Employee Profiles

Senior Engagement Services Manager

Engagement Services

Three words that describe yourself.

Curious, analytical, and sociable

When did you begin working at UBC IT?

2010

In 30 seconds or less, describe a typical day in your role.

I can summarize it in three words: project management, client meetings, and escalations.

With project management, I help move projects forward and ensure that my clients' expectations are met. Meetings provide the opportunity to build a relationship with my clients. I inform them what UBC IT has to offer and highlight plans moving forward and try to understand my client's short and long term priorities. I also handle client escalations, which means something has gone wrong - it could be a process failure or that client expectations haven't been met. It's really important in my role to listen to my clients' needs and keep them engaged with what's happening with IT at UBC.

What's the best part of your job?

Helping my clients meet their objectives through the use of technology.

Why did you choose to work for UBC IT?

I spent a lot of years in the private sector, so I appreciate what UBC and UBC IT in particular has to offer. It's a fairly stable organization with lots of opportunities in terms of the roles you can play and kinds of projects you can get involved with.

What words come to mind when you think of UBC IT?

Large, complex, and increasingly client-focused. There's always a lot going on!

What's your favourite hangout spot at UBC?

Starbucks in the Student Union Building. It's central on campus, and has a good atmosphere. It's a good place for client meetings.

What do you like to do outside of work?

I like to read - non-fiction mostly. I also ride my motorcycle in the summer and take day trips around Vancouver. British Columbia is such a beautiful province to explore, and enjoy.

Words of advice for those that want to join UBC IT?

The Career framework on our website is a good place to start. It will give you a sense of the job families, and roles within UBC IT. You need to figure out what the most appropriate entry point for you is. Once you have done that, you can work to acquire the skills you need for that entry point and build your network accordingly.

Systems Administrator

Communication and Collaboration Technologies

Three words that describe yourself.

Energetic, friendly, and patient

When did you begin working at UBC IT?

2007

In 30 seconds or less, describe a typical day in your role.

I support the UBC community which includes students, faculty, staff, and guests. A typical day involves starting the morning off by responding emails and tickets from our clients. Throughout the day, I provide operational support for UBC email by ensuring services are up and running, identifying any issues that might affect mail delivery and working on various projects that improve our delivery of these services.

What's the best part of your job?

The best part of my job is being able to enable communication and collaboration across campus by using the services we offer, like email, calendaring, voice services, and etc.

Why did you choose to work for UBC IT?

I started working for UBC IT when I was a student completing my undergrad degree in Cognitive Systems. After I graduated, I was offered a full-time position. I chose to stay because this position exposed me to a lot of IT specialties, which eventually led me to my current role as a Systems Administrator with the Communication and Collaboration Technologies team.

What word comes to mind when you think of UBC IT?

Collaboration. From my time with the IT Service Centre, and now with the Communication and Collaboration Technologies team, I've learned that although my colleagues and I have different roles and skillsets in our teams, and that there are various IT teams offering different services, we all have something to contribute to the UBC community, and we cannot work as well without each other.

What's your favourite hangout spot at UBC?

I like going to Doughgirls at Wesbrook Village to enjoy their delicious chocolate croissants, sandwiches, and other sweet treats.

What do you like to do outside of work?

I have recently been introduced to dodgeball and I've been playing with a few of my colleagues in the Vancouver Dodgeball League. I also enjoy baking, attending dance fitness classes like Zumba, and hiking in the summer.

Words of advice for those that want to join UBC IT?

Just apply! Don't be afraid to apply for the positions that you're interested, but also recognize that working for an educational institution may be a different experience compared to working for other organizations. Review the UBC and UBC IT websites to get to know our services and the UBC community.

While it is important to have technical knowledge and experience, it is also important to have good communication and collaboration skills, and patience. Our client is the UBC community, and that includes users who have varying ranges in their familiarity with technology. It is important that we are able to convey our solutions to our clients.

Director, Engagement Services

Engagement Services

Three words that describe yourself.

Enthusiastic, Committed, Positive

When did you begin working at UBC IT?

2010

In 30 seconds or less, describe a typical day in your role.

A typical day usually consists of interacting with a lot of different people as the Client Services group is focused on engaging with client stakeholders and representatives as well as IT service providers across UBC. My focus is to determine each client’s needs, offering solutions after consultation with various IT teams and considering the strategic direction of the university with an eye on the future of technology.

What's the best part of your job?

The best part is connecting with our clients and understanding how IT can help achieve the academic agenda for UBC and its diverse group of departments and units. I enjoy the variety of tasks that I get to work on and the different types of situations that I get to deal with. The faculty members, researchers, and administrative staff at UBC are extremely talented and inspiring, and we also have the best and brightest national and international students that use IT services. I always feel like we are doing something for the greater good, it’s a great environment to be in!

Why did you choose to work for UBC IT?

I have worked in various industries as an IT professional and have had IT management and leadership roles within the Higher Education sector for the past 10 years. When I saw an opening for a Senior Client Services Manager role within UBC IT in 2010, I thought it was a great opportunity and a perfect match for my interests and skills. UBC is a world class institution and my role allows me to work with a diverse set of client groups with wide ranging IT requirements. In addition, higher education has been going through a lot of change and technology has become a relatively key role for enabling the wider horizons from student, education and research perspectives.

What word comes to mind when you think of UBC IT?

Commitment and talent. On so many levels this organization is dedicated to providing the best possible service and delivering on its promises. UBC IT employees are extremely knowledgeable in the work they do and are committed to delivering a good service to their stakeholders, which makes my job a little easier.

What's your favourite hangout spot at UBC?

In working with various client groups across UBC, I get to walk from East to West and North to South many times in a week. I have truly enjoyed this part of my job as in addition to keeping me fit, I am continuously amazed by the beautiful views, historic and modern building architecture and the greenery around us. It is hard to pick one favourite spot but I would like to mention the Rose Garden where I feel I can go to gather my thoughts while gazing at the breathless view, regardless of the time of the year.

What do you like to do outside of work?

Outside of work I like to spend time with my family, going on road trips across North America, exploring BC tracks and trails, travelling, and sightseeing.

Words of advice for those that want to join UBC IT?

It's important to think of the type of work you want to do and the culture you want to be in so you can align your values and your career goals to this organization. UBC IT is really forward thinking in the IT industry. Take a look at our Career Framework and find out where you can fit in. People at UBC IT are passionate and engaged with what they do. They're highly knowledgeable and are creative thinkers. If there is an area of interest for you, reach out and connect with one of the UBC IT professionals in that group to get more information about the type of opportunity that you may be looking for.

Manager, Communications

Communications

Three words that describe yourself.

Energetic, adaptable, unconventional.

When did you begin working at UBC IT?

2006

In 30 seconds or less, describe a typical day in your role.

A typical day for me includes creating communications plans, meeting with UBC IT managers, team leads, and project managers who require communications assistance or expertise, and checking in with my team members on current projects to manage our team's work. As the Manager of Communications at UBC IT, my role is to ensure that all communications are consistent with the Department's and University's strategic intent, and that we are communicating in a unified voice to the community.

What's the best part of your job?

Working in marketing and communications, I have the ability to help shape the perception of the department. I enjoy creating a positive experience for our clients in this way.

Why did you choose to work for UBC IT?

I choose to work at UBC IT because I like working in the higher education environment where my day-to-day work ultimately enables research and learning. Throughout my years at UBC IT, I have always had the chance to grow and take on new responsibilities. I like the people I work with, and enjoy what I do.

What word comes to mind when you think of UBC IT?

Active.

What's your favourite hangout spot at UBC?

The Village Starbucks

What do you like to do outside of work?

You can usually find me hiking on a mountain or running around the seawall, rain or shine. I also play the cello in an orchestra.

Words of advice for those that want to join UBC IT?

Keep an open mind. UBC IT is a place where things are constantly changing. Be open to new ideas and adaptable to new processes.