• Operate a walk-up help desk where students, faculty, and staff can come up during any point of operational hours and receive assistance on technical issues with university-owned software and devices• Manage inventory and maintain rental devices that are loaned out. • Work with an IT team of several dozen to provide personalized troubleshooting and resolution of hardware and software issues encountered by students, faculty, and staff. • Develop strong communication skills to provide efficient and practical problem-solving.

• Migrated 200+ users of locally-hosted system applications off an outdated web browser to a more modern iteration, helping teach the userbase how to use the new version• Managed the intake and resolution of incoming user tickets, solving issues of various urgencies and severities including: malicious software (remediation? Detection? Needs another word), application support, network connectivity, and physical device support. Traveled to satellite facilities as needed to provide user support. • Handled classified and sensitive data while performing server upgrades. Ensured proper protocols and procedures were followed so that sensitive materials were never compromised or at risk. Also worked to ensure that users could access our network from any location through VPN use. • Learned Microsoft Active Directory Domain Services (AD DS) and troubleshot issues and helped managers and users to have remote access to data and applications. Ensured that users could remotely access the secure network via VPN.

• Worked in all crew-level positions covering a wide range of customer care, food preparation, and stocking/maintenance jobs while exceeding the company’s commitment to service. • Performed effectively in a high-stress environment that focused on teamwork, quality, and efficiency. • Repaired broken or malfunctioning equipment, software, computers, and point-of-sale systems, to maximize uptime and avoid additional costs.