Education
Hamilton College, Clinton, NY
Bachelor of Arts Degree in Mathematics and Economics, May 2006
Wilbur L. Cross High School, New Haven, CT
Graduated with High School Honors Diploma, June 2002
Professional Development
Certification
- CompTIA A+ IT Technician
- Microsoft Certified Desktop Support Technician
(Supporting Users & Troubleshooting Desktop Apps on MS Win XP)
Conferences and Training
- Presented Developing a Service Catalog for Higher Education Information Technology Services (paper, presentation, and poster) at SIGUCCS fall 2009 conference
- NewScale ITIL service catalog workshops
- HDI WCNY chapter meetings
Coursework
- A+ Hardware and Operating System Technologies
- Managing Operating Systems (Linux/Windows XP administration)
- Accessible Web Design
- Principles of Information Security
Computer Skills
Software
Operating Systems:
- Windows 95 - 7
- Macintosh OS 9 - 10.6
- some Unix
- some Linux
Management Software:
- Altiris remote control and deployment console
- NetOp remote control
- Track-It service request management
Creative Software:
- Microsoft Word, Excel, PowerPoint, Outlook, Publisher 97 - 2008
- Adobe Photoshop, Illustrator, InDesign, Acrobat, Dreamweaver, Flash
- Apple iMovie, iDVD, iWeb, GarageBand, Final Cut Pro, SoundTrack Pro, DVD Studio Pro
Hardware
- Troubleshoot startup and other hardware issues
- Desktop and laptop computer systems
- Peripheral devices, including
- Printers
- Scanners
- Digital cameras
- Digital video decks
- Flash memory devices
- Parts replacement on desktop computer systems
- Parts replacement on several laptop computer systems
Employment Experience
IT Services, Hobart and William Smith Colleges
(January 2008 - Present)
Geneva, NY
Senior Technical Support Specialist
Promotion added responsibilities, including
- Technical support
- Replace defective or damaged hardware in student, faculty, and staff computers
- Manage warranty service for IBM/Lenovo and Gateway/MPC laptop and desktop computers
- Assist with configuration of personal mobile devices for wireless and e-mail setup
- Supervisory duties
- Develop and implement IT service catalog for requests and self service
- Develop training plans and examine new ways to utilize student staff
- Develop and implement plan to monitor updates of department service requests
(October 2006 - December 2007)
Technical Support Specialist
- Technical support
- Respond to phone, walk-up, and electronic service requests
- Remediate customer malicious software infections
- Install, update, and optimize system software
- Diagnose hardware problems and recover data
- Staff support center during after-business hours, providing support continuity
- Worked on a team to plan, update, and advertise student computer purchase program
- Develop support documentation to streamline customer service protocols
- Develop content for student-oriented information technology guide
- Supervisory duties
- Manage and audit work order queue across department
- Mentor and back up student help desk staff
- Develop manual outlining student staff positions and duties
S&K Men's Stores
(Summer 2007)
Geneva, NY
Sales Associate
- Work with customers to find which products best fit their needs in a friendly, non-pressured manner
- Organized displays and kept the store presentable
- Checked inventory
Information Technology Services, Hamilton College
(Fall 2004 - September 2006)
Clinton, NY
Supervisor of the Student Technology Consultants, Multimedia Assistant
- Supervisory duties
- Develop training materials and software, management, and duty documentation to create an instructional manual
- Schedule and monitor staff of thirty students
- Hardware and software support
- Provide technical support for presentations and digital projects
- Support labs with Mac and Windows computers and multimedia peripherals
- Maintain and monitor campus computer lab and classroom facilities
Cheney & Co. Creative Marketing Communications
(2000 - 2006, intermittent)
New Haven, CT
Administrative Assistant
- Train staff on and support use of MS Office and Mac OS X
- Reception of customers, vendors, and deliveries
- Manage, organize, and archive files
- Proofreading and editing of documents for production
Center for Educational Technology, Middlebury College
(Summer 2005)
Middlebury, VT
Advanced Student Technology Program Participant
- Study technological and communications development and social implications
- Train with multimedia and social networking software and study their applications
- Film, edit, and present an original video project
Emerson Gallery, Hamilton College
(Fall 2004)
Clinton, NY
Archivist
- Create a digital archive of images from a gallery collection
- Prepare images for sustainable, manageable archive structure
Department of History, Hamilton College
(Summer 2004)
Clinton, NY; New Haven, CT; Charleston, SC
Researcher/Transcriptionist
- Travel to Charleston, SC to work with original documents from the 1820s
- Transcribe and research information for academic publication
- Results appear in The Journal of The Historical Society: Volume 4, issue 3, page 291, September 2004
Department of Mathematics, Hamilton College
(Fall 2003)
Clinton, NY
Grader/Teacher Assistant
- Correct and grade homework assignments for and tutor students in Calculus I
Residences of Marty Stofik and Brad Lyons
(Summers 2002, 2003)
Orange and Hamden, CT
Painter, Repairman
- Prepare and paint the exterior of a one story home and garage (each summer)
