Diane Cranor

Hayward, CA 94541

dcranormzb@gmail.com

Cell: 408-205-7818, Home: 510-881-0879

Qualifications for Information Technology Management

Offers 15+ years of experience directing IT operations and projects. Detail-oriented and results-focused, with excellent
planning, organization, and communication skills. Capable of spearheading large initiatives, including researching and
implementing alternative solutions to overcome roadblocks. Excels in fostering multi-disciplinary collaboration and
guiding high-performing teams to meet deadlines and deliver superior customer service. Expertise encompasses:
System Deployment ~ Software Implementations/Updates ~ Service Integration ~ Desktop/User Support
Strategic Planning ~ Policy/Procedure Development ~ Purchasing ~ Contract Negotiations ~ Vendor Relations
Complex Problem Solving ~ Interviewing/Hiring ~ Training/Mentoring ~ Presentations

Experience
SANTA CLARA UNIVERSITY (SCU)

Santa Clara, CA

Manager, Field Support/Student Technology Services Information Technology .......................... 1998 to 2015
PC Support Specialist PC Center ................................................................................................................................. Prior to 1998

Highlights:
Installed and supported SCUs first 500 IBM computers.
Served on an IT management team that developed, recommended, and implemented policies, standards, protocols,
user rights, and responsibilities for the acquisition and use of technology.
Led 1 manager, 4 full-time staff, and 19 student employees in providing hardware, software, and networking support
(onsite and remotely) to 1,500 faculty and staff and 7,500 students campus-wide, including residence halls.
Maximized procurement discounts and negotiated contract terms for repair services, keeping the hourly rate below
industry minimum of $70/hour since 2006 while increasing level of support from the vendor.
Maintained service call satisfaction above 4.7 on a 5.0 scale as university staff size and computer inventory grew by
40%. Earned an award for superior service based on volume of call tickets opened and resolved by staff.
Hired, trained, and mentored many student employees that not only surpassed service expectations at the Student
Help Desk, but also took on post-graduation internships and jobs in their field of study.
Accelerated imaging time for software changes and upgrades by 75% over the prior process.
Project managed department/office remodels and moves on/off the main campus; worked with multiple departments
to ensure operability of services and satisfaction of the user base.
Supported the migration to a virtual environment for application and data storage. Spearheaded the implementation
of new software for Cowell Center (Health Services). Installed Point&Click software in collaboration with several
departments across campus.

Core Responsibilities:

Handled recruitment, hiring, development, goal setting, and performance evaluation to meet technology needs and
provide customer-centric service.
Prepared and administered annual operating budgets of $250,000 930,000 along with project budgets of 10,000
-25,000.
Advised departments, faculty, staff, students, and parents on PC, hardware, software, and peripheral purchases as
well as upgrades to PC and Mac systems. Installed hardware and software for university-purchased computers.
Used and supported Service Desk Plus software to prioritize and resolve faculty, staff, and student computer issues
quickly, completely, and within department guidelines.
Evaluated IT Service Management (ITSM) software. Negotiated with Dell, IBM and other vendors as needed for
the repair of computers, peripherals, servers, and mobile devices.
Imaged Learning Commons computers and Apple products (using Jamf software); dual booted iMacs and Dell PCs.
Designed and conducted classes for faculty and staff on utilizing various computers, tools, and office applications.
Represented information services at orientation sessions for parents of incoming freshmen; provided technology
insights to help students enjoy a positive college experience.
Also served on SCUs Staff Assembly Council/Staff Senate in two-year terms as President of Council (twice), Vice President of
Council, and Election Chair. Organized annual international spring break trips for 16 divers as advisor to the SCU Scuba Club.
Coordinated volunteer efforts to collect and deliver school supplies and holiday gifts across the SCU campus.

Education
Bachelor of Science, CALIFORNIA POLYTECHNIC STATE UNIVERSITY, San Luis Obispo, CA