Chloe Carroll Email and Phone Number

• Worked as liaison between users and regional warehouses to expedite the shipment of hardware for existing Amazonians and new hires on a global scale• Created a globally deployed eLearning to explain the processes used by the ITS Hardware Onboarding Team • Received training in Amazon hiring best practices so as to participate in hiring and developing the best• Led and completed a project that created a set of standardized communications to be used on tickets to decrease user disappointment, miscommunications, and missed SLAs

Additions to previously held tasks:• Lead several county wide hardware deployment projects and courthouse remodel projects.• Learned how to, documented, and instructed coworkers how to repair HP printers.• Created testing rules and procedures for dealing with defective equipment that was still under warranty so that the items could be replaced in a timely manner.

• Provided desktop support of standard workstations and a thin client environment.• Installed and supported desktop and bulk scanners used to digitize court records. • Managed the maintenance and troubleshooting of courtroom audio recording systems.• Managed new user creation and user maintenance in Active Directory, ConsoleOne, and GroupWise

• Oversaw the tech support needs of multiple academic departments across several buildings.• Implemented policies such as a universal naming scheme and an imaging server to make daily maintenance and repairs easier to accomplish.• Managed student technicians who worked on repair cases and projects, additionally managed the budget and scheduling of student technicians.• Helped to create policies and procedures that would be implemented throughout the College of Letters and Sciences.

• Documented issues and bugs and, when appropriate, delegated unknown issues to specialized research team.• Resolved customer issues through effective root cause analysis and proactive problem-solving. • Monitored and implemented security patches and installed fixes to prevent security compromises of critical customer and account information.

• Served as interim manager for a team of 6 IT technicians, including responsibility for customer satisfaction, team communication, staff development, and quality assurance. • Managed product shipping and receiving including detailed tracking, documentation of inventory, inspection of computers, coordination of repairs, and reporting.• Maintained a high level of customer service and satisfaction by ensuring clients were contacted in a timely manner, testing the issue multiple times to ensure that the device had been repaired correctly, and demonstrated the repaired device to the client upon pick up.• Assisted end-users in maintaining and upgrading systems, as well as provided recommendations for purchases of new hardware and software.

• Assisted with design and maintenance of postal services website.• Managed and worked with a team of student employees to ensure that mail routes were handled efficiently.

• Managed computer support including hardware maintenance and troubleshooting, system-wide software deployment, Windows server configuration, and network maintenance.• Trained staff in data security policies, including sensitive data handling, documentation procedures, and item tracking. • Managing assets, user information, and passwords using Active Directory.

• Supervised a team of 5 student employees working on a software library project that involved testing, documentation, and evaluation of software titles.• Taught students and faculty computer basics, as well as how to use lab hardware, peripherals, and educational software.• Assisted with the design and maintenance of departmental websites. • Maintained and managed a scheduling system for the computer labs and tech classrooms.