Ethan Hackley

IT professional with 8 years of endpoint/help desk support and 2 years of IT project management for large, multi-site organizations serving nearly 1,000 students, staff, and stakeholders. As a Tier II technology specialist, managed a high-volume ticket caseload in ITSM platforms (Ivanti, Jira Service Management), supported and troubleshot Windows, macOS, ChromeOS, and iOS devices and network connectivity, handled identity/access management (password resets, provisioning, MFA), and administered endpoint deployment via Microsoft 365. As a project manager, delivered a full slate of cross-functional technology and facilities projects end-to-end — from budget and vendor coordination through completion — including Mac lab buildouts, classroom AV modernization, a security camera expansion, facilities renovations, and compliance resolutions.

Built knowledgebase documentation, mentored and trained others, and bridged technical and project-delivery functions with the same calm, detail-oriented approach. Strong written and verbal communicator known for staying composed under pressure and treating every stakeholder — from a new student to senior leadership — with the same patience and respect.

School Operations Manager at Denver Public Schools (2024-01 – 2026-12)

Managed day-to-day non-instructional operations across two campuses (West HS/West MS), overseeing administrative systems spanning finance and facilities to ensure smooth, compliant workflows aligned with district policy — serving as a member of the school leadership team and partnering directly with the principal to support student achievement.

• Developed and managed the school's operational budget, including purchasing, reimbursements, and financial tracking; identified cost-saving opportunities such as retiring legacy printers and consolidating underutilized equipment.
• Coordinated facilities maintenance and custodial services, and implemented and monitored school safety and emergency procedures — including conceptualizing, presenting, and gaining senior-leadership buy-in to expand campus security camera coverage from 25 to over 100 cameras.
• Served as liaison to district departments, ensuring compliance with DPS policies, procedures, and reporting requirements.

School Technology Specialist II at Denver Public Schools (2019-01 – 2026-12)

Provided Tier II technical support to staff and students for hardware, software, printers, and peripherals as the primary school-based technology point of contact, delivering clear, professional communication and timely resolutions for nearly 1,000 users — staff, students, and families — and serving as liaison between the school and the DPS IT department.

• Supported and maintained devices across Windows, macOS, ChromeOS, and iOS platforms, logging, triaging, and resolving a high-volume caseload of tickets in the ITSM platform (Ivanti) with accurate documentation and strong first-contact resolution rates.
• Installed, configured, and maintained DPS-issued technology assets, including building out two Mac labs (West HS and Northfield HS) — sourcing and configuring Apple devices, installing software, and coordinating power and network wiring — within a $60K budget.
• Assisted with endpoint deployment, imaging, and device management using Microsoft 365, upgrading devices from Windows 10 to 11 campus-wide while coordinating timing with staff to minimize disruption.
• Managed technology inventory and asset tracking, diagnosing the status and lifespan of existing equipment, coordinating device repairs and warranty services, and carrying out replacement, upgrade, or recycling of legacy hardware.
• Diagnosed and resolved identity/access issues (password resets, account provisioning, group membership, MFA) and troubleshot wired/wireless/VPN network connectivity, following documented procedures and data privacy/security standards.
• Supported classroom instructional technology and online testing/assessment platforms, using remote support tools to resolve end-user issues without an onsite visit; authored and maintained knowledgebase and training documentation for end users.
• Supported technology implementations, cloud migrations, and cybersecurity/infrastructure upgrades alongside technical teams.

IT Helpdesk Analyst / Project Manager at SRS Acquiom (2017-01 – 2018-12)

Transitioned into IT from a mortgage banking background, bringing strong customer-relationship, documentation/compliance, and problem-resolution skills to technical support work.

• Set up, managed, and supported ~100 devices — all hardware, network, and software — for internal employees onsite and remote, leveraging remote support tools to troubleshoot and resolve issues without an onsite visit.
• Troubleshot and provided technical support for all hardware, software, and networking issues, prioritizing and resolving tickets per SLA with documented troubleshooting steps to drive strong first-contact resolution.
• Managed Active Directory access and permissions for all users, maintained the staff inventory/user account database to streamline on/off-boarding, and served as Google Workspace administrator.
• Automated routine tasks and maintained device security profiles using MDM software (JAMF); maintained employee backup systems for the disaster-recovery plan; authored training/knowledgebase documentation.
• Led a building relocation project — setting up and dismantling workstations, connecting equipment, and resolving hardware/software issues.

Senior Mortgage Banker at All-Western Mortgage, Wells Fargo Home Mortgage, Colorado State Bank & Trust, Home Savings of America (2016-12)

Built strong client-relationship, complex documentation/compliance, and problem-resolution skills in a regulated financial services environment — later applied directly to IT support and customer service work.

Bachelor's Degree in Business Administration – Loyola University Chicago

Computer Information Systems Coursework, Business Administration (Networking emphasis: LAN/WAN Systems, Network Installation & Administration, Information Systems Security, Database Management) – Metropolitan State University

Computer Information Systems Certification Courses Completed in A+, Network+, Security+ – Community College of Denver