IT Engineer

University of Michigan, Information & Technology Services | June 2011 – September 2012

Role Summary

Enterprise IT engineering role in a large academic environment, focused on ITSM transition, asset and configuration management, shared-services onboarding, campus computing, and executive/VIP support. This entry provides institutional-scale evidence for service discipline before later consulting, cloud, and cybersecurity architecture work.

• Led Asset and Configuration Management work for the BMC Remedy to ServiceNow transition, defining import logic and data relationships so production ITSM cutover preserved the asset and configuration context required for reliable service operations.
• Managed asset governance and lifecycle processes for more than 25,000 university workstations, printers, monitors, classroom technologies, and peripherals serving over 100,000 daily users, giving leadership clearer visibility into location, assignment, use, and disposition.
• Preserved assignment, location, lifecycle, and use relationships during the ServiceNow transition, creating identity-adjacent operational evidence for who had which institutional assets and how support teams should reason about ownership during service requests.
• Supported Configuration Management integration with Microsoft System Center and SAP Business Objects-based reporting, turning endpoint and asset data into more useful business intelligence for university IT decisions.
• Onboarded critical university departments into a shared-services model for end-user systems administration, including Human Resources, Business & Finance, Information & Technology Services, and the Office of the President & Administration.
• Helped plan touchless user-state migration, Windows and application upgrades, workstation refresh, and support-model updates for 25,000 users across more than 100 university departments and divisions, reducing disruption during enterprise service consolidation.
• Developed and delivered ITIL training to End User Computing team members after train-the-trainer preparation, improving consistency in incident, request, service transition, and operational practices across the support organization.
• Maintained campus computing sites and laboratories across workstations, printers, network infrastructure, and physical environments, supporting reliable academic and administrative access at institutional scale.
• Developed procurement, lifecycle-management, and disposition processes for end-user assets, giving university IT a cleaner chain of custody from purchase through retirement.
• Provided VIP cybersecurity and technical support for critical university personnel, resolving escalations and deployments where reliability, discretion, and rapid response mattered to institutional leadership.