Provides expert technical customer support over the telephone and in person including configuration of new hardware, software, and network connections as well as troubleshooting hardware; software issues on both laptop and network computers on both PC and Apple computers. Also, provides office support as well as assisting with enterprise system rollouts and monitoring and daily system monitoring. Performs daily operational activities such as system monitoring, creating, updating, and closing incidents in the ticketing system, performing customer call-backs, running data reports, and reviewing open tickets that require additional activity. Creates purchase orders for needed equipment.Assists with development, communication, and execution of technical support and service delivery strategies. Develops, updates, and continually improves training material and the OU IT knowledge base, both internal and external content. Monitors customer satisfaction and performance metrics to continuously improve operational efficiency and service quality. Represents the OU IT team during OU IT Project rollouts and keeps them informed of upcoming events. Assists with asset management. Issues purchase order requests. Ensures the team is properly trained and staffed to handle initiatives when they occur.Successfully created batch file for clearing cache for chrome/edge to improve efficiency by removing local files for employees when select problems arise. Successfully created a new drive mapping tool for getting employees access to network drives. Created powershell script to create monthly reporting data metrics in Microsoft Excel. Utilized Powershell to take information from Excel reports and compile new information and utilize Excel macros for formatting said information to be input and formatted into a new Excel worksheet. This process originally required at least an hour and now takes five minutes.

Performs entry-level administrative support-oriented job duties, to include but not limited to resolving routine questions and problems, reception, typing, document preparation, data entry, and correspondence. Job duties are clearly defined using standard methods and routines to accomplish tasks.Maintains office files that may be of a confidential nature. Updates records with new documents. Responds to callers with routine information. Serves as a contact person for other employees or the outside public. Provides information regarding location or availability of materials, resources and services. Reviews and responds to routine correspondence for the office. Makes copies and assembles materials. Opens, routes, and prepares incoming calls.Assisted with updating the record system with old documents. Cleared three months of file documents and input them into the system.

Provides expert technical customer support over the telephone and in person including configuration of new hardware, software, and network connections as well as troubleshooting hardware; software issues on both laptop and network computers on both PC and Apple computers. Also, provides office support as well as assisting with enterprise system rollouts and monitoring and daily system monitoring. Performs daily operational activities such as system monitoring, creating, updating, and closing incidents in the ticketing system, performing customer call-backs, running data reports, and reviewing open tickets that require additional activity. Creates and maintains tickets for maintenance.Assists with development, communication, and execution of technical support and service delivery strategies. Develops, updates, and continually improves training material and the OU IT knowledge base, both internal and external content. Monitors customer satisfaction and performance metrics to continuously improve operational efficiency and service quality. Represents the OU IT team during OU IT Project rollouts and keeps them informed of upcoming events. Assists with asset management. Issues purchase order requests. Ensures the team is properly trained and staffed to handle initiatives when they occur.Successfully created Powershell script for faster daily reporting metrics in Microsoft Excel. Utilized Powershell to take information directly from Excel reports to be placed in formatted worksheets and made use of Excel macros to format or compute new information. Powershell would then take this new information in real time and use it in a new worksheet or format it as needed. Process originally required 20 minutes a morning to accomplish manually, but now takes less than 2 minutes a day.

Serves as the main point of client contact in a call center. Answers or calls clients to obtain information, address complaints or other issues. Manages large amounts of inbound and outbound calls in a timely manner. Follows a communication script when handling different topics. Identifies clients needs, clarifies information, researches the issue, and provides solutions or alternatives. Follow up on client requests if needed. Enters and maintains information into the call center database and fills out forms for clients. Routes clients to appropriate departments as needed. Uses a database to research information. Assisted clients with finding information for their needs and researched or asked appropriate coworkers for needed information or how to get said information. Found work-arounds for meeting client needs or getting necessary information for form fill out for clients.