Resume

Information Technology & Management Professional

Accomplished technologist with a record of effectively implementing, adapting, and managing solutions, best practices, and industry standards to support the needs of teams, departments, and organizations. Adept at translating and communicating needs, expectations, and challenges across audiences and hierarchies to facilitate adoption, acceptance, and success during technological and organizational change.

Professional Experience

IT Business Systems Analyst Senior – City of Austin, Austin TX | Jul 2019 – Current

Serving as the technology lead for the Real Estate and Administrative Support Management divisions of the City’s Financial Services Department. Primary responsibilities include advising senior leadership; managing IT projects; identifying IT risks, solutions, and opportunities for enhancement; and executing change to policy, procedures, and solutions.

  • Successfully proposed and managed the launch of a division-wide initiative to modernize real estate operations by migrating from homegrown solutions to an enterprise-class cloud-based wholistic real estate management solution
  • Requested to participate and at times co-lead various City technical advisory boards (e.g., IT SPOC Renovation Program, SharePoint Administrators Technical Board, Teams Governance Board, etc.)
  • Proposed and co-wrote a number of department and City policies, procedures, and other formal documentation
  • Initiated a security audit of division resources to secure data, manage access, and reduce risk
  • Manager for Real Estate’s GIS resources, overseeing their work, assigning duties, holding performance reviews, and other managerial tasks as required

Service Delivery Manager & Server Engineer – Virginia Tech, Blacksburg VA | Apr 2015 – Jul 2019

Employed as a Service Delivery Manager and Server Support Engineer for the Division of Operations Information Technology department. Primary responsibilities include performance management; enterprise solutions development and support; knowledge management; governance, policy, and procedure management; security auditing and incident response; and business relationship management.

  • Responsible for managing the department’s service and performance, having Assistant Director level and below leads accountable to me for metrics reporting, performance improvement, and development
  • Vendor and Project Manager for numerous on-premises, SaaS, and cloud-based solutions
  • Project Lead and Subject Matter Expert for launching a new cloud-based IT Service Management (ITSM) platform for multiple departments, that included the creation of new service catalogs, knowledge bases, ticketing systems, time tracking, internal trainings, and creating resource reports for division and department leadership
  • Relied on for researching and benchmarking solutions, best practices, and departmental performance against industry standards and comparable institutions
  • Manager for department’s graduate assistants, responsible for structuring their assistantship, assigning work, and providing both academic and professional development
  • Member of the security incident response team, responsible for security audits and configuration management

Graduate Assistant – Virginia Tech, Blacksburg, VA | Aug 2011 – Apr 2015

Employed as a Graduate Assistant for the Division of Operations Information Technology department at Virginia Tech. Primarily responsible for knowledge management related to IT systems, applications, and procedures, including but not limited to: 

  • Creating, reviewing, and advising on technical documentation
  • Developing, updating, and reviewing department procedures
  • Researching new solutions and resources to benefit the department and division

– Started Graduate School Spring 2010 –

Consultant, Public Services Solution Center – BearingPoint Inc., McLean, VA | Aug 2006 – Apr 2009

Provided business analysis and team support for client engagements and internal business initiatives. Responsibilities included supporting proposal development; information organization and redistribution; knowledge management; web design and publishing; and other ad-hoc requests. Key achievements:

  • Recognized as Solution Matter Expert (SME) for multiple company-wide solutions
  • Designed file storage, information taxonomy, and policies for Public Services employees (approx. 4,000 users)
  • Assigned to improve IT asset utilization and standardization through service consolidation and virtualization, resulting in a cost reduction of over $150K annually
  • Promoted twice in two years and received an award for outstanding performance
  • Directed to manage peers to ensure the quality of deliverables and communication with clients

Education

Ph.D. Candidate Science and Technology Studies – ABD – All But Dissertation, DNF – Did Not Finish
Virginia Tech – Blacksburg, VA – 2012 – 2015

M.S. Science and Technology Studies – Policy Focus
Virginia Tech – Blacksburg, VA – 2012

B.S. Management: Entrepreneurship, Innovation, & Technology
Virginia Tech – Blacksburg, VA – 2006

Talks & Presentations

Session Lead, Choices and Challenges Forum 2014
Buy, Borrow, and Steal: Content in the Digital Age

Presenter, STGlobal Conference 2013
Normative Conceptions of Technology in Academia

Presenter, Outside Authority Conference 2011
Hacktivist Democracy

Training & Certifications

  • City of Austin Supervisor Academy 2022-2023
  • Project Management Professional (PMP) Certification Preparation Course – May 2018
  • ITIL® Foundation Certified in IT Service Management – April 2016

Technical Skills

Governance

  • IT governance development
  • Technical writing (e.g., policies, procedures, technical documentation, etc.)
  • Change management

Systems Integration and Planning

  • Vendor management
  • Requirements gathering
  • Project management

Security Review

  • Business and solution IT security reviews
  • Internal systems auditing
  • Endpoint vulnerability scanning and response
  • Configuration management
  • Audit and compliance response

Microsoft Windows Server Administration

  • Windows Server Management in a Hyper-V Environment
  • Active Directory and Group Policy maintenance and support

Server, Desktop, and Network Infrastructure Support

  • Hardware review, recommendations, and maintenance
  • Configuration of small-business class network infrastructure (e.g., firewalls, wireless access points, etc.)