-Interact with support staff to resolve issues.-Monitor hardware / software via proactive monitoring software.-Respond to possible outages identified by monitoring applications.-Monitor and respond to all emails involving the GOC group.-Maintain problem ownership and accountability for all GOC related issues.-Publish content data as needed.-Document procedures required to support the operations environment.

-Lead work-study in Student Records, supervised and trained 5 new work-studies while educating them of policies and processes.-Coordinated completion of approximately 100 education verification requests per week, and informed requestors of our policies.-Tracked and recorded approximately 50 incoming/outgoing transcripts per week and assisted students with the transcript process.Updated and maintained classes for the upcoming term’s course offerings in the school’s database.-Prepared graduation packets each term, ensuring 100% accuracy on transcripts and diplomas. Once prepared, individually mailed out packets to students.-Assisted students with ad hoc requests and directed them to the correct department/resources. -Managed phone calls for Student Records Department and provided resolution to all issues.

Maintained and tracked incoming records for approximately 6,000 students.Organized and set up various new processes to promote efficiency in Student Records.Took lead role on the Archived Transcripts to create and organize a new filing and archiving process for 10,000 plus inherited transcripts.Produced and issued student IDs.Aided in investigating missing paper work and correcting errors on official documents.Promoted to Lead Work-Study within 4 months.