Manager Support

Shannon Valerio

Email: abqmbx@r.postjobfree.com

Address: **** *. ****** ******

City: Englewood

State: CO

Zip: 80112

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $120,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Professional Experience:

Director, IT Support Services

University of Denver

2005 - present

Oversees a fast paced, 24/7 Service Desk for all PC/Mac, security, networking, operations, and application troubleshooting and support, etc. comprised of 40 employees and a half-million dollar budget. Ensure quality control methods are implemented.

* Transformed a small, limited service help desk comprised of 2 full time employees to a full-service, ITIL based service desk with 12 full-time and 30 part-time employees providing support via phone, email, web, walk-in, lab and field services with an 80% first contact resolution rate.

* Oversees local and distributed IT staff and services, handling over 23,000 support requests a year.

* Implemented the University's first ITIL compliant ITSM instance (ServiceNow)

* Oversees all areas of support including telephony (PBX and VoIP), Desktop, Laptop, all accounts, operations, Active Directory and application support for over 10,000 faculty, staff and students at the University.

* Provides a 24/7 escalated support model.

* Implemented a division wide survey system, leading to improved services and an over 95% satisfaction rating.

* Centralized distributed IT support personal throughout the institution to provide a single field support unit and implementing Altiris and other remote tools, decreasing on-site support by over 50%.

* Responsible for converting all labs to VDI/VMware view from a traditional Windows desktop environment.

* Developed division wide hiring and retention processes, providing compliance with HR law, University policies, FLSA and encouraging work with internal recruiters to ensure a large, diverse hiring pool.

Manager, UTS Help Desk

University of Denver

2001-2005

Designed and built first full-service IT help desk in the University Technology Services department at the University of Denver, including a phone/email support service desk and walk-in support for all Tier I support issues previously triaged to targeted departments.

* Converted the hardware build department to the Computer Service Center, switching to a standardized commercial model for all University hardware and providing warranty repairs and escalated software support resulting in a greater ROI, including quicker resolution times and greater productivity.

* Evaluated, installed and administered first UTS ticketing system.

* Developed SOPs and SLAs for department allowing reporting on and analysis of metrics, leading to more efficient staffing and reduced support costs.

* Created a staff development program, from hire through promotion and beyond.

* Resurrected student laptop loaner program, providing laptops to financially challenged students and short-term loaners all free of charge to clients.

Manager, Office for Educational Technology

University of Denver

1999 - 2001

Managed training and support to faculty in using technology in the classroom. Served as liaison between faculty and University Technology Services, ensuring client satisfaction.

* Developed new department designed to helping full-time and adjunct faculty develop on-line and hybrid course material.

* Administered LMS systems for the department, including training and course management.

* Oversight of all development for course materials, including multimedia and other advanced technology in adherence of sound pedagogical methods.

* Created and managed technology training program designed to enable faculty to create their own course material.

Founder and President

First Nations Hockey, Inc.

1995 - Present

Responsible for overseeing First Nations Hockey, Inc., a small, non-profit organization designed to provide information and support to Native American Hockey players at all levels, their supporters and communities. Current President of the Executive Board.

Languages:

Basic Spanish

Basic Russian

Skills:

ITIL Framework, ITSM implementation and administration, ServiceNow, budget and development, strategic planning, project management, workplace diversity development, employee development, Networking and wireless support and configuration, NAC, WPA/WPA2, VPN support, Linux/Unix, Mac/PC support, web development and CMS tools, call center management, Active Directory/OU support, Exchange support

Education:

M.A., 1995, University of Denver

B.A., 1992, University of Denver

Magna Cum Laude

Phi Beta Kappa

Additional graduate course work in the MBA division of Daniels College of Business at DU

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