Manager, Academic Computing Services at American University (2013-08 – Present)
Led a team of 28 staff supporting 400 public computers, audio-visual systems, projectors, and 20 printers across nine computer labs and common areas. Oversaw network, hardware, and software support for students, faculty, and staff. Directed operations of the New Media Center, delivering multimedia services to the university community.
- Led a team of 28 staff supporting 400 public computers, audio-visual systems, projectors, and 20 printers across nine computer labs and common areas
- Oversaw network, hardware, and software support for students, faculty, and staff
- Directed operations of the New Media Center, delivering multimedia services to the university community
- Planned and managed bi-annual budgets for hardware, software, and staffing
- Implemented a streamlined printing center process that cut wait times by 50%+ and reduced user complaints by 90%; received the University Staff Performance Award for Customer Focus
- Led the design and launch of the Idea Space, enhancing faculty adoption of advanced technologies including GIS, stattablet-powered classrooms, and smart projection systems
- Designed and deployed a new staff scheduling and tracking system
- Initiated and managed sustainability projects aligned with the American Dream is Green program
- Supported campus-wide migration from physical servers to a virtual environment, improving deployment and access to enterprise applications
- Contributed to university-wide transition from Lotus Notes to Microsoft 365
- Oversaw software deployment and asset management through Microsoft Intune
- Served as Development Chair of the DEI Committee, responsible for defining and advancing committee vision, mission, and goals
- Expanded services from four to nine computer labs and established a unified one-stop-shop multimedia support model
- Enhanced productivity and response times by restructuring staffing to enable flexible, cross-functional roles
- Led service delivery for more than 12,000 annual patrons, supporting public computing, printing, classes, exams, and AV needs
- Managed technology for 1,600 classes in e-classrooms annually
- Supervised resolution of ~900 support tickets per year with an average response time of 18 minutes
Manager, Anderson Computing Complex at American University (2009-09 – 2013-08)
Managed the university's largest computing lab with 150 workstations and a team of 15 staff. Increased lab utilization by 35% and classroom usage by 20% through operational improvements and user-focused service enhancements.
- Managed the university's largest comp. lab with 150 workstations and a team of 15 staff
- Increased lab utilization by 35% and classroom usage by 20% through operational improvements and user-focused service enhancements
- Upgraded the Pharos printing system and implemented double-sided printing campus-wide to reduce costs and support sustainability initiatives
- Led university-wide marketing campaigns to communicate technology updates and service changes
- Developed a new reporting system that significantly improved information flow and operational efficiency
- Launched and administered the Green Exams program, converting 150+ exams per semester from paper to digital format, reducing paper waste and decreasing grading time for faculty
Strategy Consultant at Department of Veterans Affairs - OSDBU (2012-09 – 2013-05)
Unpaid Consulting Practicum - Office of Small and Disadvantaged Business Utilization. Served on a five-member consulting team engaged for a five-month project with OSDBU. Deliverables were rated excellent by the Executive Director and led directly to a long-term consulting partnership between OSDBU and American University's Kogod School of Business.
- Served on a five-member consulting team engaged for a five-month project with OSDBU
- Deliverables were rated excellent by the Executive Director and led directly to a long-term consulting partnership between OSDBU and American University's Kogod School of Business
- Conducted vertical and horizontal analysis of OSDBU's 2013-2017 Strategic Goals and Objectives, cross-referenced with 2014 Operational Strategies to evaluate alignment with long-term priorities
- Identified strategic and operational risks, highlighted key areas requiring improvement
- Developed a comprehensive roadmap with actionable recommendations to support strategic alignment and performance improvement
Business Process Consultant at Orbital Science Corporation (2011-08 – 2012-05)
Unpaid Consulting Practicum - Business Process Analysis. Analyzed and evaluated organizational and functional activities to identify gaps and performance issues. Mapped end-to-end processes to provide a holistic view of business workflows and uncover improvement opportunities.
- Analyzed and evaluated organizational and functional activities to identify gaps and performance issues
- Mapped end-to-end processes to provide a holistic view of business workflows and uncover improvement opportunities
- Assessed operational processes and recommended enhancements to increase efficiency and effectiveness
- Optimized core business processes to strengthen overall performance and improve operational agility
Marketing Manager at Cromopak Advertising (2001-06 – 2006-05)
Managed diverse print media campaigns and led successful marketing initiatives. Streamlined workflows and delegated responsibilities to improve productivity and increase profitability.
- Streamlined workflows and delegated responsibilities to improve productivity, increase profitability, and ensure timely completion of all assignments
- Managed diverse print media campaigns, including newspapers, banners, billboards, flyers, vehicle wraps, branded apparel, and event materials
- Led a successful marketing campaign for Cromopak, increasing the client base from 40 to 60 and contributing to a 20% rise in company revenue
- Trained and mentored new employees, serving as a dependable resource for onboarding, guidance, and skill development
