Evan Rabinowitz Email & Phone Number

Woodland, Ca

Performs circulation desk procedures, such as checking in and checking out materials, registering patrons and collecting finesShelves library materials and reads shelvesAssists patrons with ready-reference questions and reader advisory, bibliographic instruction and database searchingDemonstrates and assists patrons with mechanical operations of library equipmentAnswers directional questions and refers patrons to appropriate personnelOperates the children’s reference and circulation desk

Santa Clara, Ca

Davis, California

Performed gap analysis and evaluated support processes to implement continual service improvementActed as subject matter expert for Microsoft Exchange, Office 365 and Active DirectoryRepresented IT Express on projects and workgroups for planning and implementation of new services, focusing on knowledge creation, training plans, compatibility testing, and coordination across unitsAssisted in the composition of the ISO 9000 quality manual for IT Express and contributed to standard operating procedures documentation with a focus on customer service

Austin, Texas Area

As Team Lead for tier 1 employees, combined individual mentorship with analysis of quantifiable performance metrics in order to achieve increased productivity and quality of serviceParticipated in personnel decisions affecting the recruitment and retention of qualified student staffUltimately accountable for the timely resolution of customer issues, assisting Tier I and II staff with first call resolution, providing direct support when needed, tracking escalations and following up on customer feedbackOfficial advocate for the needs of the customer and customer service staff across several project teamsApprised colleagues of changes to services while creating and maintaining both internal and external documentationCreated a standardized training program for Customer Support Services and lead classes in the support of Microsoft Exchange and Google Apps for Education

Austin, Texas Area

Represented the ITS Help Desk as a member of the Office 365 Migration project teamResponsible for ensuring the timely resolution of customer issues caused by account migrationFacilitated communication between impacted customers and Microsoft product developers as well as Apple support staffWorked directly with high profile customers to identify and alleviate impediments to workflowCollaborated with Microsoft Premier Support engineers to troubleshoot and resolve complex issuesCreated and edited documentation for mail clients, Office 365 and migration procedures

Greater New York City Area

Representing the department, along with Director of IT and CIO, at weekly Capital Project Committee meetings, as well as acting as IT/AV liaison to individual user groups during capital improvement projectsScheduling and coordination of the 2010 Administrative PC Rollout, overseeing the replacement of all administrative desktop computers across numerous departments in multiple locationsPrimary point of contact for high volume helpdesk, serving entire community of students, staff, faculty and alumniPersonally providing support while simultaneously coordinating a staff of technical specialists to ensure the timely and efficient resolution of a variety of IT issuesCommunicating directly with end users throughout the support process, including departmental chairs, administrative directors and college executivesProviding detailed reports on help desk activity and progress to upper managementDrafting and editing official departmental and interdepartmental correspondence and documentationResponsible for training and overseeing new desktop support staff as well as student workers and interns

Greater New York City Area

Set up of educational technology for classroom use, requiring punctuality and ability to explain to users how to best make use of said technologyPreparation of auditorium and theater space for large, often televised events, including Inside the Actor’s StudioSupervision and training of student workers

Certificate, Library And Information Technology

History

Activities and Societies: Board Member, H*yas for Choice Founder, Students for a Secular Community

Associate Of The Arts, General Studies

Activities and Societies: Honors Society