- Provide prompt, first- and second-tier IT support to faculty, staff, and students using a diverse range of IU, Kelley, and third-party systems, including Adobe, Microsoft Office, Google, and Zoom- Manage the flow of tickets by delegating and triaging to multiple departments and teammembers- Evaluate student and faculty technology requests as they arise and determine thebest course of action to resolve them- Report student, faculty, and staff communications and technology requests using an in-house ticketing system- Manage the priority of tasks when assisting multiple contacts

- Managed multiple departmental email accounts and processed an average of 100 inquiries per week- Provided quality communication and problem-solving support for an average of 60incoming calls per week- Researched and resolved inquiries and requests from applicants, students, and associates- Maximized time efficiency by prioritizing tasks and inquiries, and delegating to appropriateteam members when necessary- Collaborated with department leaders to work on special projects optimizing department needs- Processed highly-sensitive critical student data on short deadlines- Facilitated interdepartmental collaboration by serving as the Kelley Direct liaison tothe Office of International Services

- Provided prompt, first-tier IT support to a diverse range of faculty, staff, and students using Indiana University and Kelley Direct systems such as SIS, Access Management System, Canvas LMS, SCOPe, and Zoom - Advised and assisted students directly and in-person at Kelley Connect Week events - Evaluated student and faculty technology requests as they arose and determined the best course of action to resolve them - Reported student, faculty, and staff communications and technology requests using in-house ticketing system - Managed the priority of tasks when assisting multiple contacts

- Conceptualized and designed a research methodology to study linguistic phenomena- Set research goals and met hard deadlines in a highly self-motivated work environment - Identified and collected research data in collaboration with a faculty member - Developed and maintained research database in Microsoft Access and Excel - Designed and presented data and findings at an international linguistic conference