Deanna Collins
Brooklyn,NY
Summary
- Program Management
- Budget Management
- Staff & Program Development
- Help Desk Management
- IT Administration/Support
- Workshop Facilitation
- Data Management
- Team Builder/Leader
- Outreach & Marketing
- Public & Customer Relations
- Project Management
- Strategic Planning
- Effective Communicator: Written & Verbal
Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
36
36
years of professional experience
Work History
Director of Client Services
New York Botanical Garden
New York, NY
08.2021 - 09.2023
- Managed Client Services Operations; administered timely and quality services to 614 employees; fulfilled current and anticipated clients' needs encompassing hardware/software installs, upgrades/maintenance, asset procurement/management, application support/training, etc
- Lead and developed a team of IT professionals; leverage knowledge, skills, and abilities for progressive engagement and contributions to operational effectiveness; plan and execute staffing coverage/deployment
- Periodically met with clients/ department heads to assess, plan, and execute IT initiatives to support their programs/departments, e.g., computer installations, smart device configuration, office and/or even space logistics, Audio/Visual set-ups, etc
- Developed and implemented policies and procedures - aligned with best practices - to streamline operations and yield enhanced client engagement and satisfaction; established and implemented assessment tools and metrics to monitor and gauge effectiveness; took corrective action as needed
- Managed help desk operations (tier 1 support); provided tier 2 support to troubleshoot and resolve IT related challenges; dispatched techs as needed using KACE ticket management system
- Managed vendor relations related to product/service acquisitions: negotiated fees/costs, defined terms of services, approved invoices for processing and payments, etc
- Partook in leadership meetings to plan organizational goals related to technology; identified available and needed resources, formulated timelines for objectives and deliverables, etc.; served as project lead
- Prepared and presented productivity and/or status reports, and analysis highlighting risk and opportunities with recommendations on how to mitigate and/or capitalize
- Partnered with IT senior leadership (i.e., CIO and AVP of Technology) to ensure IT security protocols are current, employees were informed and compliant.
- Established goals and objectives for the department based on organizational needs.
User Education and IT Support Assistant
Baruch College – Baruch Computing and Technology Center
New York, NY
02.2004 - 08.2021
- Provide Tier 2 hardware, software and network support via phone, email and on-site for a customer base of 20,000+
- Configure laptops, IOS devices and PDAs to specifications for optimum performance
- Troubleshoot, diagnose, and resolve customers’ network connection, software, and hardware problems
- Support faculty and students with Blackboard, and various online educational tools/resources
- Validate, enter and/or update trouble-tickets into database, and delegate to appropriate IT teams
- Follow-up with customers to ensure satisfaction with resolution and services provided
- Collaborate with management to establish, document, and administer help desk policies and procedures, and reference
- Materials for staff training/guidance
- Facilitate training workshops and informational forums to educate staff, faculty and students on available college technology, wireless networking, computer security, MS Office, etc
- Train new employees on all systems and provide guidance on Help Desk’s policies and procedures.
Program Administrator
State University of New York – Research Foundation
Brooklyn, NY
07.1997 - 06.1999
- Managed operational budget of over $400,000.00
- Planned, developed, and implemented program curriculum, operational protocols, and guidelines
- Established performance goals for intake, case management, and job placement units in alignment with NYC Welfare-to-Work mandates
- Managed, and evaluated performance of Job Developers, Case Managers, Skills Trainer, Administrative Assistant and Data Entry Clerk, and took corrective action as needed
- Monitored and reported program’s performance and outcomes to SUNY Research Foundation and Human Resource Administration; adjusted operations and/or goals accordingly
- Liaised with various state, city and local agencies establishing working relationships, and network of employment options
- Assessed staffs’ strengths, weaknesses, and knowledge gaps, identified, and implemented corrective actions
- Liaised with local social security agencies and/or BEGIN supervisors
- Planned and coordinated informational forums, and community outreach initiatives.
Lab Supervisor
Hunter College
New York, NY
09.1987 - 07.1995
- Provided technical support to students, faculty, and staff, and resolved MAC and PC hardware/software issues
- Hired, trained, and supervised all lab staff (P/T), and evaluated performance
- Prepared and maintained daily schedule for 100 P/T employees
- Managed annual student budget of $75,000 and maintained inventory and maintenance log of equipment.
Helpdesk Associate
Hunter College - Administrative Computing & Information Technology
New York, NY
09.1987 - 06.1995
- Verified cash receipts and entered information into database
- Received, approved, and fulfilled requests for duplication and distribution of site-license software
- Processed staff payroll, purchase requisitions, and maintained log/records of actions
- Updated computer user manuals, standard operating procedures, and training materials Facilitated seminars and workshops on QuarkXPress, PageMaker, MS Works, and Microsoft Office
Education
Bachelor of Arts in Political Science -
Hunter College, City University of New York
01.2009
Technology Summary
McAfee/Norton Virus Protection Utilities, Microsoft Office Suite 2016 (Word, Excel, PowerPoint, Access, SharePoint, CRM Tools Project, Outlook), Remote Desktop, Track-It!, KACE, Dropbox, MS Teams, Zoom, PC based desktops, Macs, Laptops, Scanners, Printers, Active Directory, Bomgar
Affiliations
- Pacesetter ($3000.+) fundraiser for Making Strides Against Breast Cancer
References
References available upon request.
Timeline
Director of Client Services
New York Botanical Garden
08.2021 - 09.2023
User Education and IT Support Assistant
Baruch College – Baruch Computing and Technology Center
02.2004 - 08.2021
Program Administrator
State University of New York – Research Foundation
07.1997 - 06.1999
Lab Supervisor
Hunter College
09.1987 - 07.1995
Helpdesk Associate
Hunter College - Administrative Computing & Information Technology
09.1987 - 06.1995
Bachelor of Arts in Political Science -
Hunter College, City University of New York
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