Lauren Fay Interiors is the only certified vegan interior design studio in the State College, PA area that specializes in eco-friendly, cruelty-free and locally sourced residential spaces—delivered on time and on budget.

The Huck Institutes of the Life Sciences is a premiere interdisciplinary research organization, with an impressive array of faculty-led research centers and programs supported by state-of-the-art instrumentation and facilities. As an IT Consultant 2, I provide in depth support to Huck faculty, staff, and researchers everyday. My focus is on developing processes and services that enable an environment that supports the rapid deployment and recovery of services, with a focus on automation. I coordinate with vendors, university services, and end users to plan and implement changes. I track requests and incidents at the Huck Service Desk using JIRA Service Desk, and support the development of documentation and processes in Confluence to enhance the user experience of Huck staff and the residents of Huck facilities.During my tenure:• I'm developing an onboarding course and task tracking method for new employees to increase talent retention.• I'm implementing a centralized inventory and asset management program using JAMF Pro.• I'm creating an organized and streamlined Knowledge Base to decrease the queue of Service Desk tickets in favor of self-service.

The Tech Tutors and Technology Learning Assistants deliver high-quality, personalized one-on-one software training to Penn State University faculty, staff, and students both in-person and online. They provide instruction on the Microsoft Office Suite, Adobe Creative Suite, Canvas, Wordpress, iMovie, GarageBand, Qualtrics, and Confluence.As the Tech Tutor and TLA Coordinator, I lead the operations of 25 part-time student employees. I provide supervision, training, scheduling, hiring, performance coaching and mentorship. I work closely with stakeholders, develop metrics and KPI’s, and collaborate with the Student Technology Services group to develop and push branding and marketing of our services through all available channels. During my tenure:• Implemented a shift scheduling system (SubItUp) to create shift accountability where there was none.• Developed a course in the Canvas learning management system for consistent training and onboarding of new employees.• Designed a new appointment scheduling system and SLA tracking process using ServiceNow ITSM software.

The Lab Consultants provide software and hardware support for 90 lab locations across the Penn State University Park campus. They deliver paper, toner, and materials necessary for the computer labs and technology classrooms to function; identify, troubleshoot, repair, and escalate problems to maintain equipment; and assist students, faculty, and staff with hardware and software.As the Lab Consulting Coordinator, I led the operations of 182 part-time student employees. I handled supervision, scheduling, payroll, hiring, performance coaching, and mentorship. I also acted as second-level specialized support to students, faculty, and staff, managed documentation, resolved and escalated entries in JIRA and ServiceNow incident management systems, and designed and delivered employee training sessions. I worked closely with stakeholders, developed metrics and KPI’s, and collaborated with the Student Technology Services group to develop and push branding and marketing of our services through all available channels.During my tenure:• Expanded implementation of LabChat, a live-chat support program to 8,507 computers across the University Park campus (including 7 academic units) and 18 Commonwealth Campuses.• Overhauled lecture-style new employee training into innovative activities, including Kahoot policy quizzes, Wiki Jeopardy, lab scavenger hunts and more. Highly praised by management, coworkers, and student employees.• Seized opportunity to reorganize and manage an IT Service Desk with 40 part-time student employees during a full-time staff shortage.• Achieved promotion from level 2 to level 3 after 12 months for stellar performance.

I attained one of 13 rarely combined scholar and teaching fellowships, selected from thousands of applicants across the U.S. I wrote and defended a research proposal on the pedagogical connections between opera vocal techniques and flute performance.As an English Language Teaching Assistant at the Feldgasse Gymnasium (Secondary School) in Vienna, Austria, I concurrently delivered team-teaching lessons with English professors, designed innovative lesson plans, and implemented new ideas for dynamic instruction with English as a second language to students ages 6-19. I also tutored students one-on-one in English speaking, reading, and writing, and delivered personalized English lessons to young children (ages 1-4) using music, dance, and games.During my tenure:-I developed interactive game-based lessons (often improvised) due to unpredictable school schedule.-I designed long-term creative writing curriculums tailored to 5 middle schoolers.-I earned an extended grant for one year based on excellent performance reviews from my host professors.

I created a personalized experience for every costumer at the retail store. Through meaningful dialogue I assessed their technology needs and recommended products for the best ownership experience. My upbeat personality and mastery of the product catalogue contributed to our store meeting sales quotas every month.During my tenure:• 100% sales quotas met• 80% AppleCare sales coverage• First external hire in over a year (only internal hires previously)• Sold over $75,000 worth of Apple products

Technician at Tech Desk Advanced Support in Library and Information Technology. As a Tier 2 resource, I trained, mentored, and evaluated other members of the team. I implemented a training program for new student employees in troubleshooting hardware and software issues affecting damaged computers, printers, and handheld devices. During my tenure:• Promoted to Student Leader after 12 months• Restructured new hire training program from 2 weeks to 3 days.• Rewrote in house 40-page Mac OS Training Manual.• Trained 5 new student employees in advanced computer troubleshooting and repair.