resume

Kelly L. Penskar 5316 Colony Woods Kalamazoo, MI 49009 (616) 387-0366 (W)(616) 353-3238 (H) kelly.penskar@wmich.edu http://homepages.wmich.edu/~penskark

Objective: Using experience and formal education in the areas of help desk management, project management, process improvement, computing information systems, computer training and mentoring students, I am pursuing a career involving computing technology, education and strategic planning to benefit community experiences with information technology.

Professional Experience

March 2000 to Present

Western Michigan University, Office of Information Technology

Project Lead, Information Technology Development. Manage projects and initiative for implementing innovative technology.Current projects include, Ubiquitous Computing pilot for Haworth College of Business and public student areas, Sun Education Center a learning resource for sun technology, defining the scope of services for the technology development work group, developing an information technology fluency model to enhance student experiences and knowledge at WMU.Project management skills include budget management, evaluating and developingsupportive technology infrastructures and support models, collaborating with vendors and campus partners, continuous assessment and planning.

June 1992 to March 2000

Western Michigan University, University Computing Services

Help Desk Coordinator.Provided effective, timely, and courteous consulting assistance to the WMU community through the development and supervision of Help Desk customer services.Provided effective and up-to-date technical training on supported software and hardware as needed by the Help Desk consultants.Routinely provided communication skills training and stress reduction techniques.Enhanced services through the development and implementation of tracking systems and resource databases.Providing expert support through maintenance of consulting manuals, resource materials and up-to-date hardware.Developed, implemented, and evaluated written procedures and policies for the Help Desk operation, and provided leadership to project teams assigned to Help Desk.Facilitated the development of an expert referral network through effective follow-up on problem calls and successful collaboration with department staff.Improved operations and services by identifying problem trends and developing workshops, support materials and documentation, recruited presenters and recommended procedural changes.

December 1990 to June 1992

Western Michigan University, University Computing Services

Microcomputer Consultant/Programmer.Provide microcomputing consulting services and assistance to the WMU community.Perform sales, promotional and management tasks and collaborate which technology vendors.Provide input on standardization of software and hardware in the university community.Develop and present workshops and training sessions.Develop and revise documentation to address accurate information to customers.

October 1989 to December 1990

Owner/President, Kelly Computer Creations

Augusta, MI

Owned and operated a computing and graphic design services company.Services offered:laser typesetting, logo and graphic design using a desktop publishing system, management information systems design, PC program customizing, database information management programming, training and consulting, and direct mail marketing.Published a Kalamazoo area apartment guide.

February 1988 to March 1990

Reproductive Health Care Center/Planned Parenthood

Kalamazoo, MI

Administrative Assistant for Development.Provided fund raising support to the Executive Director, staff, Board of Directors and volunteers to insure the financial and community support essential for agency fiscal needs.Supervised staff and volunteers in the development area.Assisted the Executive Director in the development and maintenance of the agency goals and fund raising operation plan.Responsible for programming in BASIC and various database languages to maintain the agency computer database of contributors, prospects and campaigns to produce statistical reporting of data through queries.

Accomplishments:

·Presented Comp2000 supervisor training to implement WMU's new pay-performance structure.
·Initiate and managed student development teams to produce a CD-based tool for connectivity to WMU’s dial-up network for three years.
·Facilitated campus-wide training for the implementation of Groupwise mail to WMU administrative staff.
·Developed lesson plans for UNV101 instructors for student orientation to technology services.
·Initiated an employee-training model for Human Resources technology training called LEAP, Learning and Empowering for Advanced Performance. Presented this model to WMU professional organizations and to the WMU President's Council.
·Developed and instructed a UNV101 freshman course designed to inform and guide students toward academic success.
·Coordinated and published the University Computing Services campus newsletter and other publications.
·Coordinated University Computing Workshops, developed and facilitated technology workshops, and maintained a course offerings and registration web site.
·Produced televised panel discussions on computing topics for instruction via EduCABLE, WMU’s campus cable channel
·Served as a sponsor and mentor for computer science project course CS460 which designed automated registration, billing and evaluation program modules for computer workshops.
·Introduced self-instructional programs for computer learning.
·Authored the initial web site for West Michigan Chapter, Help Desk Institute http://www.wmich.edu/helpdesk/hdi
·Co-authored the initial web site for University Computing Services http://www.wmich.edu/ucs
·Implemented Total Quality Management process improvement methods for Help Desk response
·Facilitated technology workshops Enhancing Teaching with Technology Institute, a faculty development series

Education

1982 to 1985, 1986-1989

Western Michigan University

Kalamazoo, MI

Bachelor of Business Administration.Major concentrated study and project work in Computer Information Systems and Design. Courses include programming in BASIC, Assembly, PASCAL, RPGII & III, and COBOL, systems analysis and design, communication, management, accounting and statistics.

Organizations and Team Projects

1992-Present Help Desk Institute Member

1995-PresentWest Michigan Chapter Help Desk Institute Member

1996-PresentHonorary Member of Golden Key National Honor Society

1999-PresentHonorary Member of Association for Information Technology Professionals

1999-2000Year 2000 Quality Assurance and Communications Member, Instructor

1997-2000Chair, University Training Consulting Committee

1989-1992Y.W.C.A. Kalamazoo, MI

1992 Chairperson, Fundraising/Development

1990-91Secretary to Board of Directors

1989-1992Member, Board of Directors

1989-1992InterCom: The Association of Professional Communicators Member

1989-1992Women in Communications, Inc. Member

Awards & Recognition

Excellence in Service Award, Western Michigan University

Honorary Member, Golden Key National Honor Society

Kelly L. Penskar

Professional Experience

Accomplishments:

Education

Organizations and Team Projects

Awards & Recognition