• Responsibilities include assisting clients and troubleshooting technical problems over the phone and creating a corresponding ticket, as well as basic in-person computer support. • Everyday duties consist of issues regarding student and faculty accounts (university email and university sign-on), device support, software support, upkeep of technical manuals, and basic networking.• Facilitate training for new hires and oversee daily managerial tasks• Provide support to resolve level two software malfunctions by conferring with users through medians such as calls, tickets, and chats• Maintain and utilize technical manuals daily on Confluence and the ticketing platform Jira

• Created a python program to integrate Zoho SDK with Whimstay portal for managing customer service tickets.• Responsible for handling the customer service department by helping customers obtain optimal assistance in a timely manner using various platforms including Zoho. • Maintained the QA sprint dashboard, validated and assigned tickets to customers, and assisted cross-functional teams• Created manual test cases and performed functional and regression testing • Maintained defects log by triaging and logging defects to share with engineers

• Worked with a Software Engineer to observe and get exposure to the development and release of an update • Tested beta features and reported bugs back to the engineer