I working as a temp for Billing and Eligibility to help reduce workload during open enrollment, specifically with termination tickets.

I work at the NOC which is the monitoring station for the University. I watch three of our monitoring systems, Kibana, Orion and Office 365 Admin Center. When a problem comes up I ascertain whether it's truly a problem and contact the appropriate people, making sure to thoroughly document everything. As I am the first non-third tier technician in this position, I am currently developing the position and documentation to make it into a position that can be filled by first tier student workers.

On top of normal 2nd tier support duties, which include troubleshooting and solving all staff technology concerns, I was overseeing all student work in Workstation. I created a system to divide students into teams with student leads in the interest of streamlining work. I incorporated Microsoft Teams and Microsoft Planner and created a ticketing system to supplement the Footprints BMC system we were currently and unsuccessfully using. Work productivity shot up, our total ticket number was cut in half within a few months of the system being developed. I was instituted weekly meetings, a reporting system using OneNote, documentation of all systems I'd put in place, the first training system created in Workstation, the first training checklist and handbook in Workstation, and defined and suggested three student positions that did not currently exist with a list of responsibilities and expected technical expertise. I also did all student scheduling, all follow up on work orders worked on with student workers, all training for new hires and was involved in the hiring process.

I was moved from first tier support at the UWSP Service Desk to second tier support with Workstation Support. In reality, I was cross-trained to work in labs with students, over the phone at service desk and finally, in depth support at Workstation. In Workstation we dealt with any and all technology related problems. A non-exhaustive list of examples includes: broken printers, bad/old drivers, network issues, updating operating systems, fixing faulty software, fixing faulty installs, installing new computers, updating Active Directory, fixing .xml files and iPad set up.

I answer calls to the University help desk and try to solve people's problems. Common problems include unlocking accounts, defaulting passwords, fixing network printer issues, various outlook issues, and other software issues. We also do computer repair for students, both hardware and software though mainly software.

I do a lot of paperwork, odds and ends office work, as well as creating different signs and advertising. I also handle some employee records and take calls to labs management from customers.

I supervise all Lab Assistants who work at the DUC, CAC and Hyer Hall labs. Another part of my job is to make sure all hardware and software in the labs is working and working well, whether that means fixes problems myself or finding some else to fix them. I also work with various students, guests and professors who come to me with questions, problems or concerns related to lab hardware, printing, etc.

I direct all calls that come into the University itself, transferring the callers to the correct person, department or organization for their needs. I also help to answer general questions regarding the university, accounts or computers. I check out help desk equipment as well as check it back in. Also, I schedule lab reservations.

While in the lab I answered questions for students and faculty, took calls occasionally and made sure all electronics in the lab were in working order. Beyond that, I also went on rounds to check on other building's electronics and cleaned to make sure everything looked good.

I worked with clients with mental and physical disabilities according to need and assignment to assist them in whatever capacity my supervisors asked.

As a technology tutor I help students with all matters regarding to computers, ranging from CIS 110 students learning Java to Comm 345 students trying to use Photoshop. I take special care to try to teach students how to do what they need help with so that they will not need help with like problems again, instead of simply doing it for them. I also occasionally help students in courses like MTH 209 with logic and other computer science related math courses.

I worked to provide customers with easy to understand contract, carrier and smart phone options. I took all of the difficult differences between carriers and plans and phones and broke them down step by step to ensure that customers knew exactly what they were getting and exactly what they wanted to get. I also helped to set up apps and get on the phone with their representatives to help with different contract and hardware problems/questions. As I was in the electronics section at Target I also picked up a working understanding of many different electronic devices and brands.

I meet customers needs whenever I can as fast and well as I can as well as making sure that they feel valued as people and customers. If for some reason I can't make a customer happy then I find someone who can until I'm sure they can leave satisfied.