JUSTIN MORGAN
Otego,NY
Summary
Strategic and accomplished leader with extensive experience in policy development, regulatory compliance, and program implementation. Proven record of interpreting legislation, managing process improvement initiatives, and coordinating cross-functional teams to achieve organizational objectives. Skilled in stakeholder engagement, IT project management, and supervising professional staff. Adept at translating complex regulations into actionable procedures and ensuring compliance with State and Federal guidelines.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
Information Technology Exchange Center (ITEC)
07.2020 - Current
- Directed service delivery operations for 12 State and Community Colleges, ensuring alignment with SUNY policies and IT governance standards.
- Collaborated with leadership, IT staff, and third-party vendors to implement complex technology and compliance projects.
- Developed policies and internal procedures for case management, technology resource allocation, and project documentation.
- Led transition initiatives including migration from Confluence to SharePoint and database hosting modernization, completing projects ahead of schedule.
- Conducted performance and compliance reviews across campuses to ensure procedural adherence and continuous improvement.
Support Specialist
SICAS Center
10.2017 - 07.2020
- Interpreted and implemented SUNY and State financial aid policies across 65 colleges and universities.
- Created and updated technical documentation, training materials, and process guides to enhance compliance and procedural consistency.
- Participated in policy development and process automation for Excelsior Scholarship program verification and certification.
- Provided IT support and quality assurance testing for SUNY enterprise software systems, ensuring data accuracy and regulatory compliance.
- Utilized Oracle SQL for reporting, auditing, and verifying policy adherence within institutional databases.
Assistant Director of Student Financial Services
SUNY Delhi
04.2012 - 10.2017
- Oversaw financial aid administration and compliance for multiple programs, ensuring adherence to State and Federal regulations.
- Developed, documented, and implemented internal policies and training programs for professional and clerical staff.
- Represented Student Financial Services in high-level meetings with the College President and Provost to address compliance and process integrity.
- Served on SUNY-wide policy committees, contributing to the creation of the Open Consortium Policy.
- Created and led financial literacy and compliance seminars for diverse student populations.
- Identified and corrected violations of NYS educational policy, advising leadership on corrective legislative compliance measures.
Offsite Admissions and Financial Aid Case Manager
SUNY Delhi
09.2009 - 04.2012
- Managed compliance for offsite programs by ensuring all operations met Federal and State education standards.
- Coordinated cross-departmental collaboration to maintain alignment with SUNY policy changes and accreditation requirements.
- Led implementation of the Banner Document Management Suite, transitioning the college to a paperless, compliant process.
- Conducted policy research and chaired interdepartmental meetings to ensure institutional alignment with new SUNY Cross Registration guidelines.
Case Worker
NY Connects of Otsego County
08.2007 - 08.2009
- Managed caseloads of over 40 clients, ensuring compliance with State and Federal entitlement programs and regulations.
- Developed and implemented case management processes that aligned with policy and procedural standards.
- Coordinated with local agencies to optimize service delivery for vulnerable populations under regulatory oversight.
Education
B.A. - Political Science
State University of New York at Albany
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Client relationship management
- Incident management
- Project planning
Timeline
Service Delivery Manager
Information Technology Exchange Center (ITEC)
07.2020 - Current
Support Specialist
SICAS Center
10.2017 - 07.2020
Assistant Director of Student Financial Services
SUNY Delhi
04.2012 - 10.2017
Offsite Admissions and Financial Aid Case Manager
SUNY Delhi
09.2009 - 04.2012
Case Worker
NY Connects of Otsego County
08.2007 - 08.2009
B.A. - Political Science
State University of New York at Albany