Rachel Gibson Email & Phone Number

Indianapolis, Indiana Area

Managing Footprints Technology ticket queueProvide customer support to Ivy Tech and Indiana University staff and studentsTaking phone calls from all Indiana University and Ivy Tech campuses to assist in account access, device troubleshooting and maintenance, account security, and softwareManaging a chat queue through Bomgar to assist Indiana University staff and studentsAssisting customers in person at a walk-in desk Troubleshooting customer software including Office products, operating systems such as Windows and Mac OS, Adobe products, and Pulse Secure VPNTroubleshooting online IU programs such as Student Information System, Canvas, Access Management System, Remote Desktop, and IUAnyWare (cloud-based software delivery)Explaining technical terminology and IU Policy to usersTraining new consultants on how to best assist usersActed as temporary supervisor when training or otherwise as needed

New Castle, Indiana

Preventative maintenance such as cleaning projectors, servers and switches, desktop computersImaging Windows 7, 8, and 10 computers as well as ChromebooksRepaired and replaced broken or defective hardware on laptops such as Lenovo or HP Chromebooks including screens, keyboards, cases, and motherboardsSet up security camera systems within the local elementary schools such as Eastwood Elementary which included running wires, terminating connections for the camera and connecting directly to the switch in the server closet, mounting cameras, and testing connections after terminationSorted through broken or old devices for recycling or parts testingManaged a Spiceworks ticket queue which included device repair and replacement requests, imaging queues, and weekly-to-monthly hardware checksConfigured and Installed UPSes for serversExplained to teachers and students how to use new classroom technologyInstalled Chromebit projectors in Wilbur Wright Elementary School, Westwood Elementary School, and Riley Elementary School

Indianapolis, Indiana Area

Managed the Footprints ticket queue to assign tickets and quickly respond to any urgent issuesProvided support for all staff within the Division of Undergraduate EducationImaged Windows 7 and 8 laptops, desktops, and surfacesAssisted in support for OnBase Wiped hard drives for electronic waste or recyclingSet up temporary computer labs for students attending orientationPerformed maintenance and repair on desktops used by deans and advisorsManaged licensing of software used on department computersRan weekly inspections on projectors for lightbulb life, overheating issues, and power issuesServed as the point of contact for Dell warranty claims and supportManaged organizational units within Active Directory Services to keep track of computers and user profiles