Today’s education industry technologists often deny the importance of technology as a service industry. From daily support to long term upgrades I enforce a strict policy of placing the end users needs as the basis for technology department decisions.As a result of my end user first approach to IT management:
·service request turnover at the John Cooper schoolaverage 15 minutes rather than the previous 3 days
·Technology staff are required to notify staff of estimated arrival time for work orders
·Users are given reasons for policies when possible.
·opinion of the department as increased dramatically
Opinion polls have shown users to often feel technology does not care or is working against their interests.It is mandatory that stigma be eliminated by increasing transparency in the decision making process.
Management of employee’s resources is increased by relocating staff closer to users.This has increased efficiency, and allowed technology staff the opportunity to bond with users, and understand the specific problems of the user. Having staff on campus daily reassures users that technology will be available in the event of an emergency. Project management experience includes but is not limited to companywide implementation of Cisco IP phones and handling the technology needs of all new construction projects. These projects include managing multiple crews of both full-time and contract labor to meet time, and budget goals. Project plans are built early in the process with the input of all contractors and involved staff to set the initial project goals.My ability to handle multi-tiered projects without hindering response time to users has been applauded by both users and management.
Although I have worked in schools for almost 12 years I do not take a one size fits all approach to management.I see technology as a service industry where the teachers and students benefit is at the heart of everything we do.I am a big picture person constantly looking to improve myself and my environment.