Jeffrey LeBrun
Brookfield,MA
Summary
Highly motivated IT leader with 20+ years of experience driving operational excellence and innovation in higher education technology. Proven ability to leverage data, foster collaboration, and implement strategic initiatives to enhance user experiences, streamline operations, and achieve measurable results. Expertise in IT service management, project management, strategic planning, stakeholder communication, budgeting, cybersecurity, and technology procurement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Director, End-User Services & Help Desk Coordinator
Worcester State University
05.2016 - 12.2024
- Led an analytics-driven transformation of IT support, reducing resolution times by35% and improving user satisfaction through performance dashboards and KPIs
- Led teams of up to 19 personnel, supervising daily performance, as well as training and improvement plans, fostering collaboration and growth
- Implemented advanced cybersecurity measures (MFA, endpoint protection) for a40% reduction in security incidents
- Strategically planned and executed a cost-saving desktop/mobile device replacement cycle, saving $200,000 annually through vendor negotiations
- Oversaw campus licensing agreements and IT purchasing, ensuring compliance and fiscal responsibility ($1.2M budget)
- Designed Help Desk procedures for improved team productivity and knowledge transfer
- Implemented M365 and Google Workspace solutions, streamlining account management and collaboration
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
Staff Assistant – Student, Faculty, and Staff Laptop Support Services
Worcester State University
06.2008 - 05.2016
- Engineered server-based deployment processes for faster device setup (50% reduction) and consistent configurations
- Partnered with faculty to integrate software, improving departmental efficiency and academic outcomes by25%
- Supervised the Laptop Repair Depot, implementing Lean methodologies to reduce turnaround time (under24 hours)
- Conducted training sessions on accessing IT resources, increasing self-service rates and reducing Help Desk queries by20%
- Researched and implemented emerging IT trends, positioning the university as a leader in education technology
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
Computer Support Technician
Worcester State University
09.2004 - 06.2008
- Integrated a PC repair queue with the Help Desk, scaling service capacity by200% while maintaining a95% satisfaction rate
- Provided comprehensive end-to-end IT support, achieving an average resolution time under24 hours
- Upgraded computer lab infrastructure, ensuring24/7 availability and reliability
- Developed technical documentation and workflows for improved team efficiency and onboarding
- Maintained a secure computing environment by staying up-to-date with industry best practices and ensuring the proper application of security protocols.
- Collaborated with team members to diagnose complex technical issues and develop effective resolutions.
Education
Master of Science - Business Leadership
Worcester State University
Worcester, MA05.2016
Bachelor of Science - Business Administration
Worcester State University
Worcester, MA05.2008
Skills
- IT Service Management & Process Optimization
- Strategic Project Management
- Budgeting & Financial Planning
- Cybersecurity & Risk Mitigation
- Technology Procurement & Vendor Management
- Stakeholder Engagement & Change Leadership
- Emerging Technologies Integration
- M365 & Google Workspace Administration
- Project management
- Strategic leadership
- Analytical thinking
- Coaching and mentoring
Accomplishments
- Analytics Integration: Designed Avanti HEAT dashboards to improve data-driven decision-making, reducing ticket backlog by30%.
- Cost Optimization: Consolidated IT vendors and implemented a procurement plan, achieving $500,000 in savings over three years.
- Mobile Technology Roadmap: Co-led the WSUMobile Task Force, delivering a comprehensive plan with BYOD policies and mobile device pilot programs.
- Cybersecurity Awareness: Launched a KnowBe4 training program, reducing phishing incidents by50% and improving security posture.
- Sustainability Initiatives: Transitioned to energy-efficient IT systems, reducing the university’s carbon footprint by20%.
Certification
- ITIL – Foundation Certificate in IT Service Management (ITILF)
- Project Management Professional (PMP) Certification (In Progress)
- Apple Certified Mac Technician (ACMT)
- Dell, HP, Lenovo Hardware Specialist Certifications
- Tomorrow’s Skills for Today’s Manager (Consortium Certificate)
- Data Analysis for Decision-Making (LinkedIn Certification)
Awards
Extraordinary Dedication Award (2014), Campus Collaboration Award (2020)
Affiliations
Member of various committees, including the Administrative Technology Advisory Committee (2016-2024), Alcohol and Other Drug Task Force (2017-2020), and Mobile Task Force (2012-2013).
Timeline
Associate Director, End-User Services & Help Desk Coordinator
Worcester State University
05.2016 - 12.2024
Staff Assistant – Student, Faculty, and Staff Laptop Support Services
Worcester State University
06.2008 - 05.2016
Computer Support Technician
Worcester State University
09.2004 - 06.2008
Master of Science - Business Leadership
Worcester State University
Bachelor of Science - Business Administration
Worcester State University
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