• Providing fully documented customer issues in a ticket management system, analyze the customer’s symptoms, determine the customer’s urgency, and where possible provide resolution to the customer’s issue.• Dispatching an incident to the appropriate Level 2 support group when first call resolution is not possible and manage the incident through its lifecycle.• Continuing to look for process improvement opportunities and follow up with peers and leads in improving service delivery.• Participating in group events and discussions• Weekly documentation of any technical challenges encountered to be logged in Long View’s Technical Issues database• Supporting Altalink and also Reef Technology

• Worked on CEMDI (Clinical Engineering Medical Device Integration) and NMD (Non-MedicalDevices) projects of Connect Care Program• Assisted team members through Skype for Business with high priority tasks as assigned• Contacted clients to obtain all business requirements in order to complete the tasks• Created guideline documents to improve the project working process• Created, managing and updating Wave 1 – Connect Care installation progress tracker using Excel and SharePoint• Gathered maps for upcoming waves and using Adobe Acrobat Standard 2017 to consolidate the maps• Used Adobe Acrobat Standard 2017 and Excel to assist with data digitization• Used Excel to keep track and update data for current waves of Connect Care program• Used SQL Server Management Studio to create queries that run on the background of NMDwebsite

• Organizing and locating library materials for patrons• Keeping records of materials’ quantity by using Microsoft Excel or Google Sheet• Re-imaging all library’s laptops to remove and reinstall all programs• Providing assistant to librarians by helping them to locate materials, solve technical problems in computer areas and handle patrons requests• Using Alma Essentials system to manage library’s materials and handle patrons’ requests• Registering new patrons and maintained their borrowing records by using Alma Essentials• Communicating effectively to patrons and librarians to help them locate library materials.

• Help desk (student): Provide assistance and support for software, and hardware in person or over the phone• Desk side (student): Analyze and troubleshoot hardware in classrooms and labs. • START Technician: Train computer users in person or over the phone, support on campus events, run new student technology workshops