Provide Tier I and limited Tier II support to 300 students and 500 staff across 8 different schools within the organization. Assist with individual devices, teaching applications, and varying technological equipment.Sustain and troubleshoot device hardware, varying software applications, and Wi-Fi network resources.Manage and prioritize support requests through a ticketing queue system, ensuring efficient resolutions.Maintain comprehensive documentation of all support activities and procedures for future reference.Effectively balance reporting to a team while independently completing tasks with initiative, demonstrating strong self-management and proactive problem-solving skills.

Manages the daily operations of the support associates Provides a higher level of Tier II Support for clients suffering account and software issues Document occurrences that happen among the support associates Positioned as a liaison between the faculty staff and the other student staff Provides management for a group of 25 students employees

Answered calls to assist clients with their account and technology issuesRepaired numerous network reliant printers throughout Towson’s CampusAssisted walk-in clients with their devices’ personal issues and school issuesAnswered virtual chats to assist clients with their software issues on their end

Supervised 20 children while parents were working throughout the summerEngaged children with arts and crafts, games, and problems for them to solvePrepared food for the children during breakfast, lunch, and snack timesMonitored children’s play activitiesDisciplined children and assisted them to understand the problem with their actions

Responsible for developing an inclusive community among 36 residents of varying backgrounds and yearsWorked with a team of nine including myself to keep residents adhering to the policies and helping the residents grow through challenging and constructive meansAssisted residents in learning to develop conflict resolution and interpersonal skills