• Led and trained student operators to maintain quality service and assistance to callers• Addressed escalated issues appropriately and efficiently by providing technical and non-technical solutions to students, faculty, and affiliates• Technical solutions include resolving network connectivity problems, password resets, account activations, email account administration, and installation of software• Engaged with customers via phone, live chat, and email. Consistently maintained a high level ofcustomer satisfaction to meet and exceed established customer service level agreements• Supervised a student team to develop a work scheduling application and acted as a medium to communicate between the team and management

• Developed a Drupal code standard validator to establish a consistent coding style in existing project files• Organized past performance and proposal reports to improve ease of access for future proposals• Assisted with content management of company’s website to provide quality information and ensure proper functionality of website features

• Automated data analysis procedures using VBA macros to import over 2,000 users into Cisco database• Created and tested documentations of Cisco phone models and Cisco Jabber chat features to guide users through new phone and messaging system• Staged and installed over 100 Cisco phones to replace old Avaya phones in faculty offices

Assisted office manager; Organized invoices and inputted data to computer base. Helped with promoting and selling online products.