Experience 


August 2015 - January 2018                     BIS                                  Edmond, OK

Manager of Supoort Services

Oversee the day-to-day operations of the following support services teams:

- Help Desk

- Hosted Services

- Hardware Support

Note:

While I was initially hired at BIS to be the Product Manager for new software that was scheduled for release, there was an ongoing need for proper management over the various support service teams already in place. Due to my experience at OSU Information Technology, I was repositioned within the organization accordingly.


April 2005 – Present                     OSU Information Technology                                  Stillwater, OK

Manager of Special Projects (Technology Support)

IT Helpdesk Manager

Current primary project: Document Imaging for the OSU System (5 OSU Campuses)

Oversee operations of the IT Helpdesk (as of Oct 2011)

Oversee operations of the ID Card Production office (as of Dec 2006)

Oversee operations of the OSU Telephone Operator Services

Assist with University wide distribution email messages (email address population can range from a few hundred to 30K addresses)

Act as technical liaison between IT Technology Support and other University Colleges/Departments as needed on various projects.

... other duties as assigned ...  (which includes numerous of the duties listed below)



September 2003 – April 2005                     OSU Information Technology                                  Stillwater, OK

2nd Level Support Lead (Technology Support)

Oversee the day-to-day operations of the 2nd Level Support Team (16 FTE)

Provide support assistance to the IT Helpdesk in support related activities

Oversee the client-side aspects of on-going migration process from Novell/Notes to Active Directory/Exchange Outlook environments

Oversee the Computer Support Services program (localy referred to as SLA)

Assist with second level support for Lotus Notes, Microsoft Office products and current student email system.

Coordinate the completion of various assignments as directed by the Client Services Coordinator.

Member of the Business Continuity Planning team



November 2001 – September 2003      OSU Information Technology                                  Stillwater, OK

Manager (Training and Office Automation)

Oversee the day-to-day operations of the IT Training and Office Automation team (Six FTE).

Coordinate training responsibilities for MS Office products, Lotus Notes, Student E-mail, and other software related items as needed.

Coordinate curriculum development or selection, including assisting in the creation of curriculum

Continued to work with the IT Security team in regards to database ACL issues, policy revisions and coordination of new Systems Security Training courses

Coordinated budgetary line items for TOA related planed expenditures.

Assist with second level support for Lotus Notes, Microsoft Office products and current student email system.



February 2001 –  November 2001         OSU Computing and Information Services          Stillwater, OK


Interim Manager (Training and Office Automation)

Continued with duties assigned to Postmaster position (below), as well as assuming the duties of the Manager of TOA (post vacated due to medical reasons)



June 1997 – November 2001                 OSU Computing and Information Services          Stillwater, OK

Postmaster (Lotus cc:Mail and Lotus Notes Mail)

Coordinate the creation of new mail, mail-in, and resource databases within the OSU-Stillwater Lotus Notes system

Initiated the Lotus Notes “Train the Trainer” program for OSU-Stillwater campus.

Provide second level support for Lotus Notes, primarily in the areas of both Mail and Calendar/Scheduling, also for numerous other Notes related issues

Coordinate with the CIS Security Officer for Lotus Notes mail database Access Control Issues as needed due to personnel name changes or when approved by the Executive Vice President for security reasons

Provide Assistant Manager support for the Training and Office Automation group



November 1995 - June 1997                  OSU Computing and Information Services          Stillwater, OK

Computer Support Specialist (Primary duty: Training)

Developed and instructed software training courses for the OSU faculty and staff

Provided desk side support for software problems, network support, and connectivity assistance to the Novell NDS system

Acted as technical liaison between the Personnel Services Office (now Human Resources office) and Computing and Information Services (now Information Technology Division)



January 1995 – December 1996           Meridian Technology Center                                    Stillwater, OK

Computer Instructor (Part-time)

Provided instruction for various computer software courses: MS Office, Lotus SmartSuite & Introduction to Windows.

Also provided instruction on internet related courses: "Orientation to the Internet" & "Creating Internet Webpages" (basic and intermediate levels).



October 1994 - November 1995             OSU Computing and Information Services        Stillwater, OK

Coordinator, ID Services

Promoted the Card One (ICAMS) system across campus

Assisted various departments in analyzing their operational needs and developing reports



July 1989 - September 1994                   OSU Police Department                                           Stillwater, OK

Patrol Officer II (Education Officer)

Campus Community Alcohol Safety Effort (C-CASE) Education Officer

Developed and instructed Child Passenger Safety Seat Program

Conducted presentations on occupant restraint or alcohol use to various groups and organizations.

Created news releases covering both Oklahoma law and University policies concerning alcohol possession, alcohol use and occupant restraint issues; including enforcement practices and policies

Provided field training experience for newly hired police offices (Field Training Officer)

Police related activities of patrol, report writing, accident investigation, relief supervisor


February 1986 - July 1989                   CSU Police Department                                           Edmond, OK

Police Officer

Police related activities of patrol, report writing, accident investigation, relief supervisor


Education


1983 - 1987                                                Central State University                                                   Edmond OK

            B.A., Criminal Justice


1993 – 1995                                               Oklahoma State University                                            Stillwater, OK

         31 hours toward Computer Science





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