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 projects 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 on-site technology staff at the Library Technology Help Desk and in learning spaces within Memorial, College, and Steenbock Libraries on the UW-Madison campus. In addition to general staff support, the supported library spaces include study rooms, computer labs, active learning classrooms, and general meeting spaces, in addition to managing the library website, study room reservation system, and other systems that assist in providing patron access to services offered by the libraries. Guided the formulation and implementation of policies, library space use, and integration of emerging technologies into the current library infrastructure.
- Managed a team with multiple service points across campus libraries, including a staff-focused technology support help desk and two student-focused computer labs with equipment circulation, printing, and consultation services.
- Managed the transition of distributed library technology support staff from individually-supported libraries to a centralized support structure, known as End User Computing. Outcomes of the transition included more effective distributions of support and service offerings and better integrations of service portfolios across campus libraries.
- Led and served on diversity, equity, and inclusion (DEI) committees to promote library-focused and campus-wide initiatives within recruitment and hiring, supporting underrepresented groups, and engaging in DEI strategic planning.
Art Institute of Indianapolis
Senior Desktop Analyst
March, 2011 - November, 2013
Performed equipment and software evaluation, maintenance, and upgrade activities in a timely and efficient manner, so as to maximize usefulness and availability to faculty and students. Maintained updated inventory records on all equipment. Managed Help Desk student worker activities, which included scheduling of workers and communication of responsibilities. Performed as primary contact for partners and vendors for support and other contracted services.
- Managed student worker duties at the technology help desk with a changing number of reports, ranging from four to ten individuals depending on institutional need. Provided shift schedules and delegated daily work, while providing feedback on work performance, training, and documentation to maximize worker effectiveness over time.
- Supported the creation of a render farm for on-campus use with applications such as Autodesk Maya; included server-side and client-side software analysis and implementation, so all on-campus computing systems assist in render operations.
- Developed and implemented a new documentation system for both troubleshooting and dissemination of information within the technical support team; project also included information and training materials for use with and by students, staff, and faculty.
- Planned and completed the roll out of the Windows 7 operating system to all staff and faculty computers for day to day use, including all image creation, testing, and deployment processes, as well as documentation and training of affected users.
January, 2009 - March, 2011
Managed the Media Services Department for work with state agencies and higher education clients. Researched, designed, tested, and implemented media distribution, eLearning, and video conferencing platforms; setup and tested media encoders and in-house audio visual systems for various clients. Insured technical and functional designs met outlined customer requirements; trained customers in usage of various eLearning software implementations. Managed IHETS Help Desk, including On- and Off-Hours support for multiple higher education institutions in the state of Indiana, employing and training mixed full-time, part-time, and intern staff.
- Managed Help Desk worker activities with four full-time reports and eleven reports consisting of mixed part-time and internship-based workers. Provided logistical analysis of worker efficiency and effectiveness, as well as feedback on work performance. Developed documentation for all supported systems to be used by Help Desk staff in troubleshooting activities as well as customers for training purposes.
- Served as project lead in the design and implementation of the streaming experience for the International Violin Competition of Indianapolis 2010, managing on-site streaming, flash player design and creation, as well as MPEG2 and multi-format streaming server testing, implementation and client support.
- Managed streaming contract for Heartland Truly Moving Pictures Film Festival, which included flash player design and streaming server implementation, as well as on-site videography and client support.
- Developed and implemented Windows Media and Flash-based Content Distribution Networks for use in on- and off-site content streaming, including a scalable design and an security-conscious content server/cache server setup.
- Developed and implemented Moodle eLearning environment for various higher education institutions across Indiana. Trained partner institution faculty and staff on eLearning platform 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. I have admittedly never used this degree directly (i.e. I have never been paid as a Mechanical Engineer), but the things I learned inform everything I do from how to learn to design methodologies and project management.
EdTech Magazine, Spring Issue, 2018
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
- Presentation not recorded
PSU MacAdmins 2015 Conference Presentation, 2015
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
Emmy Award Nominee, Crafts: Technical Achievement
NATAS Lower Great Lakes Chapter’s Annual Emmy® Awards, 2011
- Nominated for a local Emmy Award as Project Manager for the 2010 International Violin Competition of Indianapolis in the category of Crafts: Technical Achievement.
- List of Nominees, Category Number 79