IT Customer Service Specialist: Respond to service desk inquiries and analyzes reported problems resolving many of the basic issues and logging service desk tickets to technical and functional staff to resolve those requiring more expertise. • Serve as the first point of contact for students, staff, prospective students and faculty experiencing login, navigational or processing difficulty with enterprise computer systems.• Supervise 8--10 student workers to ensure they provide excellent customer service in-person and virtually• Assist Senior Staff provide customer login support information to SJSU students, faculty and staff 
• Assist in monitoring data and appropriately troubleshooting customer service issues. 
• Collaborate with Service Desk team to route issues appropriately for fastest resolution. 
• Assist with scheduling training rooms as needed and responding to customer questions regarding services. 
• Provide assistance to ensure customers can access data regarding SJSU and solve minor processing issues. 
• Assist with analyzing, resolving, and routing helpdesk phone calls and emails. 
• Provide general directory assistance, route calls and provide in-person assistance to customers. 
• Determine appropriate category for resolution, log, route and track trouble tickets using iTicketing system. 
• Follow up on open and overdue service desk tickets. 
• Monitor common problems and work with Senior Staff to determine if additional documentation is needed.

Troubleshoot audio/visual and computer problems, from HD post-production to basic IT. Help faculty, staff and students produce media projects that involve audio/visual equipment, computer hardware and software like Adobe Creative Suit 6, Final Cut Pro Camtasia, Blackboard, Snagit, Canvas, and Criterion software. Write and produce traditional and multimedia instructions to help patrons learn to use equipment and software. Help maintain smart and next-generation classroom and help with issues and questions. Help manage audio-visual/computer department by overseeing the maintenance of its equipment and the operation of its digital production suits, including the video library. Conduct research, and suggest use and purchase of new a.v./computer equipment. Make sure proper paperwork is filled and filed correctly for videotaping and/or equipment requests for entire campus. Supervise and train student workers to set up and operate equipment properly. Make sure students give proper customer service. Assist with development and implementation of department rules and procedures that comply with campus security standards.Audio/Visual Technician / Overtime: SJSU Spartan Stadium October 2001 – July 2011 Audio/Visual technician for Spartan Stadium for Football, Soccer and Lacrosse games. Set up and operated a/v equipment such as microphones, soundboard, public address system and operate stadium scoreboard

Case Worker:• Worked at LifeMoves’ male homeless shelter as social worker doing case management with homeless clients residing in the shelter.• Developed, implemented and revised individual case plans and consistently monitored progress toward client goals. • Provided on-going supportive and/or case management functions in accordance with the case/treatment plan. • Communicated appropriately as needed with probation officers, social workers and family members. • Participated actively as a team member in supporting clients and the facility as needed. • Stayed current and knowledgeable about external community resources, referrals and service linkages. • Provided crisis management for clients; makes linkages for interventions as appropriate. • Maintained client and program records in accordance with applicable standards and regulations, grant requirements, etc.• Attended weekly case consultation meetings and monthly training; met regularly with supervisor to exchange pertinent information and receive supervision.

Manage program logistics by making sure classrooms are set up and re-arranged for educational classes and projects run smoothly. Facilitate classes and translate for class presenters. Liaison between the program, families, volunteers and donors, making sure their needs and concerns are addressed. Help develop and implement program policies and procedures. Give new families orientation tours. Train volunteers to help our families during shopping sprees in our stores. Advise on reaching out to the community, like suggesting culturally-effective wording for communications to the Hispanic community.

Edited news, weather, and sports for the newscast and operated main studio camera. Operated tele-prompter, barcoded videos for newscast. Videotaped on location with portable Betacam camera.

Assisted with managing youth center and office operations, helped developed program policies and enforce them. Ran the volunteer program, organized statistics, supervised SPEDY workers, served as a bilingual interpreter, handled media contacts and on-air interviews. Prepared billing invoices to pay vendors and contractors related to youth center operations. Organized Latino film festival, 5 de Mayo Parade float and other special projects. Outside agency rental facilities coordinator, rental equipment coordinator. Maintained office supplies and office machines in working order.

Downloaded and monitored radio network News and Traffic spots via ENCO and DAD-SAT computer systems to more than nine national radio stations. Corrected and re-download network commercial spots. Limited radio spot production using digital ORBAN audio production system. Updated and filed daily production files.