Cullen Malley
Summary
Experienced IT support specialist with a versatile skill set dedicated to providing clients with clear and practical guidance. Adept at providing positive customer interactions, de-escalating as needed. Consistently striving to document existing systems. Committed to delivering solutions and driven to improve the efficiency of current of operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Executive IT Support Consultant
Carnegie Mellon University
10.2023 - Current
- Provide priority and immediate support to College President, VPs, and senior leadership
- Respond to customer inquiries and provide technical assistance over phone, remotely, and in person.
- Configure hardware and software for employee work stations.
- Resolve escalated issues by serving as subject matter expert on wide-ranging issues.
- Set up and support hybrid meetings and events around campus as needed
Lead ITS Client Services Analyst
Community College of Allegheny County (CCAC)
10.2022 - 10.2023
- Manage the ITS Client Services team at Allegheny Campus
- Act as the first point of contact for other department heads and leadership at Allegheny Campus
- Create and improve systems to assist in ITS productivity and workflow through Sharepoint and Power BI
- Provide priority support to College President, VPs, and Trustees and support executive monthly meetings
- Assist with and support the streaming of a per-semester event to all campus locations
ITS Client Services Analyst
Community College of Allegheny County (CCAC)
04.2021 - 10.2022
- Direct Tier 2 IT support across all four regional campuses working through ticketing systems (Freshservice and Cherwell)
- Install and maintain new Extron and Crestron software systems into classrooms
- Train new hires on standard operating procedures and best practices per CCAC policies
- Establish and maintain iPads for the Board of Trustees through Jamf
PC Rollout Technician — CCAC
eNGINE
01.2021 - 04.2021
- Recycled and re-imaged new devices for faculty and staff
- Set up and trained clients on device and software maintenance
- Investigate and problem-solve hardware and software issues
Print Shop Assistant
KENESS
03.2018 - 12.2020
- Created and quality checked printed works for clients
- Responsible for the upkeep and organization of shop
- Helped with small construction projects in remodeling of new store
IT Help Desk Student Worker
University of Pittsburgh
04.2016 - 04.2018
- Set up new workstations and devices for new faculty and staff
- Conducted software installation and training for faculty, staff, and students
- Provide fast and friendly Tier 1 customer service and technology support
Education
Bachelor of Arts - Studio Arts
University of Pittsburgh
Pittsburgh, PA12.2017
Community College of Allegheny County
Pittsburgh, PA06.2014
Skills
- MS Office Suite
- Outlook
- Adobe Creative Suite
- Active Directory
- Jamf
- Windows
- Linux
- IOS
- Android
- Sharepoint
- Process Documentation
- Basic Computer Architecture
- End User Support and Training
- Comprehensive System Diagnostics
Certification
- Extron Control Professional Certificate, 02/01/22
- Extron AV Associate, 02/01/22
- Google IT Support Professional Certificate, 11/01/20
Timeline
Executive IT Support Consultant
Carnegie Mellon University
10.2023 - Current
Lead ITS Client Services Analyst
Community College of Allegheny County (CCAC)
10.2022 - 10.2023
ITS Client Services Analyst
Community College of Allegheny County (CCAC)
04.2021 - 10.2022
PC Rollout Technician — CCAC
eNGINE
01.2021 - 04.2021
Print Shop Assistant
KENESS
03.2018 - 12.2020
IT Help Desk Student Worker
University of Pittsburgh
04.2016 - 04.2018
Bachelor of Arts - Studio Arts
University of Pittsburgh
Community College of Allegheny County
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