Kellie Kendrick
El Sobrante,CA
Summary
Versatile manager with expertise in IT operations, systems integration, and leading cross-functional teams. Successfully manages complex projects, optimizes processes, and consistently delivers seamless tech solutions within budget and on time. Passionate about collaboration, problem-solving, and creating inclusive environments where both technical and non-technical teams thrive. Driven approach to leadership fosters an atmosphere of growth and productivity.
Overview
14
14
years of professional experience
Skills
- Asset Management
- Budget Management
- Business Process Support
- Cloud Computing & Systems Integration (Google Apps, Microsoft)
- Continuous Improvement
- Contract Management
- Customer Service
- Database Management
- Documentation & Review Skills
- Incident Management
- Computer Installations & Maintenance
- IT Operations & Support Management
- Knowledge Management
- Microsoft Office Suite
- Multitasking & Organizational Skills
- Office Administration
- Procurement Management
- Problem-Solving
- Space Planning
- Technical Support & Troubleshooting
- Training & Support Management
Accomplishments
- Spearheaded the integration of Mills College's IT infrastructure with Northeastern University, supporting the seamless transition of services while ensuring alignment with new institutional standards.
- Managed and consolidated two distinct teams into a unified, high-performing technology support services group, resulting in streamlined operations and improved service delivery.
- Led the implementation of new service desk software across the IT department, significantly enhancing operational efficiency and user support.
- Facilitated remote work transitions during the COVID-19 pandemic for over 500 faculty and staff, providing crucial technical support for virtual learning platforms and remote operations.
- Oversaw $1 million in annual IT purchasing, developing a more efficient procurement process that ensured cost-effective acquisitions aligned with institutional goals.
Work History
Support Services Manager
Northeastern University
07.2022 - 06.2024
- Leader in integrating Mills College's IT infrastructure into Northeastern University systems, ensuring completion within two months before the semester start.
- Leader in the campus-wide migration from Google Enterprise to Microsoft Enterprise, coordinating with multiple stakeholders to seamlessly transition email, authentication, and support systems to Teams and ServiceNow. This involved strategic planning, communication, and training across all departments, ensuring minimal disruption and high adoption rates.
- Orchestrated the conversion of the Oakland help desk to a 24/7 support model and the establishment of a tech bar in California, replicating Boston's IT help concierge.
- Negotiated and transferred over 100 services and applications, including ERP, email, and service desk, ensuring seamless transition and contract closure.
- Managed conversion of 900 devices and workflows to Northeastern infrastructure, completing transition in 18 months and facilitating communication and acclimation to new system.
- Conducted regular performance evaluations for team members, identifying areas for improvement and providing constructive feedback.
Manager Of Technology Support Services
Mills College
11.2019 - 06.2022
- Consolidated Technology Training and Technology Support Services into a unified team by merging two separate staff groups into one cohesive unit, while retaining the responsibilities of the previous roles.
- Reviewed and restructured infrastructure and job descriptions to align with new support systems team, adapting to changes during COVID-19 pandemic.
- Leader in facilitating the remote work setup for 250 staff and 250 faculty during COVID-19, contributing to the implementation of Zoom for classes and supporting LMS upgrades with technical integrations.
- Developed and implemented hardware loan programs, including an iPad program, to support remote work and learning, managing global distribution and tracking purchases.
- Leveraged Google and Microsoft products and resources within higher education, collaborating with departments like student life, student accounts, and registrar through Basecamp to maximize resources during financial challenges.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Manager of Technology Training
Mills College
05.2016 - 11.2019
- Supervised IT help desk. Led Help Desk Specialist and IT Trainer, providing front line support for students, staff, faculty, and alumni, resulting in improved IT service delivery.
- Managed enterprise IT procurement and budget. Oversaw software and hardware purchases for the entire enterprise, managed vendor relationships, and maintained inventory for over 1,200 devices. Collaborated on a $1M budget, ensuring accurate procurement and delivery.
- Created staff and faculty IT policies. Developed comprehensive content for IT policies and employment procedures, ensuring consistent compliance and knowledge.
- Managed IT orientations for new employees, including Gmail, computer basics, and online best practices, resulting in seamless integration for new hires.
- Managed ERP system training. Conducted basic training on Banner by Ellucian, enhancing user proficiency and system utilization.
- Supervised development of student IT orientation materials. Created and managed sessions and resources, improving student understanding and use of IT services.
- Managed content for student resources. Developed materials on account usage and internet access, increasing student engagement and resource efficiency.
Coordinator of Technology Training
Mills College
03.2014 - 05.2016
- Trained faculty and staff in ITS resources, computer applications, and general computer-telephone use, resulting in improved technology proficiency.
- Oriented new employees on resources and IT services, ensuring smooth integration and effective use of systems.
- Developed student IT orientation materials. Led sessions and provided resources, improving student understanding and use of IT services.
- Developed and implemented training programs for faculty and staff, focusing on Microsoft Office, Google Apps for Education.
- Maintained ITS-related webpages on college website, providing up-to-date information and resources for users.
- Managed help desk product, ensuring efficient resolution of technical issues and maintaining high customer satisfaction levels.
Helpdesk Specialist
Mills College
07.2010 - 03.2014
- Operated ITS helpdesk, assisting faculty, staff, and students with software applications and hardware troubleshooting, resulting in efficient problem resolution.
- Provided day to day technical assistance via phone calls, emails, and community walk-ins, enhancing user experience and support responsiveness.
- Maintained helpdesk knowledge base and quarterly technology newsletters, ensuring up to date information and resources for users.
- Supported ITS teams in maintaining ITS webpages, contributing to accurate and timely dissemination of information.
- Assisted ITS purchaser with technology acquisitions, facilitating procurement of necessary equipment and resources.
Education
Bachelor of Arts in Economics -
Mills College
Oakland, CAWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balancePaid time offPaid sick leaveHealthcare benefitsCompany CultureTimeline
Support Services Manager
Northeastern University
07.2022 - 06.2024
Manager Of Technology Support Services
Mills College
11.2019 - 06.2022
Manager of Technology Training
Mills College
05.2016 - 11.2019
Coordinator of Technology Training
Mills College
03.2014 - 05.2016
Helpdesk Specialist
Mills College
07.2010 - 03.2014
Bachelor of Arts in Economics -
Mills College
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