ADAMH Board of Franklin County

Senior Director of Information Technology

Ashland University

Adjunct Faculty, College of Education

mhauden.com

I provide a variety of education consulting, IT, and edtech services to K-12 school districts, colleges/universities, and private companies on a contract basis. Example projects include:

• Design, installation, and maintenance of virtual desktop (VDI) environments to deploy student applications in BYOD settings
• Writing marketing materials and whitepapers for private companies in the K-12 sector
• Routine maintenance and support for Windows PCs, Macs, and Linux laptop and desktop computers
• Assistance in design and deployment of LANs and wireless networks and audio-visual systems for classrooms and other instructional spaces
• Installation, configuration, and maintenance of Windows and Linux servers for LAN and Web applications
• Development and instruction of graduate-level workshops on educational technology for pre-service and in-service K-12 educators
• Facilitating community and district discussions on the role of technology in education, including Web safety and social networking
• Providing assistance to K-12 leaders in Web content management and social networking

Independent Educational Technology Consultant

Franklin County Data Center (FCDC)

Enterprise Architect

Lakewood Local School District

Led a team of IT and educational professionals, managing all aspects of technology and library services for 1,800 students and 265 staff across multiple buildings. Conducted analyses of service quality; defined and owned IT and educational technology lifecycles. Established operational practices focused on service delivery and user experience. Designed and delivered services for faculty, staff, and students in alignment with the Strategic Plan. Identified and measured staff technology competencies; designed and delivered relevant training and professional development.

Director of Technology and Media Services

The Ohio State University

Designed and led logistics and operations for the Digital Flagship initiative at The Ohio State University (https://digitalflagship.osu.edu), providing iPads, apps, and learning opportunities to 12,000 first-year students at 6 campuses across Ohio.

• Developed tech support processes, managed operations, and worked with IT to implement security and privacy policies.
• Established training requirements and customer-facing processes for IT staff, and supervised ServiceNow enhancements to enable Digital Flagship support across campuses statewide
• Coordinated with IT to align security needs and configurations (iOS, Jamf, and proprietary on-campus platforms) with needs and expectations of users and the Digital Flagship program
• Worked directly with Apple sales and operations, OSU operations personnel, and local vendors to coordinate logistics for delivery, storage, and distribution of 48,000 units (iPads and accessories)

Associate Director of Learning Programs

OCLC

Reporting to the Vice President, Management & Customer Operations, worked with teams in the US, Europe, and Australia to identify and direct projects to improve IT service delivery, management operations, customer experience, and team performance in a non-profit serving libraries worldwide. 
•	Served as liaison between Management & Customer Operations at corporate headquarters and Operations and IT teams globally; provided ongoing change management and communication support during consolidation and standardization of functions, integrating global teams
•	Led process management projects to improve escalation of bugs and feature requests through the Product and Global Technology divisions, reducing time to resolution and improving CX and integrating employee workflows across ServiceNow, JIRA, and the customer support platform
•	Developed performance coaching training program for customer service managers and staff
•	Led requirements-gathering and selection of Zendesk for CSD to unify global customer support 
•	Represented global Operations division in development of ServiceNow System Status Dashboard

Continuous Improvement Consultant

Responsible for designing and executing the customer support department’s training strategy and managing the department’s knowledgebase team. Built cross-functional training programs for new customer support analysts for all OCLC services. Worked across divisions and departments to establish relationships with product and technology SMEs to improve knowledge transfer into customer service department.

Training Analyst

LONGSIGHT, INC.

Managed a remote engineering team, designing and developing custom Web applications for colleges, universities, and non-profits. Designed and implemented Desktop-as-a-Service (DaaS) product based on Windows Server Datacenter, Virtual Computer Lab (VCL; open-source project), and VMWare vSphere. Conducted faculty professional development on applications and the Sakai LMS.

Senior Education Product Manager

McGraw-Hill Education

Responsible for the development, production, delivery, and lifecycle of digital products and platforms. Coordinated projects between editorial and digital groups and provided a single point of contact during the development of technical and learning requirements for digital content. Managed numerous simultaneous relationships and projects with third-party contractors.

Digital Editor / Project Manager

New Albany Plain Local Schools

Served as an on-site and in-classroom resource for educators using technology to enhance learning and teaching.

Duties:

• Led e-learning and digital asset management efforts using open-source platforms
• Offered graduate courses and technical workshops on multimedia publication, Google Apps, mobile computing/security, and e-learning/blended learning with Moodle to K-12 faculty
• Provide ETL data services and support in the application of data for decision-making about student programs.
• Installation and maintenance of Linux- and Windows-based desktop and mobile systems
• Build vision and manage projects in digital publication, e-learning, and communication
• Integration, administration, and end-user training/support for Google apps service for faculty, staff, and students
• Led redesign of library and math/writing labs, technology strategy, and data efforts to support Response to Intervention (RTI) strategy
• Designed and launched mobile computing plan for faculty
• Provided support to IT on wireless deployment and troubleshooting
• Member of district strategic planning committee and 9-12 academic leadership team

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