Company: Worcester Polytchnic Institute
Nominator: Debra Dexter
Chapter: New England Local Chapter
Marie DiRuzza is an experience IT support center and IT Service Management (ITSM) leader specializing in the delivery of IT services in a University setting. In her current role as Director of IT Service & Support at Worcester Polytechnic Institute (WPI), she provides leadership for all IT Service and Support and Content, Communications and Training. She works with area supervisors and ITS executive leadership to define support services strategy, ensure operations efficiency, and oversee continuous improvement efforts. Her talented team of eleven IT support professionals and about 45 student staff are committed to effective service delivery, customer service excellence, and productivity enablement of the campus community through effective use of technology.
Responsible for managing the multi-year ITSM project, she has led implementation efforst for Incident/Service Request, Change Management, Service Catalog/Portal, Knowledge Management and Asset Management using Cherwell CSM at WPI. Marie has been a leader in the IT support industry for over 12 years, serving as VP of Programs and then President of HDI New England Chapter, Chairperson of the Cherwell Northeast Users Group, and SIGMaster for the NERCOMP (an EDUCAUSE affiliate). She holds a bachelor's degree in Mathematics and the following industry certifications: Project Management (WPI, CPE), ITIL Foundations v3, HDI Help Desk Manager, and Center for Creative Leadership LDP.
Company: Boston College
Nominator: Mary Therese Durr
Chapter: New England Local Chapter
Shanna manages the Support Center team at Boston College. Students, faculty, staff and anyone who finds their way to the Support Center are serviced by her team of 11. Shanna's team handles more than 11,000 calls and 4,900 walk-in help requests a year. Shanna's team also leads the Information Technology Services (ITS) student employee formation efforts.
As stated by Boston College Center for Student Formation, "Student Formation engages students to explore the connection between their talents, dreams, and the world's deep needs." Shanna leads these efforts for the IT student employement where we employ over 200 students.
Shanna began at Boston College in January of 2007 as the manager of the Help Desk and campus computing lab. She later led the effort to outsource Hardware Services (she continues to manage that relationship). Shanna has a strong background in managing student services; she came from Harvard Law School where she managed the Student Help Desk for over 8 years.
Shanna served as the VP of Membership for the HDI New England Local Chapter from 2012 to 2016. She has a unique talent in seeing staff's strengths, rallying team morale and encouragement, and is excellent at process improvement. She blends well with other ITS departments and is always asking, "What can we do to help?" Shanna has an Administration and Management Master degree (2004) from Harvard University and a Higher Education Master degree (2014) from Boston College.
Company: Nationwide Children's Hospital
Nominator: Bill Breil
Chapter: Mid-Ohio Local Chapter
Michael Little has been working in the realm of Information Technology and Customer Service for the past fisteen years throughout various roles. This has included spending time as a technology trainer, a PC technician, a Help Desk analyst, and then moving into supervisory and mangerial roles just over six years ago. Aftger receiving his Master degree in Business Administration in 2013, Mike moved to Nationwide Children's Hospital as the IS Support Center Operation Supervisor and Interim Manager before moving fully into the Support Center Manager role in December of 2013.
Outside of his employment history, Mike has stayed active in the community with volunteer work with the Boy Scouts and assisting with summer camps. He has also been part of the Mid-Ohio Chapter of HDI where he has served as an Officer from March of 2008 in multiple roles. He is currently the Chapter President.