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Skills

  • Effective verbal and written communication with faculty and students
  • TCP/IP
  • Supervision
  • Data entry
  • Continuous learning and adaptation to new software tools
  • Team management
  • Collaboration with faculty on lab needs and solutions
  • Decision-making under pressure for high-turnover labs
  • MS Office
  • Process improvement

Work Experiences

  • Kept track of running systems and entered commands to troubleshoot issues like procedure and method.
  • Worked closely with Asana and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Assisted in the documentation of lab processes and procedures, contributing to procedure audit compliance and earning an Excellence Award for excellence in 2022.
  • Achieved results over 6 months.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Added method.
  • Coached peer lab monitors in efficient troubleshooting techniques, maintaining a consistent tech support resolution rate of 80% across services.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Assisted students with academic projects.

Summaries

  • Collaborative leader who partnered with finance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in project management.
  • Collaborative leader who partnered with engineering to upgrade procedure, increasing lab user capacity from 4 to 3 workstations.
  • Excellent Computer Lab Monitor with 7 years of experience providing exceptional support to users at all levels.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Promotes cross-functional collaboration and process improvement skills that are dynamic.
  • Permissions, filters, and file sharing are all skills she possesses.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Trained 9 new lab monitors on lab policies, technical support procedures, and customer service best practices, contributing to team efficiency and client satisfaction.
  • Managed inventory of computing equipment, reducing lost or damaged hardware by 71% through proactive tracking and proper maintenance protocols.
  • Collaborated with faculty on lab needs, resulting in the successful upgrade and deployment of SAP across 5 lab systems with zero downtime.
  • Facilitated student access to 16 unique software platforms, ensuring continuous workflow and zero work loss during supervised lab sessions.
  • Acted as the first point of contact during lab shifts, ensuring swift resolution of technical problems and maintaining smooth operations among 2 student users.
  • Streamlined and accelerated network login processes, cutting down log-in times by 19% for lab users.
  • Provided prompt and effective troubleshooting for students using Microsoft Excel for academic projects, contributing to a 49% improvement in student project completion rates.
  • Resolved product issue through consumer testing.
  • Developed and standardized lab incident reporting, improving documentation consistency and retrieval speed by 81% for future technical reviews and audits.
  • Documented and resolved category which led to metric.

Affiliations

  • National Society of Leadership and Success (NSLS) Tech Chapter
  • CompTIA IT Professional Membership
  • International Association of Administrative Professionals
  • EDUCAUSE Membership
  • Toastmasters
  • The Association for Educational Communications and Technology (AECT)
  • Society for Information Management (SIM) Student Chapter
  • Association for Educational Data Systems (AEDS)
  • Campus Cybersecurity Alliance
  • Microsoft Learn Student Ambassadors

Certifications

  • Cisco Certified CyberOps Associate
  • Printer and Scanner Repair Certification by Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Systems Auditor (CISA)
  • CompTIA A+ Technician
  • Windows Operating System Fundamentals Certification (Microsoft Technology Associate)
  • Customer Service in IT Certification by Summit Group
  • Google IT Support Professional Certificate
  • Certified Network Defender (CND)
  • ITIL Foundation Certificate in IT Service Management

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