Excellent customer experiences require excellent understanding of services, direction, and support. In my current role as Service Strategy Team Manager at MSU Information Technology, I:

  • Provide leadership and management for the IT Service Strategy team, which is responsible for managing a portfolio of technology services across all partners utilizing those services;
  • Work with the IT Service Strategy team to determine and ensure the viability of services within the IT portfolio and to assure that those services meet the needs of campus;
  • Work with IT Service Strategy team members on setting specific and measurable service performance goals for services within the IT portfolio and to engage with partners and technical teams to create service roadmaps and share roadmaps with the campus user community;
  • Leverage experiential research to drive data-informed decision-making

I hold a BA in Journalism, an MA in Education, and a Ph.D. in Higher, Adult, and Lifelong Education, all from Michigan State University. I have worked in digital spaces since 1998, spanning the private and academic sectors. I have led nationally- recognized networking, professional development, design and facilitation projects, and am deeply involved in my local community. Project management and strategic rhetoric make me giddy, and learning new things is my favorite. My scholarly interests include community-engaged experience research, strategic assessment practices, shifting literacies in the digital-social age, and how UX and service design methods have the potential to transform the student experience in higher education and beyond.

I live in Lansing, Michigan with my pretty amazing partner Ryan and two rescue dogs. I have spent more perfectly good hours playing Fallout 4 and Witcher 3 than I’m comfortable admitting in polite company. But, I admit it anyway because I believe in doing what you love and loving what you do. Video games aside, I love dogs, thinking, reading, dogs, volunteering, gardening, dogs, uke-ing and travel. I also love dogs.