University of Pennsylvania
Operations Manager - Business Services IT Support
February 2014 — Present
Manage a staff of 3 and oversee IT-related support, communications, and service delivery for 22 discrete lines of business for the University that are managed through the Division - Develop and deliver training and documentation related to IT initiatives across the division - Cultivate and maintain strong working relationships with Division leadership to foster open communication and collaboration. - Apply ITIL framework to Helpdesk intake and incident management.