Senior Systems Analyst, Helpdesk Lead

Detroit Country Day School | June 2013 – June 2014

Role Summary

Education-sector technology leadership role combining systems analysis, helpdesk leadership, endpoint support, classroom technology, ITSM process improvement, and user-centered change adoption. The role is useful context for service ownership and practical technology modernization in a mission-driven school environment.

• Refreshed Track-It! ITSM usage by defining ticket classification, escalation, and prioritization standards, converting recurring helpdesk work into clearer service expectations for faculty, staff, students, parents, alumni, and guests.
• Developed Microsoft SCCM-based imaging and systems-management practices for approximately 2,500 workstations across four campuses, improving endpoint consistency and reducing repetitive manual support work.
• Designed and deployed mobile laptop fleets for primary and elementary campuses with limited dedicated technology-center space, expanding classroom access to digital learning without forcing facilities changes.
• Coordinated EUC and classroom-technology vendor escalations, repairs, RMAs, and warranty service, protecting instructional continuity while keeping hardware lifecycle issues visible to leadership.
• Supported school-issued and sponsored software adoption, including Office 365 and classroom solutions, with account migration assistance, user training, and knowledge resources that reduced adoption friction.
• Advised academic and administrative stakeholders on technology needs and modernization options, connecting infrastructure and endpoint decisions to educational delivery and operational productivity.
• Collaborated with academic and administrative departments to identify technology needs, improving the alignment between classroom support, operational productivity, and educational delivery.
• Managed implementation work for student-information system improvements, strengthening data accessibility for staff and faculty who depended on accurate academic and administrative records.
• Delivered staff training on new technologies and software, increasing comfort with adopted tools and reducing avoidable support demand after rollout.