MARC MERRILL

• Administered USNH enterprise technology and services, ensuring optimal functionality of Canvas LMS, Zoom, Kaltura, EAB Navigate, Qualtrics, Microsoft Teams, Google Workspace, Active Directory, and additional software platforms.
• Executed technical administration of enterprise platforms through GUI, SIS import, API scripting, Google Cloud, utilizing Python, SQL, JavaScript, CSS, and HTML.
• Field/Troubleshoot tier 2 support requests via TeamDynamix ticketing system and service request workflows, user provisioning, permissions, authentication, & security issues.
• Serve part-time as technical lead for iLearnNH grant funded program to provide technical guidance and support to K-12 New Hampshire school districts participating in the grant.
• Recommend, advise new process improvements, coordinate with vendor support, develop BPs/SOPs new methodologies, research and test new software releases/deploys.
• Document application support guides, KBs, FAQs, and create data reporting as needed, and complete all tasks in accordance with organizational policies/SLAs.

• Responsible for USNH IT Service Management analysis and TeamDynamix ITSM platform support using ITIL methodology, data analytics, current state analysis, and future state process improvements for numerous enterprise technology service lines.
• Oversaw various projects aimed at optimizing change management, problem resolution, and incident handling to improve overall service delivery.
• Organized and led management committee meetings, ensuring comprehensive review of all enterprise technology staff submissions.
• Administered TeamDynamix IT service management application as backup administrator.

• Consult with a diverse client base to deliver technical solutions on a contract basis.
• Assist with web & software development projects using HTML, CSS, VB, JS, PHP, SQL.
• Prepare reports, data analytics, KPIs, presentations, documentation, FAQs.
• Provide installation, configuration, and administration technical support to WordPress, Drupal CMS, SalesForce, MS-SharePoint, and SQL database systems.

• Worked with UNH Academic Technology management to develop business reporting to assist with strategic decisions in support of faculty and students in the use of technology.
• Using various tools such as SQL, SAP Crystal Reports/WebI, extracted and transformed numerous forms of data from various database systems to create a data warehouse.
• Produced various ad-hoc reports, charts, graphs, documentation, and dashboard systems for deployment on MS-SharePoint, Drupal, and other university web sites.
• Provided Tier 1 and tier 2 technical and administrative support of MS-Sharepoint & Blackboard LMS using BMC Remedy ticket system, email, and phone to faculty, staff, and student users.
• Maintained all reporting delivery frameworks, associated documentation, and SOPs/BPs.

• Responsible for support, maintenance, administration, and custom development of all web based CMS & LMS systems to administer and coordinate training, documentation, and collaboration for EMC Symmetrix Engineering.
• Managed and executed all phases of software development, including in-depth project requirements research, coding, prototyping, beta testing, documentation, and implementation, to ensure successful product launch.
• Oversaw project scope development and documentation efforts, mentoring three software engineers to foster effective communication, project execution, and teamwork.

• Developed and maintained comprehensive technical documentation for software applications and user manuals.
• Collaborated with cross-functional teams to gather requirements and ensure accuracy of technical content.
• Edited and reviewed technical documents, enhancing clarity and consistency across all materials.
• Implemented documentation standards and best practices to improve efficiency in writing processes.
• Led training sessions for junior writers on documentation tools and methodologies.
• Conducted user research to identify needs, improving usability of technical documents and resources.

NCAA All-American Golf Team

Dean’s List 3 semesters