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Terry Fernandez

Senior Director, Customer Services & Support
IT Customer Service

  • Terry is the Senior Director of Customer Services and Support for the Office of Information Technology at American University. She has over twenty years of experience in Information Technology at AU. In her current position, Terry is responsible for overseeing the Customer Services technical support services, including the Help Desk, onsite support, service management, change management, and performance measurement. Her team also designs, administers, and delivers the technical training curriculum and provides communications services for OIT, including the lifecycle of our various publications. Prior to her promotion, Terry managed the New Media Center (the campus' graphics and multimedia development facility) and the IT Help Desk.

  • Degrees

    BS, American University

  • Favorite Spot on Campus:

    The Main Quad

  • OFFICE

  • OIT - Customer Service
  • Wisconsin (4620) - 4th Floor

  • CONTACT INFO

  • (202) 885-2554 (Office)
  • (202) 885-2224 (Fax)
  • Send email Profile UserID

Partnerships & Affiliations

Scholarly, Creative & Professional Activities

Honors, Awards, and Fellowships

       
  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2009.
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  • SIGUCCS Communications Award for Computing Services Public Website for the Office of Information Technology Website, 2009.
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  • SIGUCCS Communications Award for Computing Services Public Website for the Information Technology@AU for New Students Website, 2009.
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  • SIGUCCS Communications Award for Electronic Computing Newsletter for the AU Information Technology Newsletter, 2009.
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  • SIGUCCS Communications Award for General Service Promotional Materials for Office of Information Technology:  Year in Review, 2009.
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  • American University Special Recognition Award for Service to the AU Community, 2009.
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  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2008.
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  • SIGUCCS Communications Award for Printed Classroom Materials for Introduction to Microsoft Word 2007 Documentation, 2008.
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  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2005.
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  • American University Staff Award for Outstanding Service to the University Community, 2003.
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  • SIGUCCS Communications Award for Electronic How-To-Guides for OIT Website, 2003.
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  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2003.

Professional Certifications

       
  • ITIL Foundations Certificate in IT Service Management, 2008.

Professional Presentations

       
  • Poof: No More Viruses, SIGUCCS Poster, 2007.
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  • Implementing Call Tracking to Better Serve Our Customers, DC-DE-MD Tri-State Conference for the Association of Student Financial Aid Administrators, 2004.
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  • Full-Time Staff Boldly Go Where No Part-Time Student Has Gone Before, SIGUCCS Panel, 2002.
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  • Virtual Onsite Support: Using Internet Chat and Remote Control to Improve Customer Service, SIGUCCS Presentation, 2002.

Selected Publications

       
  • Poof: No More Viruses, SIGUCCS Proceedings, 2007.
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  • Full-Time Staff Boldly Go Where No Part-Time Student Has Gone Before, SIGUCCS Proceedings, 2002.
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  • Virtual Onsite Support: Using Internet Chat and Remote Control to Improve Customer Service, SIGUCCS Proceedings, 2002.

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