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Photograph of Terry Fernandez

Terry Fernandez Assistant Vice President, Customer Service IT Customer Service

Degrees
BS, American University

Favorite Spot on Campus
Inside the School of International Service Building
Bio
Terry is the Assistant Vice President for Customer Service in the Office of Information Technology at American University. She has over thirty years of experience in Information Technology at AU. In her current position, Terry has broad operational and strategic responsibilities in directing OIT's support services and activities related to service management, change management, performance measurement, training, communications and marketing, and department-wide administrative functions such as management of the OIT budget, personnel actions, procurement and invoice approvals.

Partnerships & Affiliations

Scholarly, Creative & Professional Activities

Professional Presentations

  • American University's OIT Mentorship Program, SIGUCCS Webinar, 2015.  
  • Breaking Down Silos to Foster a Culture of Data-Driven Decision Making, EDUCAUSE Connect, 2015.
  • IT Service Management Best Practices Extend Beyond IT, SIGUCCS Management Symposium, 2011.   
  • Office of Information Technology's Award-Winning Communications and Training Materials, SIGUCCS Poster, 2011.   
  • Poof: No More Viruses, SIGUCCS Poster, 2007.
  • Implementing Call Tracking to Better Serve Our Customers, DC-DE-MD Tri-State Conference for the Association of Student Financial Aid Administrators, 2004.
  • Full-Time Staff Boldly Go Where No Part-Time Student Has Gone Before, SIGUCCS Panel, 2002.
  • Virtual Onsite Support: Using Internet Chat and Remote Control to Improve Customer Service, SIGUCCS Presentation, 2002.
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Selected Publications

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

  • ServiceNow Certified System Administrator, 2018.
  • ITIL Foundations Certificate in IT Service Management, 2008.

Honors, Awards, and Fellowships

  • SIGUCCS Communications Award for General Service Promotional Materials for the "Excellence Empowered: American University Office of Information Technology's Year In Review 2012-2013," 2014.   
  • SIGUCCS Communications Award for Electronic Computing Newsletter for the AU Information Technology Newsletter, 2011.
  • American University's Office of Information Technology - Leadership By Example Award, 2009.
  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2009.
  • SIGUCCS Communications Award for Computing Services Public Website for the Office of Information Technology Website, 2009.
  • SIGUCCS Communications Award for Computing Services Public Website for the Information Technology@AU for New Students Website, 2009.
  • SIGUCCS Communications Award for Electronic Computing Newsletter for the AU Information Technology Newsletter, 2009.
  • SIGUCCS Communications Award for General Service Promotional Materials for Office of Information Technology:  Year in Review, 2009.
  • American University Special Recognition Award for Service to the AU Community, 2009.
  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2008.
  • SIGUCCS Communications Award for Printed Classroom Materials for Introduction to Microsoft Word 2007 Documentation, 2008.
  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2005.
  • American University Staff Award for Outstanding Service to the University Community, 2003.
  • SIGUCCS Communications Award for Electronic How-To-Guides for OIT Website, 2003.
  • SIGUCCS Communications Award for Printed How-To-Guides for Getting Connected Guide, 2003.