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Desktop Support Information Technology

Houston, Texas, United States
August 21, 2018

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Katy, TX ***** Cell 254-***-****


A results oriented Manager and Director of Information and Technology Services with proficiency in a diverse range of business and technologies. Demonstrated success managing Projects, Help Desk, Network, Telecommunications, and Desktop Support. Solid background in managing and directing programs to implement Enterprise Resource Planning (ERP) systems and web based Applications. Proven ability to bridge technology and business goals to provide productive solutions. Well organized, dependable individual with proven ability to implement standards, procedures and processes that improve business functionality. Solid management skills, capable of leading and motivating individuals and teams to maximize levels of productivity, while forming cohesive team environment. Exceptional communicator, focused on building strong client relationship and delivering outstanding customer service.


•Project Management

•Client/Server Technology

Strategic Planning

•Help Desk

•E-commerce Systems

Enterprise Resource Planning


•Microsoft Office Suite

Learning Management Systems

•Desktop Support

•Data Analysis

Business Process Improvement

•Email Systems

•Client Relationships

Team Building


•Office 365



Information Technology & Facility Manager (25 Hrs/Wk)

Living Word Lutheran Church, Katy, TX December 2016- June 2018

Oversee Information and Technology Services and Facility management and operations within a non-profit organization. Responsible for, Help Desk, Desktop Support, Network, Telecommunications, ERP Applications, Databases, and Security. Spearhead strategic planning, budgeting for information technologies, and coordination and integration of all information technology matters. Negotiate and Re-negotiate vendor contracts. Manage 2 staff members.

Independent Contractor

Varsity Tutors, Houston, TX September 2015- Present

Provide tutoring services to students one-on-one in various types and levels of Mathematics courses. Assist students in understanding course subject matter and improve their course grades.

Senior Director Information & Technology Services

Temple College, Temple, TX August 2013-August 2015

Directed Information and Technology Services operations within a $51.3 million non-profit organization that provided higher education. Oversaw, Help Desk, Desktop Support, Network, Telecommunications, ERP Applications, Document Imaging, Databases, and Applications. Spearheaded strategic planning, budgeting for information technologies, and coordination and integration of all information technology matters. Re-negotiated vendor contracts. Managed 20 staff members and $2.1 million budget.

Developed and implemented IT strategic plan which improve ability to meet time lines, budgets, and objectives.

Established quality assurance, documentation, policies, and procedures that improved internal processes and enhanced productivity.

Implemented new IT Help Desk solution (Layton ServiceDesk) based on ITIL standards. This led to a 20% increase in customer service and satisfaction.

Directed and managed the successful migration of 6000 student accounts from Webmail to Office 365.

Updated and maintained 7050 Active Directory (AD) accounts and oversee AD integration to other systems.

Directed the implementation of Video Conference system enabling live connections with other locations and saving 40 percent cost in travel and related expenses.

Introduced DameWare Remote Support which lets technician remotely manage servers, notebooks, workstations, and laptops to support end-users quickly and easily and save time.

Spearheaded the migration of 615 faculty and staff email accounts to Microsoft Exchange.

Oversaw the successful implementation of new enterprise content management (ECM) solution by OnBase.

Developed and implemented new and revised job descriptions and titles for all 21 IT positions.

Managed the implementation of updated technology throughout classrooms thereby enabling faculty improved ability to engage students in teaching and learning using the latest technologies.

Oversaw the implementation of updated hardware and software throughout the organization which improved employee productivity. This included network equipment and migration of ERP system (Colleague by Ellucian) to new equipment.

Adjunct Information Technology Faculty

South University Online, Pittsburgh PA April 2010- April 2013

Taught online Information Technology courses within a for-profit organization owned by Education Management Corporation, a Pittsburgh, Pennsylvania-based operator of for-profit post-secondary educational institutions in the United States and Canada.

Taught introductory and upper level courses in Computer and Internet Literacy; Application of Management Information Systems; and Ethics & Information Technology.

Taught a diverse population of traditional students, working adults, and returning students with a wide variety of educational backgrounds and experience.

Studied business and computer topics to stay current with trends in technology.

Researched external sources to ensure the students received information that reflected current trends in information technology.

Recipient of satisfactory ratings based on student feedback.

Information Systems Manager/Director

Mercy College of Ohio, Toledo, OH June 2002-February 2011

Led and directed all Information Technology (IT) and Telecommunications activities within a non-profit organization that provided higher education in healthcare. Oversaw, Help Desk, Project Management, Network, Telecommunications, Email, Desktop Support, ERP System, and Clinical Applications. Re-negotiated vendor contracts. Managed 5 staff members and $1.5 million budget.

Led the successful implementation of a new ERP system (Empower-XL) and integrating it with the Desire2Learn (D2L) Learning Management System (LMS) on time and within budget of $250, 000.

Led the implementation of a state-of- the- art computer lab within budget of $100,000 where the instructor had remote control over each work station.

Directed the implementation of wireless network throughout the enterprise providing on demand network access for administrators, faculty, staff, and students and guest.

Implemented Video Conference system enabling live connections with the St. Elizabeth campus in Youngstown OH and saving cost in travel and related expenses.

Implemented conference telecommunications devices in all meeting, conference, and board rooms.

Implemented network multi-function devices (MFDs) which reduce printing costs by 40 percent and improve productivity of faculty and staff.

Directed and implemented a charge system for all students printing from computer labs and all student access computers throughout the college. This help to reduce by 35 percent the administrative cost of maintaining student accessible printers.

Implemented Project Management Office and best practices in portfolio management increasing IT project execution and capacity planning while decreasing project timelines and project costs.

Implemented learning management system for the Continuing Professional Education division that contributed to increased revenue and improved productivity of faculty and staff.

Implemented IT Service Desk best practices increasing response time by 20 percent to service call and improving customer satisfaction to at least 80 percent.

Led the implementation of updated hardware and software throughout the enterprise which improved productivity.

Implemented laptop computers for faculty and staff thereby providing greater flexibility to work on and off campus.

Implemented online billing and payment in the ERP system thereby providing flexibility and convenience for students and parents to pay tuition and fees.

Implemented online registration which reduced by 75 percent lines outside the Registrars’ office and improved by 30 percent the productivity of the Registrar’s staff.

Led the expansion of the email system and its integration with other systems which allowed improved communications throughout the enterprise.

Assistant Director Systems

Bowling Green State University, Bowling Green OH October 1999-June 2002

Oversaw and managed the information systems within the department of Student Financial Aid of a large public university. Spearheaded the development and maintenance of the student financial aid office ERP application systems and their integration with other internal and external systems. Led strategic planning, systems integration, security management, and operational effectiveness of information technology within the office. Managed 3 staff members.

Directed and managed the development, production, and maintenance of data reports that led to the operational efficiency within the office.

Directed and managed the import and export of financial aid data between the student financial aid office and other university offices, as well as State and Federal Government offices, which led to the successful disbursement of $40 million in aid to students.

Maintained and monitored the student financial aid office system security.

Managed the design, configuration, and maintenance of the student financial aid office Website.

Investigated and resolved systems related issues.

Provided end-user training, support, and documentation.

Computer Programmer &Technical Support Specialist

The Shared Logic Group, Inc., Holland, OH June 1998-October 1999

Developed and maintained enterprise applications within a software firm committed to profitably delivering quality business solutions to companies in the Recycling and Metals related industries.

Built and maintained ERP applications used in over 300 companies in the Recycle and Metal Industries

Provided end-user technical support which enabled operational efficiency.

Troubleshoot and fixed Relational Database Management System (RDBMS) problems which enhanced system performance.

Systems Developer & Programmer

Hylant Administrative Services, Inc., Toledo, OH June 1997 – June 1998

Designed, developed, and deployed enterprise applications within a $10 million Insurance Agency which underwrites insurance policies provided by Travelers, offering auto, home, business, and boat insurance products.

Built, tested, and deployed enterprise software applications that enhance business processes throughout the enterprise.

Troubleshoot and fixed Local Area Network (LAN) problems.

Installed and troubleshoot client/server software/hardware.

Developed and produced software documentation.

Provided end-user technical support and training.

Computer Illustration Analyst & Support Specialists

Hylant MacLean, Inc., Toledo, OH May 1995 – June 1997

Conducted data analysis and developed computer illustrations for funding corporate liability insurance products within one of the largest privately held insurance brokerage firms in the United States.

Installed, maintained and supported desktop software and hardware.

Built and delivered computer illustrations using Microsoft Office (Excel, Access, Word, and PowerPoint) to sales team members who presented to clients and enabled the sale of various corporate liability insurance products.


Doctor of Business Administration (D.B.A.): University of Phoenix, Phoenix, AZ.

Master of Business Administration: Management Information Systems (MIS): Bowling Green State University, Bowling Green, OH.

Bachelor of Science: Mathematics: Kansas State University, Manhattan, KS.

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