I hold a Bachelor's Degree in Psychology, an Associate's Degree in Computer Networking, am an HDI Certified Support Center Analyst (HDI-SCA), and have 18 years experience in HelpDesk & ServiceDesk Support.I am dependable, and driven to provide a positive customer service experience. I bring excellent communications skills, strong technology background and great attention to detail, all contributing to smooth operations, end-user satisfaction, and advancement of any team of which I may be a member. I strive to be a leader among my colleagues, encouraging teamwork and seeking more efficient methods/processes, along the way.Working at Woodburn School District for 12 1/2 years, and at Montana State University the past 5 1/2 years, has given me a great deal of experience in ServiceDesk support and customer service, in Windows, Mac, and Enterprise Networking environments, in Educational settings.I currently manage Student Labs spaces, and student employees, for the MSU University IT Department. My experiences include, providing full ServiceDesk support, for walk-in, e-mail, phone, and ticket requests, both in-person and remotely; mentoring/supervising student employees; and working in a lead role with colleagues. I have supported Windows and Mac OS on Novell Netware and Microsoft Windows networks.Additionally, I have extensive experience providing written and oral technical instructions and support, including conducting training sessions for School District and University faculty/staff/students, and writing numerous step-by-step documents for colleagues and clients. I have been consistently called upon, by my colleagues and supervisors, to author training instructions and communications, on behalf of the Department. I’ve authored instructional documents to aid users of all technology proficiency levels—from nervous beginner, to intermediate, and advanced, technology users—in language and terms suited to the technology level of the intended audience.