Nicholas Hunt
Belleville,MI
Summary
Experienced IT Operations professional with a proven track record of managing technical support teams and delivering high-impact IT solutions across enterprise-scale environments. Currently leading a team supporting thousands of campus devices and resolving a broad range of hardware and software issues. Known for building efficient systems, managing large hardware/software budgets, and consistently delivering exceptional customer service with emotional intelligence at the forefront leading. Seeking to contribute my leadership and hands-on expertise in a progressive organization where innovation, people, and professional development are valued.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of User Services
Ellucian – Washtenaw Community College
Ann Arbor, MI
01.2021 - Current
- Lead IT support operations for over 3,500 Windows and macOS devices, overseeing a team of 8 IT professionals across academic and administrative environments.
- Manage multiple departmental budgets totaling over $1.5 million annually, supporting hardware procurement, software licensing, and IT operations.
- Plan, purchase, and implement annual computer refresh cycles, coordinating timely upgrades across campus classrooms, labs, and offices.
- Spearheaded the institution-wide migration to Windows 11, completing the project ahead of schedule and with zero major incidents.
- Collaborate closely with external vendors to secure optimal pricing, consistently achieving cost reductions of 10% or more on institutional computing purchases.
- Collaborate with Executive Leadership to align IT services with academic and administrative priorities.
- Provide high-level data for Executive Leadership board meetings, and monthly and yearly reports.
- Work hand-in-hand with partner organizations to support large-scale trades and community events, ensuring technical requirements are met across campus venues.
- Raised customer satisfaction ratings from an average of 4.0 to 5.0 over a three-year period — the highest score among all campus service areas.
- Implemented Microsoft LAPS via Intune, improving endpoint security and simplifying administrative account management.
- Introduced self-service software deployments, enabling users to install approved applications without IT intervention.
- Enhanced endpoint protection by integrating Endpoint Detection and Response (EDR) into the college's antivirus platform.
- Honored with the High Impact Award in both 2023 and 2024, recognizing outstanding contributions to the company. Served as a role model for others in helping Ellucian scale, accelerate, and innovate across the organization.
- Utilize Citrix Virtual Apps to maintain secure access to legacy systems like Banner 8.
- Drive service delivery improvements through process automation, documentation, and performance analytics.
- Implementation of ABR to control administrative rights and further strengthen security posture while allowing flexibility
- Implementation of ThreatDown patch management
- Provide 24/7 Faculty and Staff support in partnership with Helpdesk
- Created short term computer lending program for faculty and staff to use for events or emergencies
- Created long-term laptop lending program for students in partnership with administration and Academic Services
- Leveraged AI to create GPT’s for IT Leadership and IT Staff communication development.
User Services Manager
Ellucian - Washtenaw Community College
Ann Arbor, MI
08.2019 - 01.2021
- Maintained, planned, and created One-million-dollar budgets for software licenses, maintenance, and hardware procurement.
- Transitioned campus Faculty and Staff to hundreds of laptops in a matter of days at the beginning of the COVID-19 pandemic to provide business continuity and work from home capabilities.
- Acted as a liaison between the college, instructional departments, and vendors.
- Supported and managed Help Desk, Desktop Technology, and Lab/Classroom Technology.
- Provided project management and ensured technicians had the necessary tools.
- Tracked purchases, shipping, and receiving IT hardware.
- Trained and scheduled staff for technical support across the college.
Information Technology Support Specialist II
Washtenaw Community College
Ann Arbor, MI
04.2011 - 08.2019
- Deployed 100's of PCs and software using SCCM and KACE yearly.
- Planned and coordinated smaller IT projects; managed monthly budgets for printing supplies
- Provided advanced software support and resolved complex issues.
- Maintained equipment in labs/classrooms and ensured compliance.
- Assisted in writing equipment specs and liaised with third-party repair services.
- Created technical documentation for process and lab management.
Education
A.A.S. - Computer Networking
Washtenaw Community College
Ann Arbor, MISkills
- Team Leadership & Staff Development
- IT Operations & Asset Management
- Customer Service Excellence
- Process Improvement & Automation
- Project coordination
- Policy and Procedure Development
- Change Management
- Budget Development and Oversight
- Endpoint Management and Refresh
- Trust and Relationship Building
- Strategic planning
- Verbal and written communication
Certification
- Dell Certified Laptop, Desktop, and Printer Technician
- Parts Now Printer Repair Technician
- PC Repair Technician (CompTIA A+ Equivalent)
- Microsoft MTA Certifications: Networking, Server Administration, Windows OS
- Member of Merit MITE forum – a consortium of IT leadership in Higher Ed
- Extensive training in Leadership, Management, Workplace Diversity, Data Security and Privacy, International Business, ITIL 4 Foundations
- AI use, policy, and best practice
Timeline
Director of User Services
Ellucian – Washtenaw Community College
01.2021 - Current
User Services Manager
Ellucian - Washtenaw Community College
08.2019 - 01.2021
Information Technology Support Specialist II
Washtenaw Community College
04.2011 - 08.2019
A.A.S. - Computer Networking
Washtenaw Community College