• Work alongside one Assistant Director of UW-IT, UW-IT Service Center Manager, eight Student Service Center Representatives and three Senior Computer Specialists in the IT department• Provide first shift professional customer support to full time staff, faculty, UW Medicine employees, UW students, UW retirees, UW Alumni and external customers• Serve as escalation point for student Service Center Representatives• Troubleshoot networking, hardware, email and software-related requests over phone or ServiceNow ticket system• Subject matter expert for UW Mailman system, URL forwarding/masking, Trumba Calendar system, UW Google Apps account and Microsoft Office 365 tier 1 support• Converted department technical documentation from SharePoint to UW ServiceNow knowledge base articles• Participate in rotating on-call support for major service and network issues and outages• Assist incoming employees and students with user account setup, e-mail forwarding and affiliation within UW internal systems• SSH into mailman servers to provide logs for troubleshooting undeliverable messages, membership issues and creation of specialized mail lists• Work alongside Network Operations tier 2 support to complete customer requests for the forwarding/masking of internal and external subdomains

Technology Business Management (TBM)Ticket queue triage, hardware setup and repairs, software requests, new hire account and workstation setup, computer migration and deployment, Windows Deployment Server and imaging, datacenter assistance, and active directory for computer and user account creation.

Help employees with Tier 01-02 tech support. In charge of new employee setups, replacing computer hardware, installing new software, setting up audio/visual equipment, user account creation, equipment checkout, troubleshooting, organizing inventory, working with Outlook exchange server, providing professional customer service to employees throughout the company office, and other IT end user support processes.

IT Intern for HDR Inc. As an intern I was responsible for new employee computer workstation setup, hardware and software inventory checks, installation of hardware and software, working in a team environment, providing professional customer service to all employees, documenting installation of software, multi-tasking, and troubleshooting employee computer and hardware issues.