WORK EXPERIENCE

IT Business Relationship Manager | Trinity University | April 2024 – August 2025

• Built collaborative relationships with business leaders and stakeholders to align IT solutions with organizational goals and enhance the user experience. 
• Resolved escalated service delivery challenges by partnering with SMEs and cross-functional teams to restore service continuity, drive continuous improvement, and enhance client satisfaction. 
• Connected teams and clients by breaking down silos and aligning technology initiatives with business goals. Ensured clear communication between stakeholders and IT to foster a shared understanding and achieve successful outcomes. 
• Engaged stakeholders through workshops, interviews, and research to gather requirements and identify pain points, then drove process improvement by assessing IT initiatives, gathering feedback, and collaborating across departments to translate needs into strategic solutions and optimized workflows. 
• Managed the ITS service catalog by aligning offerings with business needs and industry trends, identifying opportunities for innovation, and driving strategic IT planning. 
• Collaborated with project managers and technical teams on intake, forecasting, and proposal advancement while driving successful project delivery by aligning technology initiatives with business goals. 
• Promoted awareness and adoption of IT services and innovations by leading campus events, developing training materials, and coordinating marketing efforts to enhance workflows and client engagement across the organization. 
• Designed and implemented organization-wide change management strategies, including Canvas LMS, Zoom Phones, and Zscaler, by developing stakeholder engagement and communication plans to support technology adoption.
• Supported the implementation of change management strategies for the Workday Student project, including coordinating feedback, testing, and facilitating student, faculty, and staff focus groups to ensure successful adoption.
• Led strategic initiatives, including the AI Literacy Initiative and MicroTech Talks learning community, designing workshops, events, and campaigns to educate and engage students, faculty, and staff on emerging technologies. 
• Assumed leadership of a failing enterprise telephony implementation by restructuring the plan, aligning cross-functional teams, and applying change management strategies to drive adoption and on-time deployment. 
• Develop communication for the Finance and Administration Division’s Mission Control Team, ensuring clarity and alignment across supervisors.
• Served as a representative of the Information Technology Services department in the University’s Crisis Management Team.

Training and Outreach Specialist | Trinity University | June 2021 – April 2024

• Designed and delivered live and remote training on IT products and services, driving adoption through tailored learning paths.
• Created multi-channel marketing campaigns (email, web, social media, print) to promote IT initiatives, increasing awareness and engagement.
• Collaborated with service owners to align training and knowledge base content with customer needs.
• Administered the university’s online training library system, including LinkedIn Learning, to support professional development and enhance digital literacy across campus.
• Directed marketing for the “ITS Fiesta,” a month-long program of workshops, talks, and product demos, including branding, web content, email campaigns, and social media promotion.
• Developed a comprehensive Adobe Creative Cloud training program, delivering both live workshops and on-demand video tutorials.
• Designed and led interactive digital literacy workshops for incoming students, enhancing early engagement with IT services and reducing the need for support at the beginning of the semester.

Instructor | The Creative Light | May 2018-April 2022

• Designed and implemented a 12-hour Branding course.
• Instructed students in market research, intellectual property law, creating an outstanding identity, and branding strategy.
• Assigned in-class and outside-of-class assignments that would develop students’ understanding of branding and creating a style guide for their brand.

Information Technology Manager | The Art Institute of San Antonio | April 2019-May 2021

• Oversaw all campus technology operations, including faculty and staff workstations, classroom AV systems, computer labs, networking infrastructure, security camera and door access systems, copystations, photography and video studios, and the print lab.
• Delivered daily technical support and equipment management for over 150 employees and more than 1,000 students, ensuring minimal downtime and high user satisfaction.
• Led departmental communications with students, faculty, and staff, streamlining service updates, issue resolution, and outreach efforts.
• Acted as the subject matter expert for Media Resource Centers across regional schools, standardizing processes and ensuring consistent service quality.
• Provided interim leadership and on-site support at regional campuses during staffing gaps, successfully training and onboarding new technology managers.
• Designed and implemented technology policies and procedures aligned with evolving student needs, enhancing usability and access to resources.
• Partnered with academic leadership to launch new technology services and enhance existing offerings, improving student and faculty experience.
• Collaborated with the Faculty Technology Committee to plan and prioritize annual capital purchases, aligning investments with academic goals.
• Directed a team of up to ten media and technology staff, providing mentorship, setting performance goals, and driving operational efficiency.

Media Services Coordinator | The Art Institute of San Antonio | January 2013-April 2019

• Directed daily operations of the Media Resource Center, including the Print Center, Photography Studio, Video Studio, and campus-wide lending of photo, video, and audio equipment.
• Oversaw the inventory and procurement of all printer supplies and consumables across the campus, ensuring uninterrupted print services for students, faculty, and staff.
• Delivered responsive AV support across campus, including general classrooms, computer labs, and specialized culinary labs, ensuring minimal downtime and high instructional continuity.
• Served on the National Media Resource Center Strategy Team, contributing to long-term planning and implementation of industry best practices across regional institutions.
• Collaborated with the Faculty Technology Committee to plan and prioritize annual capital investments in media technology, aligning purchases with evolving academic needs.
• Performed and coordinated repair, maintenance, and lifecycle management for all media assets, extending equipment usability and optimizing budget.
• Led the design and visual strategy for the IT department communications, developing branded content for student, faculty, and staff outreach across print and digital formats.
• Advised academic and administrative departments on print materials and managed end-to-end print production processes to ensure quality and consistency.
• Supervised and developed a team of five staff members, setting performance goals, providing training, and ensuring adequate support of media services.