Technologist, Advocate, and Leader
I am a passionate and conscientious technology professional with over 15 years of experience in the higher education technology field at various levels; a seasoned appreciation for the benefits of collaboration and diversity, equity, and inclusion; and an enthusiasm to explore opportunities to extend my leadership, while continuing to produce beneficial change wherever I am.
I have spent my career in higher education technology across the non-profit sector, proprietary education, and public and private institutions, specifically focusing on help desk support and management; computer lab operations and management; and infrastructure design and implementation. Since 2014, I have been serving as the Technology Operations Manager for the Libraries at University of Wisconsin-Madison, where I manage services across multiple campus libraries, spearheading initiatives to ensure that the libraries remain in sight of what students, faculty, staff, and partners on campus need and want out of their educational institution's library facilities.
University of Wisconsin-Madison Libraries
Technology Operations Manager
March, 2014 - Present
Managed technology support, infrastructure, and services, while supervising an on-site and remote technology staff of up to fifty (50) at the Library Technology Help Desk and distributed library spaces. Oversaw support for physical spaces and assets, virtual platforms, and systems and structures that enable patron and staff access to library services. Guided the formulation and implementation of policies and procedures, integrations and innovations, and operational strategies.
- Coordinated the transition of library technology support for the pandemic to a fully remote structure and back again, leading to consistent support for faculty, staff, and students, and seamless continuity of operations.
- Centralized library technology support through the End User Computing team, resulting in a more effective distribution of support and services and improved integration of service portfolios across campus libraries.
- Implemented a new technology circulation application, WebCheckout, effectively consolidating multiple platforms into a single centrally-supported structure.
- Led and promoted library-focused and campus-wide diversity, equity, and inclusion initiatives to support the recruitment and hiring of underrepresented groups.
Art Institute of Indianapolis
Senior Desktop Analyst
March, 2011 - November, 2013
Led equipment and software evaluation, maintenance, and upgrade activities. Managed up to ten (10) Help Desk student workers, including scheduling, training, and supervision. Managed partner and vendor relationships for support and other contracted services. Maintained inventory records for assets and equipment.
- Created a render farm for on-campus use, conducted server-side and client-side software analysis and implementation.
- Designed and implemented a new documentation and training system for the technical support team, improving support for students, staff, and faculty.
- Led the effective enterprise-wide roll out of Windows 7 Operating System, including all image creation, testing, deployment, documentation and end-user training.
January, 2009 - March, 2011
Led and managed the Media Services Department’s work with state agencies and higher education clients. Researched, designed, tested, and implemented media distribution, eLearning, and video conferencing platforms, training end users and ensuring solutions met customer requirements. Managed IHETS Help Desk, including On- and Off-Hours support for multiple higher ed institutions in the state of Indiana, supervising and training a team of fifteen (15) full- and part-time staff and interns.
- Led the design of the streaming experience for the International Violin Competition of Indianapolis 2010, which resulted in an Emmy nomination for Technical Achievement.
- Provided Heartland Truly Moving Pictures Film Festival full-service streaming management, including flash player design, server implementation, on-site videography, and client support.
- Rolled out Windows Media and Flash-based Content Distribution Networks for use in on- and off-site content streaming, including a scalable design and a security-conscious content server/cache server setup.
- Onboarded numerous higher education institutions to Moodle eLearning environment, training partner institution faculty and staff on best practices.
June, 2005 - January, 2008
Fulfilled the roles Mac Specialist and Inventory Control Specialist at Chicago's flagship Apple Store, North Michigan Avenue, working an average of 35 hours a week while on summer breaks during undergraduate education. As Mac Specialist, supported costumers in their purchase and use of various Apple products. As Inventory Control Specialist, insured a daily, accurate count of store inventory, restocked the sales floor, and ran inventory as necessary for successful sales.
IT Fellow (Student Leadership Position)
January, 2006 - October, 2008
Supported computing activities of campus faculty and staff. Trained colleagues as necessary with regard to support duties and Apple Mac computers. Managed the student-run IT Help Desk. Created or insured existence of up-to-date technical documentation for all campus users.
- Led production project for promotional video regarding the new student union building on campus; this included filming, editing, voiceover work, and final product website design.
- Managed the student-run help desk, which included training and supporting new hires, scheduling help desk activities and delegating shift duties, and assisting as second-level support with unsolved technical problems.
- Led troubleshooting activities for Apple Mac computers on campus as issues occurred.
MS in Information Systems and Technology, 2010 - 2012
The degree in Information Systems and Technology with a focus on Information Architecture and Design included coursework in web and media design, infrastructure planning, and information technology management.
BS in Mechanical Engineering, 2004 - 2008
The degree in Mechanical Engineering included coursework in design, technology, the sciences, and math. While I have never held a job as a Mechanical Engineer, the things I learned inform everything I do from teaching and learning to design methodologies and project management.
SIGUCCS 2023 Presentation and White Paper, 2023 (In Progress)
- New Tools for Old Services: Implementing WebCheckout for UW-Madison InfoLabs Technology Circulation
- Citation Page
- Conference, March 2023 (Program) - Chicago, IL - Presentation not recorded
EdTech Magazine, Spring Issue, 2018
- Simplify Device Deployments on Campus with Apple Configurator
- Online version, posted December 2017
- Also available in print
SIGUCCS 2017 Presentation and White Paper, 2017
- Trying it Out with College Library: The Role of Beta-testing and the Pilot Process in Establishing Successful Services
- Citation Page
- Conference, October 2017 (Program) - Seattle, Washington - Presentation not recorded
PSU MacAdmins 2015 Conference Presentation, 2015
- Making the Most Out of Apple Configurator in an iPad Lending Environment
- Conference Summary Page
- Presentation Video, Youtube
Janet E Plato Award for Diversity, Equity, and Inclusion
UW-Madison IT Professionals Conference, June 2021
- This award, given by the IT Professionals Conference at UW-Madison, recognizes and celebrates the exemplary leadership displayed by an IT staff member in advancing diversity, equity, and inclusion in our community.
- Award Ceremony Video, Youtube