability to work as part of a team and independently Ability to work in a constantly changing, highly stressed environment Creation and maintenance of three projects in the Footprints ticketing system specifically for use by HITO Assisted and supported other departments in the setup and general maintenance of the Footprints system Experience managing student computing sites, including staff management and training, basic equipment maintenance and troubleshooting Handles complaints, grievances, and conflicts from staff, students, residents and parents escalated from the Helpdesk Experience in managing student computing sites, including staff management and training, equipment maintenance and troubleshooting Assists in the creation and distribution of Helpdesk policy Reconciles all credit card transactions and processes monthly statements Extensive knowledge of UM policies and procedures Show less

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  University of Michigan - Ann Arbor

  Feb 2019 - now

  Operations and Infrastructure Manager