• Provided exceptional tech support to a diverse user base of over 60,000 through phone, email, chat, and in-person interactions, handling nearly 30,000 software, hardware, and connectivity issues, including unfamiliar topics.• Collaborated with over 20 service teams to improve ticket handling and escalation processes, contributing to smoother operations and enhanced service efficiency.• Co-led a team of 5 student leaders in hiring, training, and coaching over 75 student employees, conducting over 50 performance reviews and maintaining over 200 KnowledgeBase documents, ensuring high team performance and comprehensive knowledge sharing.

• Designed and built an intranet on WordPress with over 20 features, including custom plugins and themes, utilizing PHP, HTML, CSS, and JavaScript.• Developed an automated Python script to extract data feeds, clean and group data, feed SQL databases, and generate user-friendly reports with relevant information and graphs, eliminating over 50 hours of monthly manual reporting time.• Collaborated with cross-functional teams to integrate IT systems using EDI, reducing data retrieval and processing time by 75%.• Worked with over 150 intranet end-users to collect feedback, provide training, assist with troubleshooting, and implement improvements.• Advocated for and implemented Google Workspace, assisting users with account setup, data transfer, training, and ongoing troubleshooting.• Managed company-wide email listservs, membership directories, website hosting, database hosting, hostmaster updates, and general IT support.

• Provided IT consulting services to 5 local businesses near my hometown including a historical society, Lions Club, business association, pharmacy, and community gathering group.• Researched and applied for over 10 non-profit grants from technology service providers to give clients access to services like Google Workspace, Microsoft 365, and Adobe Creative Cloud for a reduced or free price, saving over $20,000 for clients annually.• Collaborated with clients to define, strategize, and implement marketing and web strategies for 5 clients with over 100 pages.• Developed custom pages and features on client websites, not natively available with their website provider, using HTML, JavaScript, CSS, and PHP.• Worked closely with end-users to improve performance and management systems to facilitate success of client's organization.• Provided end-user training and desktop support to over 50 employees, with over 20 who required additional and personalized assistance.

• During COVID-19 pandemic, quickly developed a workflow and system to schedule appointments allowing over 1,000 immunocompromised patients to be vaccinated within 1 month of vaccines becoming available.• Improved billing and record keeping practices using automation and unique identifier tracking saving over 30 hours of manual data entry monthly.• Professionally answered over 30 incoming phone calls per day and professionally addressed questions from customers and healthcare providers.• Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy over 100 times per day.• Assisted with implementation and upgrade of the pharmacy management system including testing, data transfer, and training.• Stocked, labeled, and inventoried orders of over 200 medications to keep accurate records, and worked closely with wholesalers if issues existed with the order.• Worked with developers to implement online, secure prescription refill and transfer forms on website.

● Installed and configured hardware and software to meet facility requirements and enable program operation.● Provided basic end-user troubleshooting and desktop support to students and staff.● Installed, modified, and repaired software and hardware to resolve technical issues.● Recycled old technology and prepared new technology for installation in computer labs.