● Troubleshoot Mac and Windows computers, printers, and 100+ SaaS apps through an in-house ticketing system and Kustomer.● Worked cross-departmentally with implementation, product/engineering, and finance to develop our new ticketing and on/offboarding systems.● Monitored inbound requests and distributed to the next/best available resource.● Aided in the creation of new SOPs and documentation for all of our supported apps.● Reviewed escalation requests and drafted RCA reports to determine the cause andcreate solutions.● Monitored and helped the L1 team achieve SLA and other KPIs.● Ensured coordination during peak times such as lunches and EOD transitions andfacilitated shift hand-offs.● Managed attendance of technical resources and collaborated with management toensure proper staffing levels for pods.● Served as Early Warning Messenger to other levels for additional visibility into incomingtickets.● Identified where agents were blocked and worked as a point of escalation to provideadditional attention or hop on customer calls.● Conducted biweekly 1-on-1’s and semi-annual performance reviews with technicians toensure proper alignment with service desk goals and collaborate with uppermanagement on performance management.● Identified common questions or lack of expertise and worked with stakeholders toadjust processes or provide training.● Provided technical coaching and training to L1 team in the resolution of live tickets.

Performed technology consulting in the President’s area of Boston College.Updated and performed routine maintenance on computers and printers.Reimaged Mac and Windows computers for campus-wide deployment using DeployStudio and Microsoft Deployment Toolkit.Provided phone and on-site tech support for students and faculty.Installed and configured networked printers and mobile devices.Managed computer system configuration and device policy using Altiris and Active Directory.Created, Managed, and Fulfilled tickets using TeamDynamix

Assisted in website development and managing server-side code. Compiled data from the NYC Council to populate the CWE directory. Updated and performed routine maintenance on computers and other internet connected devices in the Financial District and Chelsea offices.

Answered telephones and directed calls to supervisor. Scanned and Photocopied Newborn Screening Letters. Input newborn information, procedures, and medication in Statewide Perinatal Data System (SPDS). Transmit data to a centralized location to the Department of Health in Albany, New York.