Meet Our Newly Promoted Senior Director of Customer Services & Support
On May 14, 2011, Chief Information Officer Dave Swartz released the following announcement regarding the promotion of the Senior Director of Customer Services & Support in the Office of Information Technology:
I am pleased to announce Terry Fernandez has been named the Senior Director of IT Customer Service & Support within the Office of Information Technology (OIT), reporting directly to me. In her new role, Terry's responsibilities will expand to direct all OIT support services and activities related to service management, change management, performance measurement, training, and communications. Additionally, she will lead our quality assurance function across all OIT units, modeling best practices, and coaching staff to be more effective, customer focused service providers. She will also continue to oversee the IT Customer Service team which includes the IT Help Desk, the on-site technical support engineers, the technical trainers, and the IT Service Manager.
Terry has worked in the Office of Information Technology for over twenty years, serving as Assistant Manager of the Anderson Computing Complex, Assistant Manager of IT Training, Administrative Assistant, Help Desk Manager, Manager of the New Media Center, and Director of Customer Services & Support. She is also an AU graduate from the School of Public Affairs and is certified in ITIL IT Service Management.
In her tenure with AU, Terry has led a transformation of the customer support functions within the Office of Information Technology to one that embraces and models industry best practices. Under her guidance, her team has provided high performance while expanding services and skillfully managing organizational change. Terry has been acknowledged both internally and externally with over a dozen professional awards for her leadership, performance, and quality publications.
Please join me in congratulating Terry on her promotion. With this reorganization, we seek to improve our information technology service management, delivery, and communications to the AU community.