Experience

Professional Experience

Lifeway; 2013 - Present

Manager, End User Support (May 2021 – Present) Leading a group of talented technologists as they fuel Lifeway's technology needs! Responsibilities include end-user support, endpoint management, collaborative tooling, implementation of cybersecurity initiatives,

Interim Director, IT Operations (Jun 2020 – December 2020) Providing interim leadership for the IT Operations department; including the employee-facing IT support teams, audio/video, telecom, data center, network infrastructure, DevOps/CloudOps, storage, and contract management. Focused on coaching, personnel development, and business partner relationship management. 

IT Support Manager (May 2016 – May 2021) Managing Tier One and Two support teams; employee-facing applications such as G Suite and Zoom, end-user hardware, print management, and videoconferencing room management. Recruiting, mentoring, and developing the next generation of IT professionals. Oversaw the execution of major projects such as the LifeWay corporate consolidation and relocation, the institution of the Tech Stop (walk up technical support), retail network upgrade, and retail point of sale overhaul. Co-host of LifeWay IT Tech Talk video calls used to teach, train, and raise IT awareness across the LifeWay enterprise. 

IT Support Engineer (Jul 2015 – May 2016) Tier Two desktop support for Windows and macOS platforms and hardware. Direct support for LifeWay executive team. Jamf administration of macOS and iOS platforms. Key player in the LifeWay computer refresh program, along with training and documentation of various tools and platforms. 

IT Support Analyst (Aug 2014 – Jul 2015) First-line (Tier One) help desk support for LifeWay corporate employees, with cross-training into the retail environment. Key player in retail server upgrade project. Strong customer service skills. 

Web Support Analyst (Apr 2013 – Aug 2014) Customer-facing support of digital products and platforms on LifeWay.com; including live chat, email, and phone support. Experience supporting A/V in the church world vital for supporting large simulcast events. 

Experience (Pre-Lifeway) 

Partner Service Rep II, Christian Broadcasting Network (Nov 2011 – Apr 2013) 

Customer-facing support of myCBN.com. Other responsibilities included praying with various inbound callers, maintaining relationships with donors, and copy creation for television program. Assisting financial partners with various customer service issues while maintaining excellent service and call times. 

Children’s Pastor & Media Coordinator, Metro Baptist Church (Apr 2006 – Sept 2011) 

Managed a team of 40+ volunteers, overseeing all facets of the children’s program (newborn to 5th grade). Designed print media advertisements and weekly video presentations, including graphics packages and original video content. Performed general IT troubleshooting on Windows systems and network infrastructure.