Shantelle Mitchell Email & Phone Number

+Provide front-line support to end users on a variety of technical issues. Respond to Help Desk software (Zen Desk) tickets, emails, telephone calls and verbal, staff requests for support in a timely manner. +Research, document, and directly resolve issues. Escalate to other IT Staff as necessary. Communicate status to users on a regular basis. +Identify recurring issues and highlight them to colleagues within the I.T. group.+In coordination with Office Services, deliver teleconferencing, presentation coordination and other technical support for meetings, as required. This includes serving as primary support for virtual (Zoom) and on-premises Trustee meetings.+Participate in the assessment, research and remediation of alerts from cybersecurity platforms.+Perform workstation deployments, software installations and set-up of other hardware and peripheral equipment.+Conduct evaluations of new technologies and vendor alternatives along with other department members.+Participate in rotating call schedule for responding to off hour technical issues.+Assist in maintaining I.T. hardware inventory.

Complete onsite support when short staffed or our client experience teams require assistance. • Assist the service desk in the phone queue by answering calls and troubleshooting level 1 support tickets when required. • Keep client contact informed of progress and set appropriate expectations. • Ensure that all work performed is documented in ConnectWise, and completed in a timely, accurate and detailed manner. • Troubleshooting office related service requests and assisting with vendor coordination. • Participate in internal service desk related projects as assigned by SDC. • Provide daily updates on tickets to corresponding Team Lead and SDC. • Communicate clear, concise, step-by-step procedures to users • Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products • End User Device administration/configuration/support/troubleshooting. • Responsible for implementing, installing, maintaining, and supporting End User Infrastructure. • Support equipment, software, and connectivity for Windows workstations, PCs, Mac’s and printers, MS Teams calling and cloud-related systems •Physical setup of desktops and laptops • Assist with PC builds and rebuilds • Ensure all equipment worked on is properly backed up prior to any work being done. • Provide daily updates on lab tickets to corresponding Team Lead. • Coordinate shipping of all equipment with appropriate team members • Track shipments to confirm delivery and receipt • Collaborate with internal teams to coordinate related shipping and receiving • Ensure lab and surrounding area is kept tidy and presentable • Maintain equipment inventory and assist Lloydian Success team in assigning machines to new or existing Lloydians • Track equipment for recycling and coordinate vendor pickup with Lloydian Success

New York City Metropolitan Area

Travels to client sites throughout the city to conduct a physical inventory of their assets, Log computable devices, e.g., Laptops, desktops, tablets, servers, routers, etc., using multiple methods that may include mobile web based database systems. Capture device data.Work cooperatively with team members and assist each other in achieving the team's objectives.

New York, New York, United States

I have graduated the Per Scholas full time IT Support Program and graduated with a certificate in Comp TIAA+ and Also Google IT.

Learned how to dial in specialty espresso and grind, prepare and brew specialty coffee.Learned how to use a LA Marzocco espresso machine, clean it, dial in and some latte art.Worked the cash register and expedited the work flow so everything ran smoothly.Worked as a team as well as worked solo shifts during high volume days.Opened and closed the store, keeping everything stocked and cleaned.

Work in multiple sections of the Bakery such as Breads, create a cakes and patisserie. Primarily working in Breakfast.Bakes a variety of assorted pastries, donuts and muffins. Also works as the secondary Bagel smith.Keep the displays and cases full and appetizing so it's always ready for the customers to enjoy.Goes above and beyond by delivering exemplary customer service.Works in different departments of the store such as Grocery and Produce.

Make espresso based drinks such as cappuccinos and lattes as well as drip coffee.Make tea based drinks such as Earlgrey vanilla creme, tea based lemonade, match and chai.Bakes a variety savoury and sweet pastries, Panini's and sliders.Works at the cashier providing excellent customer service.Expedites the work flow so that the day flowed smoothly.Kept the case full and ready to go.Learned how to work extremely well in a high traffic, fast pace Cafe.Unpacks the order to when it comes in.Delivers Amazing Customer Service to all.

Worked within different specialties such as Floral, Bakery and Coffee.Worked at the cashier providing excellent customer service.Helped with inventory.Received many customer satisfaction surveys.

Sorted and distributed mail in the facility, moving through different areas in a timely manner.Worked independently sorting through small packages, and international packages.Worked on different machines that sorted different types of mail.

Accurately checked the mail and moved it out on by the deadline. Pushed, pulled and carried mail throughout the facility.

Associate'S Degree, Liberal Arts And Sciences/Liberal Studies

Associate'S Degree, Medical/Clinical Assistant